Head of customer service Work, Jobs in West Midlands Region (with Salaries)

Customer Services Manager
Severn Valley Railway Society Limited —Kidderminster
- Weekend availability
- Microsoft Word
- Master's degree
- Continuous improvement
- Free parking
- Store discount
Quick apply
2d
Head of Service - Support Services
GreenSquareAccord —Birmingham
- £73,500 a year
- Microsoft Powerpoint
- Microsoft Word
- Team management
- Annual leave
- Employee assistance programme
Quick apply
8d
Manager of Dedicated Implementations - EMEA
Ashby —Birmingham
- £110,000 - £165,000 a year
- Full-time
- Remote
- Team management
- Travel
- Leadership
- Annual leave
Head of Operations
Berwick Care —Telford
- £65,000 - £80,000 a year
- Full-time
- Business development
- Continuous improvement
- Quality control
- Gym membership
Quick apply
Head of Performance Partners
Convergence Group —Solihull
- £80,000 - £95,000 a year
- Full-time
- Hybrid work
- Data analysis skills
- Continuous improvement
- Human resources
Quick apply
Head of Communications OPG
Ministry of Justice —Birmingham
- £60,001 - £85,257 a year
- Part-time
- Hybrid work
- Presentation skills
- Travel
- Annual leave
- Employee discount
12d
Head of HR Advice & Operations
Walsall Council —Walsall
- £81,501 - £92,483 a year
- Full-time
- English
- Continuous improvement
- Human resources
- Flexitime
9d
Head of Field Operations
ASSA ABLOY —Solihull
- Continuous improvement
- Team management
- Leadership
Part Time Customer Service Advisor (12 Month Fixed Term Contract)
West Brom —Birmingham
- £17,802.00 - £17,802.14 a year
- Part-time
- Computer literacy
- Computer skills
- Employee discount
Customer Experience and Insights Manager
Birmingham Airport —Birmingham
- £50,000 - £55,000 a year
- CRM software
- Team management
- Leadership
2d
Customer Onboarding & Transition Specialist
Focus Group —Birmingham
- £40,000 a year
- Full-time
- Hybrid work
- PMP
- Customer service
- Analysis skills
Quick apply
Head of Operations
Mears Group —Birmingham
- Up to £90,000 a year
- Driving
- Mentoring
- Contracts
- Annual leave
- Employee assistance programme
5d
Head of Housing
GreenSquareAccord —Birmingham
- £80,000 a year
- Customer service
- Continuous improvement
- Budgeting
Quick apply
8d
Head of Cleaning Excellence - National
14forty —Birmingham
- Up to £70,000 a year
- Analysis skills
- Presentation skills
- Continuous improvement
11d
Customer Relationship Manager
nGeneration —Tipton
- £32,000 a year
- Full-time
- Microsoft Word
- Hospitality
- Writing skills
Quick apply
Customer Service Advisor
HMV Group —St. Alphege
- Full-time
- Communication skills
- Time management
Telephone Events Co-ordinator/Administrator
Crackerjacks Children's Trust —Kidderminster
- £13.00 - £13.50 an hour
- Part-time
- CRM software
- Computer skills
- In-person
Quick apply
11d
Head of Business Performance and Membership Services
The British Association of Social Workers —Birmingham
- From £64,537 a year
- Full-time
- Hybrid work
- Customer service
- Databases
- Business development
- Work from home
- Life insurance
Quick apply
3d
Hotel Receptionist
Hogarth's Stone Manor Hotel —Kidderminster
- From £12.80 an hour
- 12 hour shift
- Hospitality
- Hotel
- Front desk
- Free parking
- Employee discount
Quick apply
5d
Project Coordinator
TXO Group —Solihull
- Full-time
- Microsoft Word
- Microsoft Outlook
- Communication skills
- Free parking
- Annual leave
Quick apply
9d

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Customer Services Manager

Severn Valley Railway Society Limited
Kidderminster

Quick apply

Job details

Permanent | Full-time
2 days ago

Benefits

Free parking
Store discount
Health & wellbeing programme
Annual leave
Company pension
Employee assistance programme
Employee discount
Life insurance
On-site parking

Qualifications

Microsoft Word
Process improvement
Microsoft Office Suite
Complaint handling
Master's degree
Continuous improvement
Team management
Relationship management
Customer interaction

Full job description

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

Quick apply

Refine Your Search

head of customer service jobs in west midlands region

Customer Services Manager

Head of Service - Support Services

Manager of Dedicated Implementations - EMEA

Head of Operations

Head of Performance Partners

Head of Communications OPG

Head of HR Advice & Operations

Head of Field Operations

Part Time Customer Service Advisor (12 Month Fixed Term Contract)

Customer Experience and Insights Manager

Customer Onboarding & Transition Specialist

Head of Operations

Head of Housing

Head of Cleaning Excellence - National

Customer Relationship Manager

Customer Service Advisor

Telephone Events Co-ordinator/Administrator

Head of Business Performance and Membership Services

Hotel Receptionist

Project Coordinator

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