Customer Services Manager

To support and deputise for the Operations Manager (People) to manage all aspects of operational performance in Northern Ireland including on time performance, delivering excellent customer experience, while managing a governance agenda that supports legislative, process and policy compliance, within the operational excellence framework.

Key Accountabilities

• Management of the customer services teams and ground staff team in Derry, Belfast and Dublin in accordance with FirstGroup policies, standard operating procedures and all relevant legislation.
• Support the induction and development of an engaged, talented and high performing customer services team, nurturing an innovative and continuous improvement culture.
• Conduct any investigation, disciplinary, grievance or absence management reviews in accordance with Company policy for staff within your team.
• Maintain accurate records for all aspects of performance, including maintenance of employee records.
• Work alongside service delivery members, fostering excellent working relationships between departments to ensure a consistent customer experience.
• Deliver agreed performance improvement plans and operational costs within budget.
• Ensure your team take ownership of customers issues and follow problems through to resolution.
• Develop and update customer service procedures and policies.
• Be the point of escalation for the handling of complex complaints and enquiries.
• Analyse customer and management information to ensure consistent delivery of the customer experience.
• Other duties commensurate with the role as may be deemed appropriate by the line manager.

Skills, Experience and Qualifications required

• Excellent customer service focus.
• A team builder and driver of high performance teams.
• A passion for safety and driving to deliver a high performing safety behavioural culture.
• Mentoring/coaching skills in the progression of the deliverables of the business
• Self-reliant and straightforward communicator with skill sets to promote the customer facing business, in a positive light with the capacity to inspire in a structured and encouraging way.
• Experience in providing customer service support.
• Working knowledge of customer service software, databases and tools.

What can we offer you?

• Free bus pass for you and your family on joining
• 25 days Annual Leave + Bank Holidays
• First Xclusives – Discounts on many high street brands, supermarket's, holiday's and cinema tickets, to name a few
• First My Rewards - Discounted train travel for you and your family after 6 months service – travel as far as London or Edinburgh for £6!
• Generous pension and shares scheme
• Employee Assistance Programme – 24hr, 365 days a year mental health support

Ref:022647 Company:Aircoach Website Skillset:All Other Roles Contract Type:Permanent - Full Time Contracted Hours:37.50 Location:Aircoach - Belfast Salary:£35,000 - £40,000 Closing Date:30 May 2023