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🇬🇧 United Kingdom Corridor 🛡️ Verified Employer Direct Placement

Customer Services Manager

🏢 FirstGroup 📍 Belfast, Northern Ireland 💼 Company - Public
Currency:
£35,000 - £40,000
£2,917 - £3,333 / mo
Verified Corporate Employer (Authorized Corporate Employer)

This vacancy is published by an accredited employer with authorized corporate payroll and standard compliance adherence.

Transatlantic Cost of Living & Purchasing Power Benchmark

Verified Analytics
Location Base
Belfast, Northern Ireland
Tier-1 UK Economic Zone
Est. Take-Home Pay
68% - 74% (After PAYE & NI)
Single tax filer baseline
Transatlantic Parity
1.0 GBP ≈ $1.28 USD Living Standard
Direct corporate benchmark

Position Overview & Specifications

To support and deputise for the Operations Manager (People) to manage all aspects of operational performance in Northern Ireland including on time performance, delivering excellent customer experience, while managing a governance agenda that supports legislative, process and policy compliance, within the operational excellence framework.


Key Accountabilities

  • Management of the customer services teams and ground staff team in Derry, Belfast and Dublin in accordance with FirstGroup policies, standard operating procedures and all relevant legislation.
  • Support the induction and development of an engaged, talented and high performing customer services team, nurturing an innovative and continuous improvement culture.
  • Conduct any investigation, disciplinary, grievance or absence management reviews in accordance with Company policy for staff within your team.
  • Maintain accurate records for all aspects of performance, including maintenance of employee records.
  • Work alongside service delivery members, fostering excellent working relationships between departments to ensure a consistent customer experience.
  • Deliver agreed performance improvement plans and operational costs within budget.
  • Ensure your team take ownership of customers issues and follow problems through to resolution.
  • Develop and update customer service procedures and policies.
  • Be the point of escalation for the handling of complex complaints and enquiries.
  • Analyse customer and management information to ensure consistent delivery of the customer experience.
  • Other duties commensurate with the role as may be deemed appropriate by the line manager.

Skills, Experience and Qualifications required

  • Excellent customer service focus.
  • A team builder and driver of high performance teams.
  • A passion for safety and driving to deliver a high performing safety behavioural culture.
  • Mentoring/coaching skills in the progression of the deliverables of the business
  • Self-reliant and straightforward communicator with skill sets to promote the customer facing business, in a positive light with the capacity to inspire in a structured and encouraging way.
  • Experience in providing customer service support.
  • Working knowledge of customer service software, databases and tools.

What can we offer you?

  • Free bus pass for you and your family on joining
  • 25 days Annual Leave + Bank Holidays
  • First Xclusives – Discounts on many high street brands, supermarket's, holiday's and cinema tickets, to name a few
  • First My Rewards - Discounted train travel for you and your family after 6 months service – travel as far as London or Edinburgh for £6!
  • Generous pension and shares scheme
  • Employee Assistance Programme – 24hr, 365 days a year mental health support

    Ref:022647
    Company:Aircoach
    Website Skillset:All Other Roles
    Contract Type:Permanent - Full Time
    Contracted Hours:37.50
    Location:Aircoach - Belfast
    Salary:£35,000 - £40,000
    Closing Date:30 May 2023
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Candidate Selection & Onboarding Process

1

Application & Resume Screening

Submit your tailored CV/Resume directly to the talent acquisition portal.

2

Technical & Competency Interviews

Virtual interviews with the hiring manager and multidisciplinary team.

3

Formal Offer & Benefits Negotiation

Written agreement outlining compensation, equity, retirement vesting, and relocation allowances.

4

Onboarding & Corporate Integration

Equipment provisioning, team orientation, and commencement of duties.

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Hiring Organization
FirstGroup

Apply for this Position

Location: Belfast, Northern Ireland
Eligibility: Verified Employer Direct Placement
Schedule: Company - Public
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