Job Description

An exciting opportunity has opened as the Customer Relations Operations Manager within the Customer Excellence team at GTR.





This varied role will appeal to enthusiastic and passionate people who thrive on fixing problems, collaborative working and have a commitment to delivering exceptional customer service.



You'll be responsible for the day-to-day management of our outsourced contact centre, focussing on managing processes, meeting SLAs, forecasting and helping deliver best in class service levels as GTR strive to become the industry leaders in contact centre customer support. You'll also be responsible for managing a specialist team, who look after high profile and complex complaints, driving high standards and encouraging continuous improvement. You'll use data and insight to influence business decisions and represent the customer voice through the creation of weekly and periodic operational reports. An understanding of CRM systems and some general technical know-how would be beneficial. You'll also be involved in change management as the industry and GTR work to deliver new products, technology and ways of working across multiple workstreams.





Working as part of a small team you'll report to the Head Of Customer Relations and be responsible for maintaining high customer service standards and identifying areas to drive meaningful change with a keen eye on budgets and cost efficiency.





You should have exceptional customer service skills and the ability to communicate effectively in both the written and spoken word. You should be flexible, adaptable and able to reprioritise quickly in a fast-paced and pressured environment. You'll need to have a resilient and positive attitude, demonstrate GTR leadership behaviours and encourage both internal and external team members to be the best they can be.





Rail experience would be highly beneficial. Contact Centre management experience is essential. You should be educated to degree level or equivalent.





We offer a competitive salary and other benefits; this is a hybrid role and we'd like to see you working in the office with your team for at least two days per week. This is a fantastic opportunity to join an influential team within GTR.