Area Customer Service Manager

Be part of something rewarding, by joining Greater Anglia you’ll be helping our customers get from A to B. With a staff of over 2,500, we operate a busy commuter service from London Liverpool Street to destinations across the east of England.

Area Customer Service Manager

We have an exciting opportunity for a new Area Customer Service Manager to join the Greater Anglia team. Working with your two Assistant Managers, Supervisors and front line teams this position will be the Senior Manager looking after Greater Anglia’s Retail and Operational provision within the customer service function at Shenfield and all stations to Southend Victoria and Southminster

Role and Accountability:

With a team of 80, Shenfield being a crucial hub station and the beginning of the new MTR Cross Rail Elizabeth Line no two days will be the same and this multi-disciplined role requires a forward thinking and proactive individual that is not afraid to get stuck in with the team when the need arises.

You will work a mixture of weekdays and weekend working, depending on the business needs, including on call duties. So you must be fully flexible in your approach to your working week.

The position is based primarily at Shenfield but you will be area based at all stations between Shenfield, Southend Victoria and Southminster depending on the requirements of your week. 

The successful applicant will be pivotal in the operation of the area with regards to the following:

- Delivery of a safe, compliant and on time Train Dispatch service at Shenfield and Southend Victoria. 

- Full management of our Train Dispatch Competence Management System (CMS) for the above two stations.

- Delivery of our retail and mobile teams to ensure ticket offices, and ticket retailing equipment (such as ticket vending machines) remain in place and available for our customers.

- A passionate people person comfortable to recruit, train, nurture and performance manage colleagues within your team where required.

- Being able to collaborate with other functions within Greater Anglia and key stake holders at Shenfield such as MTR Cross Rail Elizabeth Line are crucial to this role. 

This role is a safety critical role and the successful candidate will be required to pass a safety critical medical.

Experience, Knowledge and Qualifications Required:

You should be highly driven and committed, not afraid of challenging circumstances or situations that you will encounter within the operational environment that you will work within. The primary focus of this role is on the consistent and safe delivery of our Train Dispatch operation at Shenfield and Southend Victoria - this includes; colleague recruitment, training, safety management systems, performance and punctuality, to name a few of the key deliverables.

This role is not for the faint hearted, it will require hard work, huge dedication and a determination to get things done and deliver...if you think you have what it takes then what are you waiting for?!

*Please note vacancies can close earlier due to high influx of candidate applications*

The closing date for all completed applications is on Friday 29th January 2021

To succeed in this role, we are looking for people who can bring our four behaviours to life in your everyday work:

·        Genuine … be welcoming, customer-centric and respectful

·        Professional… be solution-oriented, accountable and delivering to promises

·        Proactive … be progressive, innovative and decisive

·        Inclusive … be connected in your thinking, empathetic and promote diversity

Greater Anglia can offer you a great work/ life balance alongside a generous salary. If learning, developing and growing your career is as important as great benefits such as free travel, pension, family discounts, childcare vouchers and cycle to work scheme, then apply now, and see what we can do for you!