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Customer Service Duty Manager

National Express
Job LocationLondon Stansted Airport
EducationNot Mentioned
Salary34,825 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time or part-time

Job Description

We have an exciting opportunity for a Duty Manager in Stansted.You will play a crucial role in the running of the site ensuring the delivery and embedment of a safe, secure and customer focused culture. You will support the Coach Station Manager to ensure that service and presentation standards are delivered to meetthe business expectations, as well as provide coaching, development, empowerment, motivation and supervisory support to the Customer Service Advisors.As the successful candidate, you will demonstrate expert accuracy levels and have a fantastic eye for detail with the ability to build strong internal and external stakeholder relationships. You will have previous experience of managing and supporting teams,delivering excellent customer service in a fast paced environment. You will evidence a proactive, solution orientated, collaborative and can do attitude in all areas of duties, along with confident communication & people skills with an ability to put peopleat ease.The assessment centre for this role will take place on Tuesday 21stFebruary.What youll do...

  • Oversee the day-to-day activities within the site ensuring efficient shift plans are designed in accordance with the business need and effective communication is maintained throughout the shift with internal and external stakeholders
  • Proactively provide support and assistance to customers, colleagues, drivers and external stakeholders
  • Manage and support staff in line with National Express Policies & Procedures including supervision, absence management, performance management, disciplinary & grievances
  • Promote cohesive, empowered and engaged working environment
  • Identify individual training and development needs and plan to meet these by effective use of iLearn and PDRs
  • Contribute to the recruitment, induction and training of new CSAs through effective use of NX recruitment and induction process
  • Adhere to FCP and ensure the team are performing in accordance to the policy at all times
  • Fully competent in the use of the relevant ticketing and operational systems, processes and procedures necessary to fulfil the role
  • Ensure efficient and consistent communication process is in place and daily briefings, regular team meetings and bi-monthly one-to-ones are held
  • Actively promote inclusion by ensuring that CSAs are supported to participate in Community and Engagement activities
What we offer in return for your hard work and commitment
  • Free nationwide National Express coach travel for you and a nominated person, and 50% discount for friends and family*
  • A company pension
  • Access to our Employee Assistance Programme, which includes free counselling and further support to improve your health and wellbeing
  • Exclusive benefits and savings from thousands of the UKs largest retailers and service providers
  • Endless opportunities for progression within the business
*Terms and conditions apply Things to note... National Express has a very high focus on health and safety and as a result operates a strict Drugs and Alcohol Policy which is applicable to all employees.Drug and Alcohol testing iscompleted as part of the assessment process as well as random checks during employment according to the policy.

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