Customer Service Manager

Job description / Role

The Customer Service is responsible for the fare collection and customer service and shall include (but not limited to) all passenger sales activities, fare collection, distribution channel management, customer service, contact centre management, customer complaint management, monitoring, evaluating and reporting of sales performance, customer satisfaction, marketing effectiveness and development of training and competency requirements

Key Job Responsibilities
• Lead the retail, sales and Passenger customer service operational delivery ensuring the provision of sufficient, competent resources to meet the plan.
• Define and contribute to the development of the SAR Passenger service customer service deliverables
• Define and contribute to the development of customer service passenger standards including end to end, touch point’s, modal integration, behavioural
• Identify and define customer service standards measurement including mystery shopping, staff survey, external audit on quantitative and qualitative basis
• Responsible for the annual development of the retail and sales component of the business plan including revenue generation and costs. Monitor revenue and retail and sales costs and provide direction to the retail and sales team to manage the business unit in line with business plan. Ensure expenditure is controlled in line with agreed budget.
• Ensure the total retail, customer service and sales function for the business unit works within defined health and safety legislation, SAR, SERCO and International standards and that a regular review and audit process is instituted to monitor this.
• Identify and define customer service excellence for SAR
• Identify, define and create standards for customer service, sales performance and delivery and develop processes to embed continuous improvement.
• Responsible for the development of all retail and sales team members ensuring appropriate development plans are drawn up for each team member and that a regular process of review and appraisal is applied.
• Take senior business unit decisions on behalf of the Customer Service and Distribution channels manager out of office hours through an on-call commitment.
• Identify supply chain and maintenance concerns and define rectification
• Develop strong relationships with external stakeholders, SAR, Freight and Infrastructure colleagues defining all in stakeholder register
• Define customer service staff people requirements, TNA and task analysis

HSQE Responsibilities and Information Security Responsibilities
• Lead in the development and implementation of the Integrated Management System requirements within their Department and provide the leadership to ensure that contents of Health, Safety, Quality and Environment and Information Security Policy Statements are known and understood by their staff
• Provide input into the development of the Health, Safety, Quality and Environment and Information Security Policy Statements
• To exercise a personal duty of care for their own health, safety and welfare and for those affected by the acts or omissions and promote the same within their area of responsibility
• Ensure that a good HSQE and Information Security culture is promoted within their departments and among their peers
• Lead by example and ensure that ways to conserve energy, water and resources and minimize the generation of waste are identified and responded to within their area of responsibility
• Protect information assets and data including both electronic and paper based from all threats whether internal, external, deliberate or accidental
• Promote a good HSQE and Information Security culture among their departments and peers
• Conduct regular reviews on the HSQE and Information Security Performance and seek ways to continually improve
• Carry out regular safety tours and inspections.

Requirements

• Ideally a degree holder in relevant discipline
• Ideally holds membership or accreditation from a professional body such as the IRO.
• Sound knowledge of retail and sales procedures

Skills
• Must be a skilled manager in communicating, motivating and developing staff
• Must be politically incisive in communicating effectively with KSA Ministries, government agencies, board members, media/press, contractors and staff
• Highly motivated and flexibility to work in a time-sensitive environment to respond quickly and effectively to unanticipated high workloads, events and emergencies
• Excellent analytical reasoning ability and capable of making decisions on complex matters
• Ability to multi-task and analyze situations promptly and without bias so as to determine the proper course of action or alternatives without jeopardizing human safety, quality and the committed performance targets
• Thorough understanding of all aspects of safety issues related to railway operations.
• Skilled report writer and good numeric skills to manage substantial revenue and cost budgets

Experience
• 10 years general experience
• 8 years railway experience 5 of which in the retail function
• Good understanding of the rail systems basics such as passenger, freight or heavy haul operations and signalling systems, automatic gates and fare collection, track and crossovers, control and communication systems and E&M systems, their functions and operations.

Additional / special features of the role
• Ensure compliance with the Serco Management System and all relevant business processes, procedures and work instructions to deliver all work with appropriate quality and governance standards
• Ensure security and integrity of all data provided including reporting performance, finance and customer information; reference Serco non-disclosure policy
• To exercise personal duty of care for their own health, safety and welfare and for those affected by their acts or omissions; reference SMS GSOP-HSE1-6 Serco organisational HSE responsibilities
• Ensure compliance with all training requirements of Serco and ensure adherence to these requirements at all times whilst in employment
• Report any accidents, incidents, breaches or potential breaches to appropriate management or the speak up process

About the Company

Serco is a FTSE 250 international service company which combines commercial know-how with a deep public service ethos.

Serco customers are looking for expertise in managing their people, processes, technology and assets more effectively. We advise economic decision makers, design innovative solutions, integrate systems and - most of all - deliver quality services directly to the public.

Serco supplies to governments, government enterprise, agencies and companies who seek a trusted outsourcing partner with a solid track-record of service excellence. Serco people offer operational, logistical and technical expertise in the Transport, Justice and Immigration, Defence, Education and Healthcare industries as well as in the commercial sectors of Facilities Management.

Serco Middle East have been in the Region since 1947, starting out delivering Air Traffic Control Services in Bahrain; a service we are proudly still running today and have expanded to include many other Airports in the region.

We have expanded significantly since that time across the UAE, Saudi Arabia and Qatar. We have been supporting the RTA to operate the Dubai Metro since 2009, are preparing to launch the flagship Saudi Arabia Passenger Rail service from Riyadh to Qassim in 2016. We deliver Facility Management services to both Cleveland Clinic and Healthpoint Hospitals in Abu Dhabi, large-scale medical facilities in Saudi Arabia and a range of educational and commercial properties in the UAE. We also deliver postgraduate education to Officers in the Qatar Armed Forces through the Joaan Bin Jassim Joint Command and Staff College in Doha.

Focusing on our core values, and creating a positive environment for employees to thrive, we look forward to a bright future as we continue to grow with the region.