Customer Operations Team Leader
Are you passionate about delivering excellent customer service in a fast-paced, people-focused environment? Do you have the co-ordination and interpersonal skills required for our unique workforce transportation service?
We’re looking for a Customer Operations Team Leader to join our friendly and dedicated team, ensuring the needs of passengers, visitors and local residents are fully met across our transport network.
Somerset Passenger Solutions provide the workforce transport needs for one of the largest construction projects in Europe – Hinkley Point C. We transport thousands of clients to and from the site every day, working 24/7 to ensure that construction remains on schedule.
In this role, you’ll co-ordinate a team of customer service staff to ensure passengers receive timely assistance, accurate information, and a consistently positive experience across our network. You will also act as client liaison for associated fly parking and parking enforcement matters.
Working hours: Full time 39 hours per week. Monday – Friday various between 0600 – 1900hrs
Summary of Key Duties & Responsibilities:
• Assisting in the day-to-day co-ordination of the Customer Service Team providing cover and support to the team as required.
• Responsible for the training, development and continuous improvement of the Customer Service Team.
• Act as client liaison for associated fly parking and parking enforcement matters.
• Overseeing the smooth-running of workforce allocations to the Park and Ride locations.
• Assisting with the validation of data collected by liaising with the Operations Team and other relevant departments.
• Assisting with the testing of software upgrades, adhering to testing scripts and liaising with software suppliers to reports issues encountered.
• Actively championing all health & safety and security guidelines and procedures, whilst dedicating myself to ensuring all employees comply with the expected standards.
• Working closely with the Customer Operations Manager on the Customer Service rota and annual leave planning to ensure that there is adequate staff coverage.
• Identifying and resolving daily operational issues within the team.
• Escalating key concerns which can’t be resolved immediately to the Customer Operations Manager whilst providing proactive suggestions for resolutions and improvements in a timely manner.
• Attending Community, Council or HPC meetings with regards to parking issues.
You will need:
• Excellent knowledge of Microsoft Office based packages
• Co-ordinator / Team Leader experience
• Customer service background
• A flexible approach to working hours as we are a 24/7 business
• Driving licence
Desirable:
• Level 3 Team Leader qualification
• Knowledge of the transport sector
• Knowledge of domestic and EU driving regulations
• PCV Licence
Summary of benefits:
• Pension - 5% contributory pension matched by us
• Employee discount scheme
• Free local bus travel & significantly reduced rail travel for you and family members
• Life assurance
• 24/7 Employee Assistance Programme
• Discounted gym membership
• Annual pay review linked to retail price index
• Health benefits
Please note - All employees must be willing to undergo Baseline Personnel Security Standard (BPSS) and obtain a DBS certificate. This standard is designed to provide a level of assurance as to the honesty, integrity and values of individuals who are required to work at a Nuclear Licenced Site, or who may have access to sensitive nuclear information.
Somerset Passenger Solutions welcomes applications from a diverse range of candidates regardless of background, gender, race, religious beliefs, disability, sexual orientation or age.
