Customer Services Manager – Go North West


About this job

We have a vacancy for a Customer Services Manager at the Queens Road Depot, in Manchester. 

We will be running over 160 buses from our new site and are looking for an individual with proven experience of customer service management.

We want someone who is passionate about leading customer service excellence.

The role

Reporting to the Head of Commercial and Finance the purpose of this role is to lead the implementation and management of the company’s customer service policy and ensure delivery against the customer charter

Main responsibilities will include:
• Leading and managing the customer service centre team to deliver responsive service to customer enquiries
• Measuring customer satisfaction and supporting the senior management team to improve services
• Analysing customer feedback data to improve functional performance and to provide other functional managers with customer feedback
• Supporting the operations team to use customer feedback data to plan and develop improvement plans for customer service
• Collating necessary reports for senior leadership team, Transport for Greater Manchester (TfGM), and other key stakeholders as required
• Leveraging best practice across the Group and developing and delivering training
• Working with the Marketing and Communications Manager to develop and deliver customer engagement campaigns
• Managing a small team responsible for service delivery information via social media and websites

Skills, knowledge and experience
You will have a proven track record of customer service excellence in a leadership/management position.

You’ll be an excellent communicator and passionate about leading customer service excellence

You will need:
• Effective leadership skills
• Good understanding of data privacy standards/GDPR
• Experience of managing change effectively
• Highly motivated
• Clear and concise written skills
• Organised and efficient
• Good knowledge of all computer systems, with the ability to learn new systems
• Ability to work autonomously
• Decision maker

In return you’ll receive a competitive salary based on your experience.

Applicants should clearly state any dates when they will not be available to attend an interview.

Go North West values diversity and promotes equality and we encourage and welcome applications from all sections of the community.

Closing Date: Friday 29th March 2019