London Underground Vacancies – Centre Team Manager

Job Description:

Our team is responsible for guiding our customers across our network and responding to their feedback. Whether it be via Bus, Underground, Bike Rental, River service, or one of the other many modes of transport we cover, we are there to help our Customers with their journeys, and fare queries.

The team comprises over 300 staff across the Contact Centre, Visitor Centres and Lost Property Office. The majority of the team work within the contact centre, both working at home and in the office and we also have 50 staff who usually work in the 7 Visitor Centres based at King’s Cross, Victoria, Piccadilly Circus, Liverpool St, Heathrow and Gatwick.

Job Responsibilities:

• You will support our advisers’ wellbeing and create a culture where they feel valued and motivated
• You will ensure the consistent delivery of excellent customer service across all of our customer channels
• You will actively create a vibrant, enjoyable and inclusive working environment
• You will manage the performance of Customer Service Advisers and Visitor Centre Advisers, ensuring the team support and resolve queries and complaints to a high standard
• Take overall responsibility of the Contact Centre, and the safety of agents when scheduled in the office
• You will set clear objectives, monitor workloads and performance and take action to improve any necessary areas
• You will build excellent relationships with internal and external stakeholders and suppliers to ensure that customers receive the best possible experience.
• You will identify and implement opportunities to improve the Contact Centre and Visitor Centre’s quality of service

Job Requirements:

• Knowledge of social media platforms as a customer service channel and the impact these may have
• Knowledge of Payment Card Industry regulatory requirements.
• Ability to develop, motivate and maintain a high performing customer service team
• Knowledge of workforce performance management in a customer service environment.
• Ability to pro-actively plan, manage own and others’ time effectively
• Substantial communication skills orally and in writing.
• Strong knowledge of the public transport industry.

Job Details:

Company: TFL

Vacancy Type: Full Time

Job Location: Croydon, GB

Application Deadline: N/A

Apply Here

vacanciesforyou.net