At a Glance
- Tasks: Monitor live operations, support staff, and enhance customer service in a dynamic environment.
- Company: Join c2c, an award-winning train operator focused on innovation and customer satisfaction.
- Benefits: Gain valuable experience, work in a supportive team, and enjoy career growth opportunities.
- Other info: Work in a fast-paced setting with a focus on teamwork and operational excellence.
- Why this job: Be part of a transformative era in railway services and make a real difference for passengers.
- Qualifications: Experience in ticket offices or gatelines, strong communication skills, and adaptability are essential.
The predicted salary is between 30000 - 42000 £ per year.
About Us:
Here at c2c we take pride in being an award-winning train operator running services between Fenchurch Street and Shoeburyness, serving 26 stations in East London and South Essex. Our customers never stand still and neither do we. We anticipate, innovate and flex around our customer’s needs and it takes a great team to do this.
We are looking for a dedicated and versatile individual to join our team as a Live Customer Operations Room Operator. It is an exciting time to join c2c as we move into a new era of railway reform, aligning with Great British Railways (GBR) and the Department for Transport (DfT) to deliver a simpler, more connected and passenger-focused railway.
Purpose of the role:
- The post holder will be responsible for all aspects of Live Customer Operations Room (LCOR) operations in accordance with business requirements.
- Assist station staff and the management team in providing exceptional customer service.
- Monitor live dashboards for key business functions.
- Respond to alerts and enact appropriate workflows in line with operational protocols.
- Support the Live Customer Operations Room Manager in analysing operational data and trends (e.g., gate usage, incident response times etc) to identify opportunities for improvement.
- Use provided CCTV systems to verify incidents and support remote station oversight.
- Implement real-time redeployment of station staff, revenue protection staff and security providers, based on operational needs and gaps.
- Collaborate with cross-functional teams (e.g., Revenue, IT, Finance, HR, Accessibility) and external partners as required to deliver LCOR objectives and support business priorities.
Experience, knowledge and qualifications required:
- Ticket Office or Gateline experience is essential.
- Understanding station operations, including gate management and customer flows.
- Knowledge of the c2c network including its geography.
- Comfortable working with digital tools and live data platforms.
- Highly effective communicator across verbal and written channels.
- Able to follow escalation protocols and act quickly during disruption.
- Strong attention to detail and situational awareness.
- Flexible and adaptable team player, open to new systems and processes.
- Ability to multi-task and prioritise duties during periods of high pressure.
- Calm and clear decision-making under pressure.
Live Customer Operations Room Operator in Upminster employer: c2c Railway Limited
At c2c, we pride ourselves on fostering a dynamic and inclusive work environment that prioritises employee growth and development. As a Live Customer Operations Room Operator, you will be part of a dedicated team committed to delivering exceptional service while enjoying benefits such as flexible working arrangements and opportunities for professional advancement. Join us in shaping the future of railway services in East London and South Essex, where your contributions will make a meaningful impact on our customers' journeys.
StudySmarter Expert Advice🤫
We think this is how you could land Live Customer Operations Room Operator in Upminster
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at c2c Railway Limited. 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 c2c Railway Limited 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 Live Customer Operations Room Operator in Upminster
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 c2c Railway Limited:Your cover letter is your chance to shine! Tell us why you want to work at c2c Railway Limited 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 c2c Railway Limited!
How to prepare for a job interview at c2c Railway Limited
✨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.
