Please note: This is a 12 month fixed term contract.
The Role
Putting the customer at the heart of your Station(s) and/or Interchange(s), you will assist the Senior Customer Operations Manager (SCOM) to oversee day to day activities within your assigned regional area. The Customer Operations Manager (COM) will contribute to developing a motivated, professional and customer focussed team committed to exceeding customer expectations in a safe, high-quality environment in accordance with delivering the TfW values. The COM will work closely with key stakeholders to identify improvement opportunities bringing tangible benefits in respect to safety systems, customer experience and revenue.
Motivating a team, embedding customer focussed values and behaviours whilst recognising the importance of always delivering a safe, high-quality service is a key aspect of this role.
Role responsibilities
- Provide leadership to create a customer focussed and highly motivated team committed to exceeding customer expectations in the delivery of a safe and high-quality product.
- Carry out regular property inspections to include risk assessment reviews and fire precaution checks.
- Proactively assist the Senior Customer Operations Manager to manage stations & interchanges leased by TfW in conjunction with our Facilities and Projects team, by ensuring all locations are safe, usable, maintained and presented to high standards. To include robust contractor management conforming to company procedures and risk assessments and respective approval once works are complete.
- Provide training & support to help create a customer focussed and highly motivated team of people who are committed to exceeding customer expectations in delivery of a safe and high-quality product. Identify teams and individual training needs and work on your own initiative and in co-operation with others in the design and tailoring of training material.
- Track train running via TRUST and other systems and update Bugle each day with reasons for delays caused at stations and challenging those that are caused by another department. Support the Senior Customer Operations Manager in looking for ways to continually improve performance and supporting any local improvement plans.
- Manage all contractual elements associated with Station Access Conditions, exclusive contracts, retailing contracts including Schedule.17 provision.
- Create and develop relationships with external stakeholders to include other train operators and infrastructure providers
- Develop robust contingency plans in connection with our services during disruption to ensure safety remains paramount and the customer is at the heart of every consideration.
- Support in major event preparation and delivery, ensuring your teams feel suitably equipped and knowledgeable about the plans in place, to include Rail Replacement provision. Ensure Customer Support operation hours are covered according to the rosters in place, adhering to respective targets, including gateline and ticket office.
- Support the delivery of major events across our network, this will involve working weekends and unsociable hours when needed
- Identify and develop areas of improvement with Station Adopters to improve the station environment, and the internal stakeholder team.
- Support in the delivery of the Access for All scheme in conjunction with our Accessibility & Inclusion team, to ensure all stations are suitably equipped to cater for all customers who choose to use our services.
- Oversee the management of sickness absence and probationary reviews, providing strong leadership with your team with regular 121s, PDRs and regular local engagement.
- Understand, develop and amend rosters to cater for cross team working and optimised customer support provision. This would also include reviewing vacancies as they arise to ensure they align to the business strategy.
- Be part of the Bronze On Call roster, being the primary point of contact in the event of an incident and attend site where required.
- Sound time management, presentable and professional, reflecting TfW customer values.
- Due to the nature the role, there is a requirement to work outside standard business hours, including evenings, weekends, bank holidays, and other periods that may be considered unsociable hours. This also includes ‘pre-defined' and/or ‘allocated' shift working to maximise coverage. Where such work is required, you will be entitled to equal hours back as time off in lieu.
Who we're looking for
- At least 3 years in a customer facing leadership role
- Outstanding customer service focus skills gained in a demanding customer facing role
- To have the ability to handle conflict situations and remain calm and polite even when provoked
- To work safely and not compromise the safety of others, always adhering to TfW values and policies
- The requirement to be flexible, as the post holder will be expected to work unsociable hours and frequent weekends, in addition to occasionally working away
- Well defined interpersonal skills
- A can-do attitude
- The ability to use discretion when required and treat each situation individually
- Have the confidence to resolve or make decisions, when there is no support available.
- Be able to adapt at short notice to another duty
- Relief cover when needed at other locations across Wales and Borders
- Good understanding of general business management within a highly focussed Customer Service Organisation
- Willing to undertake a variety of training, including stations technical, revenue protection and leadership skills.
- Hold a full UK driving license
Welsh Language Skills
While not essential for this role, Welsh language skills would make a great addition to your application.
TfW support anyone who wants to learn Welsh or improve their skills. We offer online learning, classroom courses and funding attendance at local community courses.
Equal Opportunities
We're changing the way the transport industry looks. By celebrating and embracing differences, we're building a workforce that represents Wales. We need talented people from all backgrounds and cultures to bring their perspectives and experiences. Diverse teams make better decisions and drive innovation. Join us in transforming the way Wales travels."
Who we are
Transport for Wales is changing the way Wales travels, making sustainable transport the first choice. We're building a multimodal integrated transport network called the T Network, making it easier for people to travel by train, bus, walking, wheeling and cycling.
We're a Disability Confident Leader. Let us know about any reasonable adjustments you may need in the recruitment process and as part of the role if you are successful.
This advert will close at 23:59 on the day of the application closing date stated above. However, we reserve the right to close this vacancy early if we receive enough applications. We encourage you to submit your application as early as possible.
