Job Detail

Customer Service Duty Manager - National Express

Date Posted: May 07, 2023
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Job Description

We have an exciting opportunity for a Duty Manager in Southampton. Please note this role will include weekend work with shifts between 07:00 to 18:00. You will play a crucial role in the running of the site ensuring the delivery and embedment of a safe, secure and customer focused culture. You will support the Coach Station Manager to ensure that service and presentation standards are delivered to meet the business expectations, as well as provide coaching, development, empowerment, motivation and supervisory support to the Customer Service Advisors. As the successful candidate, you will demonstrate expert accuracy levels and have a fantastic eye for detail with the ability to build strong internal and external stakeholder relationships. You will have previous experience of managing and supporting teams, delivering excellent customer service in a fast paced environment. You will evidence a proactive, solution orientated, collaborative and can do attitude in all areas of duties, along with confident communication & people skills with an ability to put people at ease. The assessment centre for this role will take place on Wednesday 24th May. What you'll do Oversee the day-to-day activities within the site ensuring efficient shift plans are designed in accordance with the business need and effective communication is maintained throughout the shift with internal and external stakeholdersProactively provide support and assistance to customers, colleagues, drivers and external stakeholdersManage and support staff in line with National Express Policies & Procedures including supervision, absence management, performance management, disciplinary & grievancesPromote cohesive, empowered and engaged working environmentIdentify individual training and development needs and plan to meet these by effective use of iLearn and PDRsContribute to the recruitment, induction and training of new CSAs through effective use of NX recruitment and induction processAdhere to FCP and ensure the team are performing in accordance to the policy at all timesFully competent in the use of the relevant ticketing and operational systems, processes and procedures necessary to fulfil the roleEnsure efficient and consistent communication process is in place and daily briefings, regular team meetings and bi-monthly one-to-ones are heldActively promote inclusion by ensuring that CSAs are supported to participate in Community and Engagement activities What we offer in return for your hard work and commitment Free Bus & Coach travel for yourselfComplimentary coach travel for a Nominated Person or complimentary bus travel for a Spouse or Partner50% discount for friends and family on full fares on our coach servicesA company pensionAccess to our Employee Assistance Programme, which includes free counselling and further support to improve your health and wellbeingExclusive benefits and savings from thousands of the UK's largest retailers and service providersEndless opportunities for progression within the businessNational Express is proud to be a Disability Committed organisation. We therefore welcome applications from disabled candidates. Please let us know in your application if you have any accessibility needs.Things to Note At National Express, we are really proud of our health and safety record and as a result, we operate a Drugs and Alcohol Policy which is applicable to all employees. As part of your initial assessment, we will complete Drug and Alcohol testing and you may be subject to random tests during your employment.

Job Detail

  • Location:
    Southampton, United Kingdom
  • Company:
  • Type:
    Full Time/Permanent
  • Shift:
  • Career Level:
  • Positions:
  • Experience:
  • Gender:
    No Preference
  • Degree:
  • Apply Before:
    Jun 10, 2023