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CO4 Information Team Leader

Main Purpose

In your role as an Information Team Leader, you will ensure that both our customers and staff receive timely, accurate and consistent information across the South Western Railway network. As part of the Wessex Integrated Control Centre you will ensure that the flow of customer information is maintained at all times. You will manage operate and co-ordinate social media content and responses to customers, assist the information controller where required, answer help point calls, operating the CIS or undertaking a Customer Experience Support role within the centre. You will be responsible for monitoring CCTV and taking appropriate action. You will ensure that staff in the CCSC are completing their shift responsibilities.

 

Principle Accountabilities

  • Supervision of shift
  • Assist and communicate effectively with staff and customers, ensuring they are advised of delays and cancellations of service and are regularly updated with current information.
  • Answer and provide assistance through Help Points in accordance with the CCSC Code of Conduct and local procedures.
  • Monitor TVM status by using the CSS Workstation and disseminate information via Tyrell to interested parties. Liaise with TCU Support on faults.
  • Undertake a Customer Service support role, taking the lead in updating information to our customers through the technology available.
  • Solve problems proactively, disseminate plans and organise an efficient response to them.
  • Create and update daily logs to show incidents involving and actions taken by CCSC.
  • Report faults with the CIS as soon as possible in accordance with the SWR fault reporting procedure
  • Take the lead in maintaining customer information at the stations you oversee, including unmanned stations.
  • Check that during disruption the SWR website is presenting an accurate picture.
  • Communicate with customers via our social media channels i.e. Twitter, face book and any other social media channels we utilise.
  • Take ownership of and respond to Customer Complaints, praise, faults and other information received in a timely and appropriate manner.
  • Work alongside the information controller when required to provide timely information to our internal and external stakeholders.
  • Undertake additional duties to assist the information controller when required.
  • Ensure effective working of the information team – motivation; help identify training/coaching needs.
  • Challenge inappropriate behaviour/poor performance.
  • Assist the Information & Customer Experience Manager on roster coverage and staff briefings as required.
  • Coverage of other roles within the Customer Information Function as specified by the local manager or ‘On Call' manager.
  • Fulfil any reasonable tasks assigned to you by your direct line manager as required.

Person specification

  • You must be a good communicator, have good interpersonal skills and be able to demonstrate empathy with both internal and external customers while working in pressurised situations.
  • A sound knowledge of railway geography would be beneficial.

 
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Location
Basingstoke Campus (ROC)
Gresley Road, Basingstoke, United Kingdom, RG21 4HG
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  • Ref:
    010937
  • Company:
    South Western Railway
  • Website Skillset:
    Customer Service
  • Contract Type:
    Secondment
  • Full Time / Part Time:
    Temporary
  • Contracted Hours:
    37
  • Location:
    Basingstoke Campus (ROC)
  • If temporary, length of contract:
    Up to 12 months
  • Salary:
    £28,376 per annum plus regional allowance
  • Closing Date:
    23 August 2019
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