Turnaround manager Work, Jobs in Southampton, Ham (with Salaries)

Executive Contact Officer
South Western Railway —Southampton
- £35,944 a year
5d
Field Sales Representative - Southampton
Flatpay —Southampton
- £60,000 - £70,000 a year
- Full-time
- Sales
- No experience needed
- English
- Free parking
Quick apply
Project Manager – Engineering (Reactive & Planned Works)
South West Water —Bournemouth
- £45,000 - £55,000 a year
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- Employee discount
14d
Quality & Procurement Coordinator
Guild Bespoke Metalworks Ltd —Southampton
- Full-time
- ERP systems
- Microsoft Office
- Continuous improvement
- Employee assistance programme
- Referral programme
Quick apply
Videographer
LeMieux Ltd —Romsey
- Full-time
- Travel
- In-person
Quick apply
1d
Operations Manager
Henig Diamonds —Farringdon
- English
- Analysis skills
- Driving
Quick apply
1d
Mobile Repair Technician, Store Manager
Fone Tech —Winchester
- From £13 an hour
- Part-time
- Sales
- Customer service
- Team management
Quick apply
Re-let Maintenance Manager
DWP Housing Partnership —Bournemouth
- £40,000 - £42,000 a year
- Full-time
- Maintenance
- Leadership
Quick apply
6d
Analytical Laboratory Manager
Ensign-Bickford Industries, Inc. —Southampton
- Full-time
- Laboratory experience
- Continuous improvement
Field Sales Representative - Bournemouth
Flatpay —Bournemouth
- £60,000 - £70,000 a year
- Full-time
- Sales
- No experience needed
- English
- Free parking
Quick apply
Customer Service Advisor
Applied Driving —Fareham
- £12.71 an hour
- Part-time
- Computer literacy
- English
- Administrative experience
- Free parking
Quick apply
2d
Maintenance Technician
CompassRock International —Southampton
- £30,000 - £33,000 a year
- Weekend availability
- Microsoft Outlook
- Customer service
- Computer literacy
- Annual leave
- Sick pay
Quick apply
14d
Owner Care/Yacht Brokerage Coordinator
Conch Charters —Portsmouth
- Full-time
- Microsoft Excel
- Computer literacy
- Plumbing
Quick apply
6d
Project Manager (Digital Marketing Agency)
Public Nectar Ltd —Bournemouth
- £25,000 - £35,000 a year
- Full-time
- Hybrid work
- PMP
- Analysis skills
- Project management
- Annual leave
Quick apply
Activities Co-ordinator
HC-One - Chandlers Ford —Chandlers Ford
- £13.45 - £13.95 an hour
- Organisational skills
- IT
- Annual leave
- Employee assistance programme
Quick apply
7d
Children's Social Workers - Level 2/3 - Assessment Team
BCP Council —Bournemouth
- £44,075 - £53,460 a year
- Part-time
- Analysis skills
- Travel
- Mentoring
- Annual leave
- Employee assistance programme

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turnaround manager jobs near southampton, ham

Executive Contact Officer

South Western Railway -
Southampton

Apply Now

Job details

£35,944 a year
5 days ago

Full job description

Who are we?

South Western Railway (SWR) operates over 1,500 services each weekday across the network and employs more than 5,000 people. We provide easy and convenient mobility, connecting people and communities in South West London, southern counties of England, and the Isle of Wight.

Join our team and help us continue to bring people together to get the most out of life.

About the job

A CO4 Executive Contact Officer is based in our Southampton Customer Contact Centre with their role to support the direct delivery of services to customers and our internal and external stakeholders. The role plays a key part in ensuring that our customers receive a consistent high level of service when they escalate their complaints and is vital in ensuring we deliver against our commitment of addressing and resolving customer complaints within 20 working days. They also play a pivotal role is ensuring our time critical 24hr turnaround in addressing & resolving correspondence for our internal & external stakeholders.

The role works alongside front line staff to demonstrate an effective rigorous escalation process and will provide the first line of support when our customers feel their complaints haven't been dealt with as they wish and want to escalate their concerns. Crucial to this role is the ability to remain professional and strictly confidential at all times.

