At a Glance
- Tasks: Lead the transformation of customer information during disruptions for a seamless experience.
- Company: Join a forward-thinking organisation committed to setting new industry standards.
- Benefits: Internal growth opportunities, collaborative environment, and impactful work.
- Other info: Be part of a team that values innovation and customer-centric solutions.
- Why this job: Shape how we communicate and enhance customer experiences during critical times.
- Qualifications: Experience in customer service and strong leadership skills required.
The predicted salary is between 50000 - 60000 £ per year.
We're looking for an exceptional Customer Experience Disruption Manager to lead the transformation of customer information during disruption, ensuring our customers receive accurate, timely and consistent information wherever they choose to engage with us. This is a unique opportunity to shape how we communicate during service disruption, influence colleagues across the business, and deliver a customer experience that sets new industry standards.
What You'll Be Doing
- Leading the development and delivery of a cross-functional Customer Information During Disruption (CIDD) strategy aligned to Smarter Information, Smarter Journeys (SISJ) standards.
- Working across operations, customer experience, digital, stations, control and communications teams to create a coordinated approach that ensures customers and colleagues have the information they need, when they need it most.
- Key responsibilities include:
- Leading the Customer Information During Disruption (CIDD) Working Group.
- Developing a coordinated customer information strategy across the business.
- Reviewing current processes and identifying opportunities to improve customer communication during disruption.
- Designing and implementing standardised information procedures and operating practices aligned to SISJ standards.
- Driving the delivery of real-time information solutions for both customers and frontline colleagues.
- Embedding consistent customer messaging across all channels including:
- Defining the behaviours and expectations required from colleagues at every level during disruption.
- Ensuring training programmes equip teams with the skills and knowledge needed to deliver outstanding customer information.
- Collaborating with industry partners and other Train Operating Companies to improve consistency across the rail network.
- Supporting improvements to Passenger Assistance processes during disruption.
Customer Experience Disruption Manager (Internal applications only) in Birmingham employer: Avanti West Coast
As a leading organisation in the rail industry, we pride ourselves on fostering a dynamic work culture that prioritises innovation and collaboration. Our commitment to employee growth is evident through comprehensive training programmes and opportunities for cross-functional engagement, ensuring that our team members are equipped to excel in their roles. Located at the heart of a vibrant transport network, we offer a unique chance to make a meaningful impact on customer experiences while enjoying the benefits of a supportive and forward-thinking workplace.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Disruption Manager (Internal applications only) in Birmingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Avanti West Coast. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Avanti West Coast before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Disruption Manager (Internal applications only) in Birmingham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Avanti West Coast:Your cover letter is your chance to shine! Tell us why you want to work at Avanti West Coast specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Avanti West Coast!
How to prepare for a job interview at Avanti West Coast
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
