GTR are recruiting a Customer Service Team Leader based out of our Rail Operating Centre in Three Bridges

This is a great opportunity for an individual with a proven track record to work for one of the country's busiest and award-winning rail companies.

You'll be responsible for leading the delivery of passenger information during disruption and events across the GTR network from Three Bridges Control. This role is vital to achieve our ‘real-time' updates to customers and ensuring that the customers are at the forefront of every decision we make. This role is an exciting, varied position where your main responsibilities include; writing and creating disruption messaging, organising alternative transport and coordinating rail replacement buses. You'll work closely with a number of different roles within GTR Control, and working cross-functionally with Network Rail at times. If you're ready to embrace this excellent opportunity where you can make a genuine impact, we encourage you to apply today!

Key Accountabilities:

• Be the main lead in the delivery of timely, accurate and directive information during disruption
• Communicate clearly to passengers what the alternative travel options are
• Monitor the train service for any service impacting incidents, and ensure we take necessary measures to help passengers complete their journeys
• Lead the Customer Service team during the night shifts
• Work with other TOC's (Train Operating Companies) and bus providers to ensure alternative travel options are organised and managed effectively
• Collaborate with key stakeholders and Press Office teams during significant disruption and events
• Answering the Emergency Help Point calls that come from station platforms in line with the GTR company standard, and escalate incidents where required
• Be accountable for training and supporting new recruits and staff to develop their knowledge and skills, fostering a culture of continuous improvement and shared expertise.

Knowledge:

• Thorough knowledge of information processes and systems.
• Understanding of customers' needs in a high-pressure service environment.
• Wide knowledge of customer service.
• Understand how our customers receive information
• Strong decision maker
• Previous railway experience.
• Experience of working in a ‘customer focused' environment
• Have a communications background

Skills:

• Proactive at problem-solving and communicating effectively
• Developing and sustaining strong customer relationships
• Able to multi-task a number of high-pressured incidents and knowing what to prioritise.
• Identification of customer issues and successful resolution.
• Computer literature with reasonable typing speed.
• Resilient with the ability to diffuse challenging situations.
• Focused, motivated & results orientated.
• Strong problem-resolution skills.
• Good standard of written and spoken English.
• Demonstration of tenacity and positive attitude.
• Personable, friendly, and possess a willingness to be a strong customer advocate.
• Passionate, dynamic individual with enthusiasm and drive.
• Personal style that is in tune with GTRs vision.
• Be able to multi-task
• The ability to maintain concentration in a rapidly changing environment.
• To remain calm under pressure

Experience:

• Ability to use and understand multiple systems.
• Fasted-paced environment where decisions are critical to the customer.
• Proven capability of building strong relationships within and outside the organisation.
• Experience in working as part of a team.
• Proven capability of building strong relationships within and outside the organisation.
• Demonstrates a proven track record of achievement while being results driven and a team player.

What we can offer you: 

• Final salary pension 
• 25 days holiday plus bank holidays 
• Health Care 
• Free travel on GTR and sister groups for you and your family 
• 75% off travel on other train operating companies for you, and leisure for your family 
• Discounted Oyster Card 
• GTR offers maternity, paternity and adoption leave and time off for prenatal care, as well as shared parental leave - all part of our commitment to family friendly policies 
• StarHub – our great benefits package which, for example, includes discounts with many retailers.