Customer Service Team Manager

Who are we?

First Customer Contact is part of FirstGroup, the largest rail operator in the UK and second largest bus operator in the UK outside London. FirstGroup operates services throughout the UK and Ireland, with over 30,000 employees providing services that make travel smoother and life easier. FirstGroup works hard to reduce its impact on the environment, introducing cleaner and more environmentally responsible methods of transport.

About the team

We are continually seeking ways in which to improve the experience for our customers. Our Customer Contact Centre will therefore use industry leading systems to deliver excellent customer service and ensure that requests are speedily and effectively resolved. Our delivery teams are responsible for a variety of customer support matters which range from processing customer compensation claims to complaints handling, group bookings and assisted/special services, quality assurance and fraud prevention and detection and retail sales to individuals and corporates.

About the job

As Duty Team Manager you will be responsible for the daily running of a team of advisors (team size: 6-10 advisors) ensuring a high quality of customer service is maintained throughout. Your role will encompass call handling, email, telesales, and a web support service, you will act as a role model upholding our values around performance and delivery. You will be the first point of contact and knowledge for escalated cases and be expected to resolve them quickly and mitigate risk to the business.

Identify, plan, and deliver continuous improvement to how our services are delivered ensuring quality and integrity are maintained in daily client interactions.

Your main responsibilities will be:

• Provide team management experience to a team of advisors including managing the team's work and assigning duties needed to achieve agreed SLA's.
• Manage the quality and efficiency of your teams' work ensuring compliance in the handling of customer queries.
• Understand internal policies and processes and ensure the team adhere to the principles correctly.
• Have the required knowledge to resolve complex customer queries around tickets, travel information and journey planners while adhering to rail operating companies' guidelines.
• Ensure development, training plans and coaching are in place for each team member, reviewing development activity and conducting period performance reviews.
• Work collaboratively with peers and stakeholders across the business, sharing best practice and resolving issues.
• Liaise with the people function of the business in conducting employee relations related meetings such as absence reviews, return to works, documented discussions and investigations.
• Mitigate client resolutions in line with agreed approval protocol, escalating where necessary.
• Share knowledge and identify training needs to develop and upskill the team.
• Maintain up-to-date knowledge of rail and customer contact industry developments.

As a minimum, you will need to have:

• Prior experience within a management / supervisor role.
• Previous experience with employee relations meetings (absence reviews / return to works etc.).
• Excellent people management and customer service skills.
• Computer literacy including Microsoft Technologies (Office 365, Teams).
• Working knowledge of regulatory issues including GDPR.
• Enthusiastic, proactive, and passionate about providing excellent customer service.
• Able to diffuse difficult situations, articulate client needs and present solutions in a calm manner.
• Stakeholder management.
• Organised and efficient with the ability to analyse large amounts of information.
• Exceptional communication skills both verbal and written.

About the location

Remote Home Based role. Working pattern operational team shift pattern to cover from 06:00-23:00 including weekends (1 in 6 weekends).

The Reward

• 25 days Holiday plus National Bank Holidays.
• Travel Offers for Bus and Rail.
• Payroll Giving – donate directly from your pay to a Charity of your Choice.
• Shopping Discounts including discounts and cashback on electrical goods, your weekly shop, holidays, cinema trips, car insurance, upgrading your mobile and lots more.
• All employee Share Schemes.
• Employee Assistance Helpline – free, confidential employee support service provided by an independent provider after 6 months of employment.

We all belong at First Customer Contact. FirstGroup's vision is to provide an inclusive environment for all colleagues, across its group of businesses, ensuring all candidates have an equal opportunity to access meaningful employment. We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent. We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive. We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details. If you require additional support to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.