About Us: Here at c2c we take pride in being an award-winning train operator running services between Fenchurch Street and Shoeburyness, serving 26 stations in East London and South Essex.Find out if this opportunity is a good fit by reading all of the information that follows below.Our customers never stand still and neither do we.We anticipate, innovate and flex around our customers needs and it takes a great team to do this.We are looking for a dedicated and versatile individual to join our team as a Customer Information Manager.Training Salary 41,977.00 Salary After Successful Assessment & Probation 47,217.00 Purpose of the Role: Provide accurate real-time information on c2c train service provision, performance and alterations to customers, both internal and external.Assist station staff and the management team in providing exceptional customer service.Interact with and manipulate the current, and any future successor business systems and technology to deliver customer information; for example, and illustratively, future changes to support deployment of the Thameside Operating Strategy.(For the avoidance of doubt this means that there will not be any new technology payments for the post holder to utilise new technology).Implement the appropriate elements of PIDD (passenger information during disruption) plans, support the activation of CSL 2 and manage interactions between employees and customers during disruption, ensuring accurate information is displayed and conveyed at all times.Answer customer help point queries in a timely manner.Provide out of hours contact for station issues.Provide out-of-hours coverage for social media ensuring that all essential tasks related to service disruptions are prioritised.Procure from On-Call arrangements any resources or services necessary to maintain c2cs train service operation when necessary.Procure taxi and rail replacement transport in accordance with Company procedures.Ensure the completion of a comprehensive contemporaneous record of all reported incidents, occurrences and updates, which affect the safety and reliability of c2cs services or contractual requirements to enable adequate managerial follow-up (daily log items).Undertake emergency rostering of Service Delivery personnel.Assist in the training, mentoring, and coaching of existing and new personnel in the Service Delivery Centre to promote and generate professional best practice.Collate performance data on behalf of the Service Delivery Manager when required.Mobilise security and emergency services staff are to help customers during both normal and degraded operations.Skills and Qualifications Needed: General education to GCSE, O level, or equivalent standards including English Mathematics and Science to the standard of at least GCSE Grade C.Excellent information technology skills Ability to work under pressure including managing multiple tasks simultaneously Excellent interpersonal, time-management and communication skills Knowledge of c2c geography and train service As this is a managerial position, the post holder will be required to uphold the personal appearance and dress code standards expected of a c2c manager on a 24/7 basis.For the avoidance of doubt this always means seasonally appropriate professional business attire.This includes night shifts and weekends.Able to follow detailed instructions, follow procedures, understand the safety impact of decisions made.Contribute to the c2c net zero campaign Membership of an appropriate professional body, e.g.the Chartered Institution of Railway Operators is highly encouraged.
Job Title
Customer Information Manager