Senior Customer Service Control Manager - Rail Operations Centre (ROC Three Bridges)
9 days ago
Crawley
We're looking for a highly motivated Senior Customer Service Control Manager to lead the delivery of accurate, timely, and high-quality customer and staff information from our Control Centre at Three Bridges. This is a pivotal leadership role, where you will inspire and direct a team of Customer Service Control Managers to ensure our customers, colleagues, and industry partners always receive the right information at the right time especially during periods of disruption. You'll play a central part in shaping how GTR communicates in real time, acting as the voice of the customer within Control, and driving continuous improvement in our customer experience and communication standards. What you'll be doing • Leading, motivating and developing your team to deliver outstanding real-time information and customer experience standards., • Providing an onsite presence in the Control at critical times to support command and control and major incident management., • Delivering the Control Information Strategy, creating a consistent approach to customer and staff communications across the business., • Acting as the key link between Control, wider business teams (including Operations and Network Delivery), as well as industry partners and external stakeholders., • Embedding customer-focused decision making in all operational processes., • Driving improvements in the Passenger Information During Disruption (PIDD) process and incident reviews., • Proven leadership experience in a fast-paced, customer-focused environment (rail, transport, or other complex industries desirable)., • Strong communication and influencing skills, with the ability to engage stakeholders at all levels., • A passion for putting the customer at the heart of decision-making., • The resilience and calm approach needed to manage major incidents and disruption effectively.
