VACANCY REF: CSM Website – Aug 09
POSITION:Customer Service Manager
LOCATION:1 x Leicester
BAND: Management Grade - £26,000 to £28,000 per annum, 37 hours per week
SAFETY STATUS: Safety Critical

An opportunity is now available for an enthusiastic, dedicated and professional individual to take up this newly created role to ensure we continue to give our customers the best service.
This role will act as the day-to day point of contact for all station issues assisting in developing professional, highly motivated and enthusiastic teams, whilst ensuring customer service and performance targets are achieved and excellent standards of service are maintained. Specific accountabilities for the role include:-

• Ensure that staff recognise and actively display the East Midlands Trains values and behaviours in their service delivery.
• Assist in the management of train running performance at the station and take appropriate action to reduce minutes lost.
• Monitor the staffing levels at the station to ensure that all obligations are met and opportunities to increase customer service are maximized.
• Ensure that all performance and customer service targets are met, highlighting any concerns to the Station Manager in a timely manner.
• Monitor and maintain a safe environment for customers, contractors, the general public and employees of all companies using the premises
• Where applicable, ensure effective day-to-day management of the shunter staff within the area of accountability
• Update all safety notice cases and robustly carry out incident/accident reporting and investigation paying particular attention to implementing recommendations to ensure continuous improvement.

An excellent communicator, the successful candidate will also need to possess excellent people skills along with an understanding of performance monitoring, budgets and personnel procedures, please note that suitable training will be given in these key areas of the job if required. These posts can involve irregular hours and on-call commitment.

If you are interested in applying for this position please forward your CV and covering letter to the HR Team, The Academy, Hudson Way, Pride Park, Derby DE24 8HS. Alternatively you can email this to jobs@eastmidlandstrains.co.uk


CLOSE DATE
The closing date for these positions is Friday 4 September 2009.