Customer Service Development Manager

My client are now looking for a experienced Customer Service Development Manager to work alongside the Head of Customer Experience. This role has come about because of a member of staff who was originally tasked with this role going off long term sick, therefore leaving a gap which needs to be filled urgently.

The Project in which you will be working on is a large scale improvement plan of the passenger service that runs through Manchester town centre. This service is used on a day to day basis by commuters in Manchester and therefore while works are being done on it alternative methods must be put in place to keep levels of Customer service high.

This candidates main responsibility will be to develop and improve the customer experience as the passenger service expands, taking into account capacity timetable and customer needs. You will have to work with the Operator to ensure compliance and minimise disruption to Customers as Improvements to the network take place. You will also be tasked with reviewing the current service offering and develop improvements to enhance the customer offering particularly in relation to Special Events.

The delivery partner for the improvement plan will be running heavy construction works so there will be a element of stakeholder management and liaising with them to ensure you are fully briefed on works that are going on. You will need to consider and prioritise customer needs during the planned improvements and communicate effectively with relevant stakeholders to put plans and business cases together to ensure customer service is kept high.

You will also be asked to review the current customer experience and work with passenger service to develop and implement operational change and improvement to the customer offering. Promoting effective joint working relationships with the passenger service to ensure the successful launch of these services will be crucial.