Job Type: | permanent | Duration: | |
Category: | Customer Support or Client Care | Recruiter Reference: | seastern/TP/125/2239 - FML/D/116 |
URL for Applications: | Apply Here | Salary: | £33,000 per annum plus free travel |
A fantastic Customer Relations Quality Manager position has arisen working out of our modern London Bridge Head office.
As Customer Relations Quality Manager you will be responsible for looking to continuously drive and improve the quality of responses created by the Customer Relations Team, including our outsourced Customer Service provider.
You will be expected to manage our relationship with the Rail Ombudsman and be responsible for handling all cases in this area as well as maintaining industry leading results, delivering the best possible service for our customers and evolving our Customer Relations proposition through the use of a number of digital channels and AI.
This role is Monday – Friday standard office hours (with some flexibility over start time) and has the option for hybrid working with approximately 2 days a week required in the office.
Candidates should be aware that on occasion, this role could include national travel to meet with key stakeholders such as Contractors.
Take a look at the video below to see what we achieved in 2023!:
Package Description
Southeastern recognises the value of every individual employee and offers benefits that reflect this.
As well as a generous salary, we offer a comprehensive benefits package which includes;
You will have a number of accountabilities and responsibilities in this role, that will include but not be limited to:
To be successful for this role, candidates need to demonstrate the below in their application:
About Southeastern
Southeastern runs train services into London from Kent and East Sussex, operating almost 1,700 trains a day, carrying more than 400,000 passengers, serving 176 stations and covering 540 miles of track.
Just over 4,600 employees - mostly from the communities that we serve - work together to provide this vital service and we are looking to expand our successful team. We have a strong set of values that shape the way we run our business and guide our staff in delivering what our customers need. These are:
We are committed to being an inclusive employer, creating a workplace where everyone can come to work, feel safe and comfortable and able to do everything to the best of their ability. Read about some of the great Diversity and Inclusion initiatives our Head of Colleague Experience has been leading on here.
We recognise the positive value of diversity and it matters to us that our teams reflect the communities we serve. We welcome and encourage applications from people of all backgrounds.
We proud to be a WORK180 Endorsed Employer for Women. If you would like to know more information about how we are supporting our employees, you can view our policies and initiatives here.
We have also won the Top Employer award at the Women in Rail Awards 2022!
If you have been unsuccessful in the recruitment process for the same/similar position you will not be eligible to apply for a period of 6 months from that date.
All offers of employment are subject to us obtaining satisfactory references (covering all education, training, employment and unemployment in the preceding 5 years and any previous railway employment). We will also complete right to work in the UK and criminal record checks. This is to ensure we are employing the best person for the role and to protect our customers, colleagues and our reputation. We are unable to offer sponsorship to work in the UK.
This post will close before the intended closing date should sufficient number of suitable applications be received. Therefore, if you are interested in applying for this role, we suggest that you do so at the earliest opportunity to avoid disappointment.
SOUTHEASTERN is owned by SE Trains Ltd, a subsidiary of the Department for Transport’s public sector owning group, ‘DOHL.’ DOHL has responsibility for three rail companies, LNER, Northern Trains Limited and SE Trains.