Customer Services Manager
The Severn Valley Railway (SVR) is an award winning heritage attraction welcoming up to 250,000 visitors every year. This full-size standard-gauge railway line runs regular, mainly steam-hauled, passenger trains between Kidderminster in Worcestershire and Bridgnorth in Shropshire. Along the line the SVR operates two pubs, eight catering outlets, three shops and a visitor centre. In support of the railway operation there is a thriving Engineering Workshop, Diesel Depot, and Carriage & Wagon Works.
With an annual turnover of around £8m, the SVR employs approximately 90 people in full and part-time roles and a further 1,600 in voluntary roles. The SVR is a significant employer in the counties of Worcestershire and Shropshire.
The SVR is proud of its position as a nationally recognised and award-winning heritage attraction. Collectively the SVR's mission is to: “To enthuse and inspire an affection and understanding in our visitors and staff for the Severn Valley Railway and the bygone era of steam locomotion and heritage diesels through the operation and interpretation of the Railway infrastructure, locomotives, historic carriages and wagons.”
Role Outline
Reporting to the Head of Commercial & Customer Experience, this role is responsible for leading the day-to-day delivery of outstanding customer service across the railway, including the management of welcome hosts and booking offices. The postholder will act as a champion for visitors, representing the voice of the customer, managing the customer feedback process, and that customer expectations and needs are reflected in service standards, operational decisions and continuous improvement activity.
The postholder will focus on creating consistently warm, efficient and memorable experiences that encourage repeat visits and strong advocacy for the Severn Valley Railway. The role involves providing a high standard of customer service including the management of customer enquiries, customer complaints, whilst ensuring customer communications and booking office operations run smoothly and professionally. The role additionally is responsible for the railway membership administration.
Working closely with the Head of Commercial & Customer Experience, the postholder will support reporting, KPI monitoring, recruitment, training and team development, using customer insight to identify opportunities to improve the visitor journey.
Based primarily in Kidderminster, the role will require an element of mobile working, including undertaking the Duty Manager role at the Engine House Visitor Centre when required.
The contract is permanent and full time. Weekend, bank holiday and evening work will be required.
Salary will be dependent on experience and qualifications.
Benefits include company pension scheme, life assurance, free on-site parking, travel discounts on the national rail network (subject to a qualifying period), SVR travel vouchers, employee discounts, Employee Assistance Programme, employee-funded health cash plan, 23 days annual leave plus bank holidays.
Duties and Responsibilities
- Lead and manage the Customer Services Team, welcome hosts and booking office teams
- Seek to increase general sales and identify up-selling opportunities over all of our sales channels
- Act as the main point of contact for customers, going the extra mile to resolve needs, exceed expectations and create class-leading customer experiences
- Act as support to the Ticketing and Event Design Manager for group bookings and sales, building and maintaining relationships with national and regional coach operators
- Act as the main point of contact for Members of the Severn Valley Railway, managing the process, database and addressing any queries
- Undertake Duty Manager shifts in the Contact Centre and The Engine House
- When required, support the Ticketing & Event Design Manager in the management of the CRM system
- Evaluate and challenge existing processes, where appropriate, using customer feedback and insight to improve service standards, customer satisfaction and the end-to-end visitor experience
- Represent the voice of the customer in day-to-day decisions, team briefings and service improvements, ensuring visitors’ needs are understood and acted upon
- Provide clear leadership, coaching and support to welcome hosts and booking office colleagues to ensure consistent, confident and customer-focused service delivery
- General office administration
Key Relationships
- Head of Commercial & Customer Experience
- Commercial & Customer Experience Manager
- Ticketing & Event Design Manager
- Visitor Services Assistant
- Station Masters
- Travelling Ticket Inspectors
- Booking Office Clerks
- Welcome Hosts
Skills and Experience Required
- Proven ability of working and managing a team; supervision, leadership and motivation of staff at all levels
- Experience in working in a customer service environment
- Professional communications skills – written and verbal
- Strong interpersonal skills to work effectively across several teams and with external partners and a customer-focused management style, with the confidence to champion the voice of the customer across teams
- Ability to take the initiative, act independently, identify priorities, and balance conflicting demands
- A self-starter who continually seeks to please customers, create amazing visitor experiences, encourage repeat visits and build strong advocacy
- Advanced computer skills including use of Microsoft Office products including Word, Excel and Teams
- Good organisational and personal time management; ability to work under time pressures
- Strategic thinking, planning and creative problem solving skills
Benefits:
- Company pension
- Health & wellbeing programme
- Life insurance
- On-site parking
- Store discount
Work Location: In person
