Position Overview & Specifications
An exciting opportunity has opened to cover the Customer Relations Operations Manager role for an eighteen months fixed term contract.
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 manage a small specialist GTR team who look after high profile complaints. You'll also 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 support. 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 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 helping restore customer confidence as the industry recovers from the impact of Covid.
You should have excellent customer service skills and able to communicate effectively both with the written and spoken word and be flexible and adaptable. 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 beneficial, and you should be educated to degree level or equivalent. We offer a competitive salary and other benefits. This is a fantastic opportunity to join an influential team within GTR.
Full JD attached.