Rail Customer Relations Lead | Service Excellence

XC Trains Limited; Birmingham; On-site; GBP 45,000 - 60,000; Full time

Job summary

The successful candidate will manage performance, develop best practices, and work with internal and external stakeholders to enhance efficiency and customer experience in a fast-paced environment.

Qualifications

• Strong people leadership, coaching and performance management skills.
• Excellent verbal and written communication, building relationships.
• Analytical, problem-solving and decision-making abilities.
• Experience in fast-paced environments and managing performance.

Responsibilities

• Lead and develop the Customer Relations Team to meet business and regulatory standards.
• Drive First Time Resolution and Right First Time strategies to reduce contacts and complaints.
• Inspire and coach colleagues to sustain high service levels and continuous improvement.
• Ensure delivery of service targets, quality, productivity and performance across the team.
• Collaborate with stakeholders to improve customer outcomes and reduce costs.

Skills

People leadership

Coaching

Performance management

Verbal & written communication

Analytical thinking

Regulatory knowledge

Data analysis

Tools

Microsoft Excel

Microsoft Word

Microsoft PowerPoint

Outlook

Job description

The successful candidate will manage performance, develop best practices, and work with internal and external stakeholders to enhance efficiency and customer experience in a fast-paced environment.