Overview

Customer Service Team Leader (secondment/FTC) – Rail Operations Centre (ROC Three Bridges)

Now looking to recruit a Customer Service Team Leader based at Three Bridges (ROC)

Are you able to guide the delivery of passenger information during disruption across the network from the GTR Control at Three Bridges. Acting as the voice of the customer, the role will deliver passenger information during disruption by clearly communicating what the customer needs to do to complete their journey, organising alternative transport and coordination rail replacement buses. The role will influence and monitor the team of Customer Ambassadors to provide exemplary customer service and information delivery to both customers and station teams.

If you have the following experience, we would love to hear from you:-

  • Demonstrates a proven track record of achievement while being results driven and a team player.
  • Ability to use and understand multiple systems.
  • Fasted-paced environment where decisions are critical to the customer.
  • Proven capability of building strong relationships within and outside the organisation.
  • Experience in working as part of a team.

We are looking for some with the following skill set:-

  • Strong problem resolution skills.
  • Developing and sustaining strong relationships with Operations colleagues, Network Rail and other Train Operating Companies.
  • Identification of customer issues and successful resolution.
  • Computer literature with reasonable typing speed.
  • Focused, motivated & results orientated.
  • Strong attention to detail.
  • Good standard of written and spoken English.
  • Demonstration of tenacity and positive attitude with an energetic and ‘can do’ approach.
  • Personable, friendly, and possess a willingness to be a strong customer advocate.

In return we can offer you:-

Free Travel – spouse, partners, dependants (on Southern, Gatwick Express, TL, GN , South Eastern)

75% discount on other TOC

PTAC card (reduction underground pass)

Full Final Salary pension

Enrol into pension scheme

25 day Annual Leave

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IMPORTANT: Before applying for this role, please make sure you have the right to work in the country where the role is based. Unless it clearly stipulates within in the job advert above that the hiring company is looking to or able to sponsor applicants it is deemed that the hiring employer will only consider applications from those able to comply with and work in the country where the role is based.