Position Overview & Specifications
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