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Senior Information Customer Experience Manager

Our ambition and vision are to develop customer contact teams of excellence. To meet this challenge, we are now looking to take the Information team to the next level.

This role will be Leading the Information team in the Wessex Integrated Control Centre based in Basingstoke.  You will own and ensure effective delivery of real-time and pre-event information to customers about the train service and other customer-facing facilities.

Your duties fall into two main categories - customer service and business efficiency.

It is an environment in which you will sometimes be working under pressure, when demands on you will be coming “thick and fast”.  As you would expect, it is particularly important to promote the maximum internal customer goodwill with high standards of courtesy and service, ensuring that the team delivers to the required levels consistently.

This is key to achieving our long-term ambitions and improving our employee and customer experience.

All staff working with the customer contact team including managers, team leaders, CO3's and specialist roles across a 24/7 Operation.

  • Customer Contact Management Team
  • Customer Contact Quality Assurance Policy Compliance Team
  • Customer Experience Executive Team
  • Finance Business Partner
  • HR Business Partner
  • Head of Train Service Delivery
  • Train Service Managers
  • SWR Communications Team
  • Network Rail

This position will interact with key stakeholders within Southwestern Railway and Network Rail to ensure that we are able to meet our core deliverables, whilst learning and improving the overall customer information experience.

Key Accountabilities:

  • To ensure compliance with ORR Licence conditions for Customer Information
  • Responsible for the highest standards of service and information provision through leadership of the Information team including the Information customer experience Managers, CCSC Team Leaders, CCSC Operators, Information Controllers.
  • Responsible for the company's dealings with stakeholders relating to customer information including but not limited to Stations, Guards, Other TOCs, NRE, ATOC.
  • Responsible for the company's social media output during disruption and major events relating to customer information, including but not limited to Twitter and help points.
  • Accountable for the accuracy of live train information on the South Western Railway website and 3rd party websites (such as National Rail).
  • Accountable for the accuracy of information in Darwin CIS and other real-time systems that are used by customers. Working with the rest of the Information Team to ensure effective delivery of accurate and timely information.
  • Accountable for compliance with the spirit of the PIDD Approved Code of Practice including the accuracy and content of the core message.
  • Deliver on performance targets set by the Head of Customer Contact and Head of Train Service Delivery.
  • Recruit, manage and develop the team to maximise performance and provide robust succession plan for all staff, including monitoring team performance, dealing with sickness, leave etc.
  • Regularly continually review staffing against plan with the Resource Planning Performance Manager by working to improve and deliver efficiencies, developing short and long-term capacity plans, delivering against budgets and understanding resourcing impacting costs.
  • Accountable for full compliance with company procedures relating to Time with Your Manager sessions, briefings, rostering, leave etc.
  • Accountable for the correct reporting of CIS, CCTV and other faults received through the WICC Information Team.
  • Monitor and ensure the company standards for attitudes and behaviours are adhered to by all reports, including any local arrangements such as the WICC Professional Standards.
  • Ensure that safe working procedures and practices are adhered to as defined within Southwestern Railway instructions.
  • Manage the implementation of the Customer Contact business plan to meet objectives.
  • Propose continuous improvement opportunities to improve the overall customer experience, whilst reducing costs and provide increased flexibility.
  • Lead and develop a team by optimising their skills and develop succession plans with other members of the management team
  • Guiding and developing your people to provide that excellent service to our stakeholders and front-line staff by ensuring your team feel empowered to drive our customer contact team forward
  • Develop relationships with local trade union representatives to support collaborative working and the delivery of business priorities.

 Personal Specification

  • A proven leader with the ability to make quick professional decisions within pressurised situations, whilst motivating and leading specialist teams
  • Skilled in analysis and strategy development
  • Good knowledge of customer information provision procedures and requirements
  • Experienced people manager with excellent interpersonal and communication skills, able to manage conflict and difficult situations.
  • Skilled in change management, project management, negotiating and influencing;
  • You will need to be naturally inquisitive and eager to analyse all customer contact and investigate new and improved ways of improving the information service.
  • Able to handle Pace! This role manages the real time service across a very busy rail network.
  • Excellent stakeholder management. A real team player, who can work under pressure, whilst also challenging the status-quo. 
  • Strong technical background in using MS packages.  Strong analytical skills – Must be able to draft reports, business cases and be able to offer solutions, whilst understanding budgets and financial modelling.
  • Ability to motivate and engage your team to deliver outstanding results, in a challenging industry.
  • Educated to degree level or equivalent with a degree in English
  • 3 years or more within a similar role
  • Business Transformation experience within a customer driven organisation
  • Excellent communication skills both verbal and written.

Monday - Friday - Some weekend and evening work to support a management roster, should the need arise.

Please note this role is based at Basingstoke and Southampton with travel.

Close map
Gresley Road, Basingstoke, United Kingdom, RG21 4HG
  • Ref:
  • Company:
    South Western Railway
  • Website Skillset:
    Customer Service
  • Contract Type:
    Permanent - Full Time
  • Full Time / Part Time:
    Full Time
  • Contracted Hours:
  • Location:
    Basingstoke Campus (ROC), Southampton Central Station
  • Closing Date:
    23 August 2019
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