Assistant Area Customer Service Manager

Are you looking for an opportunity? 

Greater Anglia operates a busy railway network from London Liverpool Street to destinations across the east of England. We have a high standard of service for our customers throughout their journey experience so they can sit back relax and travel with confidence. Not to mention a whole new set of modernised greener trains, it’s never been a more exciting time to start a career with us. Do you want to be part of the journey? Come along and join Greater Anglia!  

An exciting leadership opportunity has arisen within our Customer Service Team as an Assistant Area Customer Service Manager based at Cambridge. 

The Role 

This role would suit someone who aspires to progress their career in a key management role in a fast-paced environment. Within this role, this people leader would be responsible for around 40 colleagues at several West Anglia stations, including Cambridge. 

As a people focused leader, you will be responsible for all operations at complex stations to ensure that your team are committed in the delivery of a safe, punctual, and customer-centred railway each day. The role is highly varied, so you should have a flexible approach to working, combined with the ability to adapt to changing demands and conditions.  

Responsibilities include all aspects of the customer service department in this area, with teams of dispatchers and ticket office staff. Looking after day-to-day issues such as rostering and sickness, management of ticket office and cash processes, and ensuring that we comply with our dispatch competence management systems. 

Regular duties include overseeing peak time and event service management at stations, understanding the causes of, and developing innovative solutions to mitigate train service delays at stations. The successful applicant should uphold the highest standards of customer service, especially at times of disruption or service alterations, and undertake audits to uphold safety critical dispatch standards, whilst maintaining exemplary standards of safety compliance against standards. 

You will manage a Customer Service Team to ensure compliance with all HR business practices, including colleague engagement, colleague development, performance, and attendance management. 

The successful applicant will be required to attend a medical, as all offers are subject to passing a safety critical medical. 

What we are looking for 

We are looking for a colleague who has experience of line management and a natural ability to motivate, inspire, and empower others to reach challenging organisational goals. This is essential in this role, as well as having a sound commercial awareness and an understanding of P&L accountabilities. Although the role does not involve shifts, occasional weekend and early morning/late evening work should be expected in addition to an on-call commitment. 

The closing date for all completed applications is on Friday 19th April 2024

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

To succeed in this role, we are looking for people who can bring our four values 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 a healthy work life balance, holiday entitlement and an environment where you can learn, develop, and grow in your career. If you think you would be a great addition to <span data-ccp-parastyle="Normal (Web)" data:image="" svg+xml;base64,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"='));" border-bottom:transparent;background-position-x:0%;background-position-y:100%'="" style="-webkit-user-drag: none; -webkit-tap-highlight-color: transparent; user-select: text; background-image: var(--urlContextualSpellingAndGrammarErrorV2, url(;;">GA then apply now! 

What can we do for you? 

·       Defined Contribution pension scheme after 2 years option to move across to Defined Benefit (Final Salary) pension scheme 

·       Free Travel on GA for you and your eligible family members 

·       Free Leisure travel on GA and 75% discount on other TOCS for leisure travel for eligible family members 

·       International travel discount card (FIP) for staff and eligible family members after 12 months service 

·       Opportunity to purchase additional annual leave of up to 10 days 

·       GA offers maternity, paternity and adoption leave and time off for prenatal care, as well as shared parental leave after 26 weeks of service - part of our commitment to family friendly policies  

·       GA Hapi Benefits App– our great benefits app which includes discounts across many retailers, days out and dining 

·       24/7 Employee assistance programme, eyecare and flu jab vouchers and access to physiotherapy services 

·       Annually issued 12 discount vouchers for family and friends to use 

·       Salary Sacrifice schemes such as Cycle to work and Technology scheme (eligible once passing probation)