Customer Relations Manager
Employer: NATIONAL RAIL ENQUIRIES
Salary: Competitive Salary and Benefits Package
Location:
Closing date: 15th June 2012
Position advertised by: ATOC
Within ATOC, National Rail Enquiries (NRE) provides a wide range of services around information provision about the rail industry and other modes of integrated transport, both in timetable and real-time formats. NRE is the largest provider of such information and has seen enormous growth in the use of information from its channels, with some 250 million customer contacts per annum which continues to grow.
The NRE Customer Relations Manager will manage all aspects of the National Rail Enquiries Customer Relations activities. This will include the remote Management of NRE’s outsourced Customer Relations department based in Mumbai, India.
The post holder will focus on service delivery of the customer relations operations and will work with all NRE departments and Train Operating Companies (TOCs) to ensure that feedback is channelled consistently to allow for root cause analysis and subsequent service improvements. In addition you will act as the single point of contact Passenger focus, DFT, London Travel Watch and ATOC for all NRE Customer Relations matters.
To fulfill this demanding role, applicants need a minimum of two years’ senior level experience of managing a customer relations department. You should have sound working knowledge of the NRE customer services operations and how it interfaces with TOCs and third stakeholder parties. In addition the successful candidate will be an excellent communicator, able to influence and motivate and perform well under pressure and must have a sound knowledge of the passenger rail industry and business process outsourcing.
If you believe you have the qualities and skills we are seeking, please email your CV to the Personnel Manager at recruitment@atoc.org
The closing date for this post is Friday 15th June 2012
