At a Glance
- Tasks: Lead a diverse team to enhance safety and customer experience on board.
- Company: Join a dynamic company focused on customer service excellence.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional growth.
- Other info: Exciting role with potential for career advancement in a supportive environment.
- Why this job: Make a real impact by improving customer experiences and leading innovative projects.
- Qualifications: Experience in team management and strong communication skills required.
The predicted salary is between 60000 - 75000 £ per year.
A member of the Customer Services Directorate Leadership Team, accountable for the continuous improvement of safety, customer experience, performance and compliance within the On Board team with a pro‑active approach to influence/lead/deliver cross functional projects and the delivery of KPI's / business objectives.
Core Responsibilities
- Strong Leadership Skills with a passion for building diverse, inclusive teams (circa 200 colleagues with 6 direct reports) and developing talent.
- Customer centric mindset with strong instincts on improving customer experience, including for customers with additional assistance requirements.
- Thorough understanding of industrial relations and committed to constructive union engagement.
- Strong employee engagement capabilities, and adept at delivering great outcomes through building trust and engagement with your team.
- Financially capable, able to assess and manage budgets, controlling costs through robust management to maximise value and demonstrate efficiency.
- Effective communicator with gravitas to engage stakeholders including unions, local communities and colleagues from frontline to executive leadership.
- Strong prioritisation skills and lateral thinker able to balance project delivery and operational requirements while able to identify, evaluate and mitigate risk.
- Calm under pressure, decisive and a team player, you will have On-Call level 2 responsibility.
- Adaptable approach able to identify and adjust style and behaviour appropriate for the circumstances.
Required Skills
- In-depth knowledge of On Board operations
- Good understanding of railway safety manual standards
- IOSH Managing Safety
- Accident investigation/formal enquiry
- Managing a large team
- Trade Union negotiation
- Train operations management
Desired Skills
- Customer focused with strong business awareness
- Managing high performance through large groups of people
- Effective financial planning and budget management skills
- Excellent verbal and written communication, including report writing
Area On Board Manager in London employer: Govia Thameslink Railway Ltd.
As an Area On Board Manager, you will join a dynamic and inclusive team dedicated to enhancing safety and customer experience within the railway sector. Our company fosters a culture of continuous improvement and employee engagement, offering robust opportunities for professional growth and development while ensuring a supportive environment that values diverse perspectives. Located in a vibrant community, we prioritise collaboration and innovation, making us an exceptional employer for those seeking meaningful and rewarding careers.
Contact Details:
Govia Thameslink Railway Ltd. Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Area On Board Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Govia Thameslink Railway Ltd.. 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 Govia Thameslink Railway Ltd. 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 Area On Board Manager in London
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 Govia Thameslink Railway Ltd.:Your cover letter is your chance to shine! Tell us why you want to work at Govia Thameslink Railway Ltd. 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 Govia Thameslink Railway Ltd.!
How to prepare for a job interview at Govia Thameslink Railway Ltd.
✨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.
