Customer Services Manager-NorthLink Ferries

at  Serco Plc

Customer Services Manager
NorthLink Ferries, Stromness, KW16 3BH
Permanent / Full Time 35 hours
Competitive Salary + Benefits
We currently have an excellent opportunity for an experience Customer Services Manager to join Serco within our team at NorthLink Ferries. The Customer Service Manager is expected to lead and manage locations within one of Transport’s flagship contracts delivering a safe and exceptional lifeline ferry service from the Scottish mainland to the Northern Isles.
As part of the role, you will regularly engage in business related matters, such as budgeting, forecasting, system processes and recruitment selection.
The role involves active management of direct reports within the Customer Service departments at Stromness (including the Customer Service Centre), Scrabster, Hatston and Kiln Corner and you will be expected to provide professional management of the NorthLink Ferries Customer Service operation.
Key Accountabilities
Manage the delivery of the NorthLink Ferries Customer Service operation across operating sites in Stromness, Scrabster, Hatston and Kiln Corner identifying key trends and attending sites on a regular basis.
Compliance with the Serco Management System, Contractual Obligations, legal/ regulatory requirements, and standards and KPIs.
Maintain and develop documentation at a contract operation level that supports the Serco Management System.
Provide monthly Customer Service reports and KPIs to the Customer Service Director in support of this function.
To provide data and analysis for on-going budget and forecasting setting purposes.
Expected to foster and maintain relationships with key influencers within the local community.
What I need to do the role?
Ability to demonstrate Continuous Improvement and operational excellence.
Excellent Communication and Interpersonal skills.
Capability to handle escalated customer complaints diplomatically and professionally aiming for a satisfactory resolution.
Ability to analyse customer data, feedback and performance metrics to identify trends, areas for improvement and opportunities to enhance the customer experience.
Personal Effectiveness & Motivation.
Computer literate, in particular proficient in the use of Microsoft Office applications.
Implementing quality assurance measures to ensure consistency and excellence in customer service across the team
Understanding the Business and unique Operating Environment.
Flexible approach to working in line with the needs of a 24/7 business.
Ability to travel regularly to sites and vessels within or out with the geographic area of operation.
Ability to understand and operate in a highly politicised and public facing environment.

Please refer the Job description for details