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Duty Team Manager

This role is contact centre based and we will work within government guidance around Covid-19 best practice to ensure the health and wellbeing of our colleagues as a priority.

We operate on a team shift pattern to cover from 06:00-23:00 including weekends.  The role is based in Sheffield city centre, just 10 minutes walk from Sheffield station.  

First Rail is one of the UK's most experienced rail operators, carrying more than 345m passengers across four franchises (Great Western Railway, South Western Railway, TransPennine Express and Avanti West Coast) and our open access operator (Hull Trains). We operate all types of passenger railways - intercity, commuter, regional and sleeper services.

We are continually seeking ways in which to improve the experience for our customers. Our newly formed Customer Contact Centre will therefore use industry leading systems to deliver excellent customer service and ensure that requests are speedily and effectively resolved.

Our delivery teams are responsible for a variety of customer support matters which range from processing customer compensation claims to complaints handling, group bookings and assisted/special services, quality assurance and fraud prevention and detection and retails sales to individuals and corporates. We are looking for a number of Duty Team Managers to look after teams focusing on Delay Repay, Retail & Web Support, Fulfilment & Scanning, Delay Repay, Bookings & Specialist Sales and Assisted Travel.

As Duty Team Manager, you will be responsible for the daily running of a team of customer advisors, ensuring they deliver high quality customer service in their handling of customer claims, enquiries and complaints. You will act as the first point of contact and knowledge for all escalated cases. You will identify, plan, and deliver continuous improvements to the way in which services are delivered and will exemplify quality, integrity, and expediency in daily client interactions. Acting as a role model you will uphold the contact centre's values around both performance and delivery of FirstGroup's customer proposition. We are looking for a number of Duty Team Managers to look after teams focusing on Delay Repay, Retail & Web Support, Fulfilment & Scanning, Delay Repay, Bookings & Specialist Sales and Assisted Travel.

Key Responsibilities of the role include, but are not limited to:

  • Manage the quality and efficiency of work in the team ensuring compliance with all relevant policies and rail operating companies' guidelines;
  • Ensure team work within and understand relevant policies and processes, and are able to respond to requests for information/ assistance in a friendly and sympathetic manner;
  • Carry out quarterly performance reviews. Ensure development and training plans are in place and actioned for each team member, review development activity against agreed performance;
  • Work collaboratively with peers and key stakeholders, particularly the Quality and Fraud Managers to gather information, share best practice and identify/ resolve issues;
  • Provide timely coaching and feedback to motivate and engage your team as well as resolving any performance/ attendance issues;
  • Act as a point of reference for enquiries, to support the effective operation of the team, sharing knowledge and identifying training needs to develop and upskill the team;
  • Maintain up-to-date knowledge of rail and customer contact industry developments.

Competencies and capabilities required

  • Enthusiastic, proactive and passionate about providing excellent customer service
  • Able to identify issues and articulate client needs, presenting options/solutions calmly and quickly
  • Able to share knowledge and coach others
  • Proven ability to work under pressure and with other people, setting and meeting deadlines for self and others
  • Organised and efficient - able to effectively analyse and sort large amounts of information

Knowledge and Skills

  • Minimum 12 months experience in people management and excellent customer service skills 
  • Broad background in contact centres - shared services operations and sales 
  • Computer literacy, must be able to easily operate in terms of checking and responding to emails utilising chat services
  • Working knowledge of regulatory issues, particularly data protection (GDPR)
  • Knowledge of customer relationship management systems (Salesforce) desirable
  • Microsoft Technologies – Office 365, Teams etc

As part of the selection process, you will be asked to complete 3 online assessments.  Candidates who fail to meet the benchmark score will be automatically rejected.  Please note that all communication is made via e-mail, please check spam/junk folders to ensure nothing is missed. 


Close map
First Contact Centre, The Square Sheffield
2 Broad Street West, Sheffield, England, S1 2BQ
  • Ref:
  • Company:
    First Customer Contact Ltd
  • Website Skillset:
    All Other Roles
  • Contract Type:
    Permanent - Full Time
  • Contracted Hours:
  • Location:
    First Contact Centre, The Square Sheffield
  • Closing Date:
    21 September 2020
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