Overview

Customer Service Coach – Various Locations

Purpose of role:

This role supports the Customer Service Directorate’s Stations and On Board teams to deliver an excellent customer experience and meet our Service Quality Regime (SQR) and assisted travel targets.

This is achieved through the delivery of customer and colleague focussed improvement initiatives and the provision of coaching to drive continuous improvement.Working closely with the Customer Service Improvement Manager, Stations and On Board management teams, this role helps to drive activity that is designed to drive continuous improvement, engage our front line colleagues and provide support where it is needed most.

Key Accountabilities:

  • Ensures colleagues are supported to deliver a seamless, proactive and enjoyable customer experience through coaching, mentoring and upskilling, whilst supporting continuous improvement in safety, performance and revenue protection activity
  • Creates awareness of available tools and apps that helps colleagues deliver in the most efficient and helpful way
  • Coaches front line colleagues on a 1:1 or group basis as required, delivering key messages and supporting compliance to GTR’s quality management system and training proposition
  • Has a personal in-depth knowledge of GTR’s customer experience standards, SQR and ATP requirements, fares and ticketing, and any other relevant policies, information and guidance and where this can be found. Shares this knowledge with colleagues as required.

We are looking for a customer service coach to primarily cover the Southern network, although at times, you will be required to support our other teams across the network.

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