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Customer Relations Operations Manager (2992)

GTR (Govia Thameslink Railway)

London

Hybrid

GBP 40,000 - 60,000

Full time

Yesterday

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Job summary

GTR (Govia Thameslink Railway) is seeking a Customer Relations Operations Manager to lead their contact centre operations. This role requires a strong background in customer service, management, and communication skills, focusing on delivering top-tier service and managing complex complaints. The ideal candidate will have a degree, experience in contact centre environments, and a commitment to excellence in customer service, contributing to an industry-leading organization.

Qualifications

Exceptional customer service skills and communication, degree educated.
Experience in contact centre management is essential.
Rail industry experience is beneficial.

Responsibilities

Manage day-to-day operations of the contact centre.
Ensure high customer service standards and support change management.
Oversee high-profile complaint resolution and reporting.

Skills

Customer Service Skills

Communication

Problem-solving

Flexibility

Education

Degree or equivalent

Tools

CRM systems

Customer Relations Operations Manager (2992)

Join to apply for the Customer Relations Operations Manager (2992) role at GTR (Govia Thameslink Railway)

Customer Relations Operations Manager (2992)

Join to apply for the Customer Relations Operations Manager (2992) role at GTR (Govia Thameslink Railway)

An exciting opportunity has opened as the Customer Relations Operations Manager within the Customer Excellence team at GTR.

This varied role will appeal to enthusiastic and passionate people who thrive on fixing problems, collaborative working and have a commitment to delivering exceptional customer service.

You'll be responsible for the day-to-day management of our outsourced contact centre, focussing on managing processes, meeting SLAs, forecasting and helping deliver best in class service levels as GTR strive to become the industry leaders in contact centre customer support. You'll also be responsible for managing a specialist team, who look after high profile and complex complaints, driving high standards and encouraging continuous improvement. You'll use data and insight to influence business decisions and represent the customer voice through the creation of weekly and periodic operational reports. An understanding of CRM systems and some general technical know-how would be beneficial. You'll also be involved in change management as the industry and GTR work to deliver new products, technology and ways of working across multiple workstreams.

Working as part of a small team you'll report to the Head Of Customer Relations and be responsible for maintaining high customer service standards and identifying areas to drive meaningful change with a keen eye on budgets and cost efficiency.

You should have exceptional customer service skills and the ability to communicate effectively in both the written and spoken word. You should be flexible, adaptable and able to reprioritise quickly in a fast-paced and pressured environment. You'll need to have a resilient and positive attitude, demonstrate GTR leadership behaviours and encourage both internal and external team members to be the best they can be.

Rail experience would be highly beneficial. Contact Centre management experience is essential. You should be educated to degree level or equivalent.

We offer a competitive salary and other benefits; this is a hybrid role and we'd like to see you working in the office with your team for at least two days per week. This is a fantastic opportunity to join an influential team within GTR.

Seniority level

Seniority level
Mid-Senior level

Employment type

Employment type
Full-time

Job function

Job function
Management and Manufacturing
Industries
Travel Arrangements and Truck Transportation

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