Manager Customer Experience and Communications


Transdev Wellington Manager Customer Experience and Communications

 

12 month Parental Leave cover

What the role involves:

Our fabulous Manager Customer Experience and Communications is taking 12 months Parental Leave so we have an exciting fixed term opportunity for someone to lead our Customer Experience and Communications team.

This team provides superior customer experience to all Metlink rail customers and continually seeking to improve customer satisfaction, being the advocate for the customers across the organisation, and delivering communications activities which support the business objectives.  This role will be a key facilitator in supporting the integration and transformation of our customer-focused culture and have responsibility for the delivery of our Customer Service Commitment – ‘a journey to be enjoyed’, designed to meet or exceed the baseline Customer Service Standards.

This role contributes to Transdev Wellington’s Vision for the Greater Wellington Passenger Rail network - the delivery of a reinvigorated and high quality rail experience for customers that will drive increased satisfaction, patronage and commerciality of services.

Leading a team of 11, key accountabilities include:

  • Driving the customer experience strategy including implementation and compliance of our Customer Service Commitment and ensures that this meets or exceeds the baseline Customer Service Standards
  • Working in partnership with GWRC and other stakeholders to deliver improvements to the customer experience and patronage growth marketing initiatives
  • Communicating internally our obligations to comply with our Customer Service Commitment and Customer Service Standards, customer and stakeholder management plans, imbedding positive customer-focused values into the Transdev Hyundai Rotem culture
  • Developing and maintaining valuable stakeholder relationships to strengthen the position and reputation of Transdev towards the client and stakeholders
  • Identifying and understanding stakeholder issues, interests, aspirations and concerns to better define what matters most
  • Continually drive an ethos of service excellence within the team.

 What we’re looking for:

  • Relevant tertiary qualifications in business management, communications or an equivalent discipline 
  • Experience (5 years+) in a similar role, including line management of staff, in complex organisation preferably in the transport or customer service industries
  • Experience in the end to end development and implementation of customer experience and communications processes and systems and programs.
  • Experience managing both internal and external stakeholder relationships
  • Proven record of supporting and encouraging a culture of professionalism and customer service orientation
  • Excellent interpersonal skills with emphasis on communication, negotiation and influencing

This opportunity commences late June 2020 and will finish around the same time in 2021.  Applications close on 3 June 2020, with interviews being held on 8, 9, 10 June 2020. Anticipated start date will be 22-26 June 2020.

In return we offer competitive pay and benefits in a positive culture which embraces diversity and employee feedback. We genuinely invest in our people and by joining us you will feel acknowledged and rewarded with outstanding career development opportunities.

If you’re passionate about delivering superior communications in a growing and fast paced industry then apply now!

How to apply:

Submit your cover letter and resume through the Transdev website by clicking the Apply Now button on this job ad.


Transdev Wellington Manager Customer Experience and Communications

 

12 month Parental Leave cover

What the role involves:

Our fabulous Manager Customer Experience and Communications is taking 12 months Parental Leave so we have an exciting fixed term opportunity for someone to lead our Customer Experience and Communications team.

This team provides superior customer experience to all Metlink rail customers and continually seeking to improve customer satisfaction, being the advocate for the customers across the organisation, and delivering communications activities which support the business objectives.  This role will be a key facilitator in supporting the integration and transformation of our customer-focused culture and have responsibility for the delivery of our Customer Service Commitment – ‘a journey to be enjoyed’, designed to meet or exceed the baseline Customer Service Standards.

This role contributes to Transdev Wellington’s Vision for the Greater Wellington Passenger Rail network - the delivery of a reinvigorated and high quality rail experience for customers that will drive increased satisfaction, patronage and commerciality of services.

Leading a team of 11, key accountabilities include:

  • Driving the customer experience strategy including implementation and compliance of our Customer Service Commitment and ensures that this meets or exceeds the baseline Customer Service Standards
  • Working in partnership with GWRC and other stakeholders to deliver improvements to the customer experience and patronage growth marketing initiatives
  • Communicating internally our obligations to comply with our Customer Service Commitment and Customer Service Standards, customer and stakeholder management plans, imbedding positive customer-focused values into the Transdev Hyundai Rotem culture
  • Developing and maintaining valuable stakeholder relationships to strengthen the position and reputation of Transdev towards the client and stakeholders
  • Identifying and understanding stakeholder issues, interests, aspirations and concerns to better define what matters most
  • Continually drive an ethos of service excellence within the team.

 What we’re looking for:

  • Relevant tertiary qualifications in business management, communications or an equivalent discipline 
  • Experience (5 years+) in a similar role, including line management of staff, in complex organisation preferably in the transport or customer service industries
  • Experience in the end to end development and implementation of customer experience and communications processes and systems and programs.
  • Experience managing both internal and external stakeholder relationships
  • Proven record of supporting and encouraging a culture of professionalism and customer service orientation
  • Excellent interpersonal skills with emphasis on communication, negotiation and influencing

This opportunity commences late June 2020 and will finish around the same time in 2021.  Applications close on 3 June 2020, with interviews being held on 8, 9, 10 June 2020. Anticipated start date will be 22-26 June 2020.

In return we offer competitive pay and benefits in a positive culture which embraces diversity and employee feedback. We genuinely invest in our people and by joining us you will feel acknowledged and rewarded with outstanding career development opportunities.

If you’re passionate about delivering superior communications in a growing and fast paced industry then apply now!

How to apply:

Submit your cover letter and resume through the Transdev website by clicking the Apply Now button on this job ad.

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