Your main responsibilities will be:

Ombudsman – Referrals/Initial Responses/Responding to further enquiries & requests/Checking 40+ day cases in TOCRM Queues/Periodic Reviews with Rail Ombudsman Senior Manager
Travel Watchdog – Case Reviews/Initial Response/Liaising with other SWR Functions
MD Correspondence - Draft's, Reply Directs & case investigations.
Director & Regional/Duty Managers - Draft's & Reply Directs due to the large number of last-minute requests management receive from various departments, the team will be required to complete drafts & reply directly on behalf of. This will also include refund and compensation processing.
Stakeholders - Internal & External support, case reviews/support/MP Information Data Gathering re constituent Customer Contact.
First Group - Drafts & Reply Directs
Case Resumes for Senior Exec/Directors/Heads Off
Information Managers – Support re social media
Meet the Manager - Historical & Current case reviews.
Passenger Welfare - Calling customers trapped in lifts/incidents at stations & on train/stranded passengers on trains during disruption.
ORR – Providing Information on SWR Practices & Policies including Retail.
Data Gathering for End of Period Reporting
Prosecutions - Providing Customer Information e.g., from Webtis/Revenue Protection Staff Complaints/Support on letter writing & Customer Contact.
Written & Telephony Escalations from CSA's & Team Leaders after the normal customer relation process has been followed and customer wishes correspondence to be escalated.
Templates for CSA's & Team Leaders to use as Standard Responses
Templates Reviews & Updating
Customer Contact Visits which means the removal from normal duties i.e., DfT/Graduates/Stakeholders
Escalation Email Inbox – Working on bespoke drafts for MD/Director/CX level
Daily Summary of Events re Disruption to aid CSA's/Team Leader Support including PTAN downloading.
Advice/Support to CSA/Team Leader colleagues
Passenger Assistance - Failed Assistance & General Passenger Assistance Complaints
Safety Reporting/Safety Cases/Safety Accidents/Safety Incidents/Vegetation
Right to be Forgotten
Subject Access Requests
CCTV Requests
County Court Judgements
Claims under £1500 excluding Personal Injury

You'll need to be:

Confident telephone manner and excellent communication and customer service skills
Highly motivated with the initiative to work to a high standard in a small close-knit team.
Excellent written communication skills
Proven IT skills using MS Office including Excel to produce reports.
A willingness to learn new technologies.
Ability to work accurately meeting tight deadlines.
Interpersonal skills
Excellent organization skills
Ability to handle sensitive information with a high level of confidentiality and discretion.
Flexibility, interested in learning, able to grow into the role if/when it becomes more challenging.
Ability to work well under pressure.
Previous experience of working in customer service and complaints handling

About the location

Overline House is conveniently situated overlooking Southampton Central Station and is easily accessible by public transport. The station is very local to West Quay, a hub for retailers and restaurants, and provides an excellent link between London, Coastal areas and the Isle of Wight.

Working pattern

You will work an average of 37 hours per week over 5 days.

Monday to Friday between 08:00-20:00 on a 4 week rotational roster.

Example of shifts are: 08:00-16:00, 10:00-18:00, 12:00-20:00

The Reward

In return we offer a competitive salary and a variety of valuable benefits, including:

Free duty and leisure travel on SWR services for employees
Free leisure travel for spouse/partner and dependants (criteria dependent)
75% discount on many other train operating companies
Full training and support with development
Excellent pension scheme

We all belong at SWR. Our vision is to provide an inclusive environment for all colleagues, ensuring all candidates have an equal opportunity to access meaningful employment.

We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.

We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.

If you require additional support to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.

https://exceptionalindividuals.com/neurodiversity/

https://www.healthassured.org/blog/neurodiversity/

Apply Now

Refine Your Search

turnaround manager jobs in southampton, ham

Executive Contact Officer

Field Sales Representative - Southampton

Project Manager – Engineering (Reactive & Planned Works)

Quality & Procurement Coordinator

Videographer

Operations Manager

Mobile Repair Technician, Store Manager

Re-let Maintenance Manager

Analytical Laboratory Manager

Field Sales Representative - Bournemouth

Customer Service Advisor

Maintenance Technician

Owner Care/Yacht Brokerage Coordinator

Project Manager (Digital Marketing Agency)

Activities Co-ordinator

Children's Social Workers - Level 2/3 - Assessment Team

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