Customer Relations Lead – Operations & Compliance

Arriva TrainCare; Birmingham; Hybrid; GBP 55.000 - 73.000; Vollzeit

Zusammenfassung

CrossCountry in Birmingham is seeking a Customer Relations Duty Manager to lead a high-performing team, driving service excellence and regulatory compliance. You will coach staff, manage escalations and implement performance-management frameworks to improve outcomes.

You will collaborate with internal stakeholders and external bodies to reduce costs, enhance efficiency and deliver outstanding customer experiences in a fast-paced environment.

Qualifikationen

• Strong people leadership, coaching and performance management skills.
• Excellent verbal and written communication; build effective working relationships.
• Strong analytical, problem-solving and decision-making abilities.
• Experience working in a fast-paced environment.
• Knowledge of Data Protection and Equality legislation.
• Rail industry knowledge desirable.

Aufgaben

• Lead and develop the Customer Relations Team in line with business objectives and customer service standards.
• Drive First Time Resolution and Right First Time strategies to reduce repeat contacts and complaints.
• Inspire, motivate and coach colleagues to deliver exceptional customer service and continuous improvement.
• Ensure delivery of service, quality, productivity and performance targets.
• Develop and embed best practice across Customer Relations activities.
• Work collaboratively with stakeholders across the business to improve customer outcomes, reduce costs and increase efficiency.
• Ensure compliance with regulatory requirements, including ORR and DfT obligations.
• Identify operational risks and implement mitigation plans.
• Review and improve processes to enhance operational efficiency and customer experience.
• Manage escalated customer complaints, appeals and complex cases, seeking fair resolutions.
• Act as escalation manager for disciplinary, grievance and investigation processes within the team.
• Maintain relationships with external stakeholders, including the Rail Ombudsman.
• Analyse and report on team performance, implementing improvement plans.
• Conduct performance and development conversations with clear objectives.

Kenntnisse

People leadership

Coaching

Performance management

Analytical thinking

Data analysis

Stakeholder management

Regulatory knowledge

Regulatory reporting

Tools

MS Office

Jobbeschreibung

CrossCountry in Birmingham is seeking a Customer Relations Duty Manager to lead a high-performing team, driving service excellence and regulatory compliance. You will coach staff, manage escalations and implement performance-management frameworks to improve outcomes.

You will collaborate with internal stakeholders and external bodies to reduce costs, enhance efficiency and deliver outstanding customer experiences in a fast-paced environment.