Customer Contact Centre Operational Support

Who are we?

South Western Railway (SWR) operates over 1,500 services each weekday across the network and employs more than 5,000 people. We provide easy and convenient mobility, connecting people and communities in South West London, southern counties of England, and the Isle of Wight.

Join our team and help us continue to bring people together to get the most out of life. About the job

The role will act as a key interface between the Operations Team and the Team Leaders. Working closely with the Planning manager to support long and short-term resourcing requirements and ensuring payroll is completed in a timely manner. Driving performance and adherence short term and in real-time to ensure Customer Contact delivers on its customer NRC and regulatory requirements. In addition, this role will work closely with the Data Analyst to ensure daily / weekly and period reporting is provided in a timely manner.

Your main responsibilities will be:

• Monitoring of all live data and resource feeds in the appropriate systems.
• Attend daily meetings and provide updates on performance or challenges throughout the day, or any know future issues.
• Balance resource deployment across channels at each location in consideration of SLA requirements by scheduling resources appropriately.
• Ensure resource is in the 'right place at the right time' supporting the Duty Team Leader.
• Support the Planning Manager including monitoring the CC Realtime mailbox and provide payroll support.
• Be responsible for the delivery of the daily, weekly, and period reporting suite.
• Be responsible for the delivery and management of the performance reporting suite.
• Provide a backup to the Planning Manager in key areas to cover absence.
• Provide a backup to the Data Analyst in key areas to cover absence.
• Provide a backup for Telephony Support to cover absence.
• Act as the conduit for resource and channel changes from the Business Technology & Performance Manager.

You'll need:

• Advanced analytical skills with the ability to manipulate and analyse raw data and present the analysis in an appropriate manner.
• Strong knowledge of and experience with workforce methodologies, scheduling tools and call-flow technologies & strategies.
• Excellent analytical, problem-solving, verbal, and written communication skills.
• Ability to work effectively with various levels of Management/Team Leaders/Duty Managers
• Strong interpersonal, collaborative, organizational and planning skills.
• Demonstrated strong PC Skills including Microsoft Office, especially Excel.

It would be beneficial if you have:

• 3 -5 years' experience in the operation of the Customer Contact Centers
• Knowledge and understanding of the CC workforce planning programs, CRM platforms and IVR systems.

Working pattern

Working an average of 37 hours per week over 5 days. Mainly office hours Monday to Friday, with an expectation to work flexibly across a 7 day week operational Contact Centre.

The Reward

In return we offer a competitive salary and a variety of valuable benefits, including:

• Free duty and leisure travel on SWR services for employees
• Free leisure travel for spouse/partner and dependants (criteria dependent)
• 75% discount on many other train operating companies
• Full training and support with development
• Excellent pension scheme

We all belong at SWR.

Our vision is to provide an inclusive environment for all colleagues, ensuring all candidates have an equal opportunity to access meaningful employment.

We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.

We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.

If you require additional support to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.