Job Description

Are you passionate about delivering exceptional customer information and have experience leading a team to success? We are looking for a Customer Service Control Manager to join our team and take on the challenge of providing outstanding real-time information to our customers and staff.



In this role, you will collaborate with internal and external stakeholders at all levels to communicate effectively and ensure that timely and precise information is delivered. Your contribution will extend beyond your team, and you will work closely with others to deliver exceptional results.



The ideal candidate will have experience in managing and leading a team, excellent communication and collaboration skills, and a passion for providing outstanding customer information. You should be comfortable working in a fast-paced environment and have a track record of delivering results.



Can you bring the following into the role?

Essential:

Experience in managing and leading a team. Excellent communication and collaboration skills. Comfortable working in a fast-paced environment. Track record of delivering results. Manage and lead the delivery of real-time information ensuring that it is accurate, timely, and exceeds business and industry-set standards. Understand the train service routes operated across the Govia Thameslink Railway network and appropriately react to real-time customer information needs. Knowledge and understanding of internal information systems. Protect the interests of customers in the operational environment and act as the 'voice of the customer' for control. Lead the information delivery team ensuring that on each shift there is full compliance with information delivery standards and targets against train service amendments and route message quality are met. The role will engage regularly with internal stakeholders to ensure that the output from control meets the needs of the business. Support team development and a continuous improvement process through regular reviews of information provision, comparing control output to the set standards. Constantly look at ways of improving the customer journey experience, to be the leading specialist in train, station, and external information provision. Analytical and problem-solving skills with the ability to communicate complex information

Excellent analytical and computer skills - using the Microsoft suite of software and as well as possessing the ability to quickly learn the bespoke rail industry systems, as required, to monitor, record and improve GTR performance.

Shift pattern:

A four-weekly rotating roster is in place and alternates between different shift times. Typically, you'll work a mixture of earlies (0630-1430) and lates (1430-2230) during the week. Within the four-week roster period there is a requirement to work a mix of weekend shifts. Weekend shifts are 12-hours (0700-1900)


Though this isn't a 24/7 role, the railway is always active, and from time to time, we may ask you to extend your working times to support with the critical running of operations.


This is a basic overview of the roster pattern. Full details can be issued upon request or during interview.


Please find attached a job description for full information on the role.