Manager, Customer Experience

6 days ago

Halifax, Canada Via Rail Canada Full time

-Reference Number:

28880_042024
Status:

Permanent - Full time
Job Category:

Customer Service
City:

HALIFAX
Province:

Nova Scotia
Annual Salary / Hourly Rate:

79 169 - 97 797
Number of positions to be filled:

1
Application Deadline:

2024-05-19
Description:

Did you know that VIA Rail is carrying out ambitious projects to modernize its services and infrastructure? From our new ultramodern train fleet to ongoing improvement of our infrastructure and reservation system, we’re building the future of transportation in Canada. Working for VIA Rail is being a part of a collective effort in sustainable mobility.
- Manage, supervise, coach and develop all on-train services, station and ESC staff in the performance of a broad range of customer activities related to on train sales and service delivery including boarding management, ticketing, baggage, and provisioning of trains in response to customer needs. The scope of work activities varies and occurs over a changing geographic area while interfacing directly with customers and employees.
- Rides trains, supervises on-train and station activities to ensure quality customer service is delivered consistently day-to-day and operating requirements are performed in a safe, timely and responsive manner.
- Investigates customer feedback and survey results to identify opportunities for improvement and correct deficiencies in products and services. Conducts investigations in accordance with corporate policy and terms of the Collective Agreements no. 1 and 2 regarding accidents, personal injuries, operating rule violations, train delays and other irregularities, recommending and implementing corrective action required. Produces and distributes reports as required.
- Establishes and communicates performance expectations by defining outcomes related to our customers’ experiences in support of our Corporate vision. Motivates through positive reinforcement to generate sustained performance. Conducts and produces PMRC (Performance Management & Rules Compliance) reviews for each train trip. Develops and coaches employees as required to ensure the right fit between employees and job expectations. Ensures all service standards are delivered and adhered to by on-train personnel.
- Communicates and liaises with other services regarding issues that impact the delivery of standards to VIA’s customers. Organizes and facilitates meetings and briefings with employees to review service expectations, new procedures and change initiatives.
- May be required to attend the scene of derailments, accidents and incidents, coordinating all VIA activities to minimize any inconvenience to our customers and employees.
- Controls staffing level and expenditures and provides variance explanations.
- Ensures the customer experience at the station remains positive and memorable.
- Other duties as assigned.
Requirements:

EDUCATION AND EXPERIENCE:

- University degree in management, or an equivalent combination of academic background and supervisory experience in a customer service field, in a unionized environment.
- Must be Service Manager or In-Charge qualified with training experience and strong coaching skills, or have previous applicable management experience.
- Must be available to travel and work shifts, week-ends and holidays when required.
- Must be familiar with the Canada Labor Code, Public Health Agency of Canada (Health Canada) and Human Rights Act.
- First-aid qualified an asset.
- Good knowledge of Microsoft Office Suite (Word, Excel, Power Point) and Outlook. Developed organizational skills. Very good verbal communication skills in English and in French with solid writing skills in English.
- Must have solid performance record on file.

COMPETENCIES:

- LEADING PEOPLE: Leads teams with integrity and uncompromising respect for corporate conduct and safety standards.
- WORKING TOGETHER: Builds team skills to work effectively with own team and fosters collaboration amongst team members.
- MAKING THINGS BETTER: Demonstrates strong problem solving techniques. Leads the team in response to short term changing priorities while maintaining standards.
- COMMUNICATING: Communicates openly, always respecting and protecting the corporate image.
- DRIVING RESULTS: Sets priorities for employees to meet daily deadlines; develops plans to meet short term objectives and allocates resources accordingly. Demonstrates effective time management and is able to multitask.

At VIA Rail, we are proud to be an employment-equity employer and we strive to form teams that reflect the diversity of Canadian society. We aim to remove barriers to employment accessibility and aspire to provide an inclusive and equitable work environment where everyone is valued, regardless of their identity or differences, to enable them to reach their full potential.Note that we will only contact those who are selected for an interview.
Why choose VIA Rail?
- Competitive salary and a generous compensation and benefits package

  • Guest Experience Coordinator

    4 weeks ago

    Halifax, Canada 365 Experience Inc Full time

    **About Us** 365x.ca is Halifax's largest Airbnb management company. We have roughly 100 spaces across the HRM and a staff of 15-20 that facilitates 100's of travellers every month. Your role of a Guest Experience Coordinator will be managing the guest communication and dispatching requests to other departments. **Responsibilities include (and are not...

  • Customer Experience Manager

    2 months ago

    Halifax, Canada Air Canada Full time

    **Description** **Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.** As a Customer Experience Manager - Airports, you will play an important leadership role in our ambition...

  • Customer Experience Manager

    2 weeks ago

    Halifax, Canada Air Canada Full time

    **Description** **Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.** As a Customer Experience Manager - Airports, you will play an important leadership role in our ambition...

  • Manager, Customer Experience Trainee

    2 months ago

    Halifax, Canada TD Bank Full time

    402705BR Retail Banking - Management Halifax, NS March 13, 2023 Company Overview Department Overview At TD Canada Trust, we are the frontline of TD Bank. We strive to build deep and long - lasting relationships with our customers. By understanding their needs and providing personalized financial solutions, our purpose is to help our customers and small...

  • Manager, Customer Experience Trainee

    2 months ago

    Halifax, Canada TD Bank Full time

    **TD Description** Stay current and competitive. Carve out a career for yourself. Grow with us. **Department Overview** At TD Canada Trust, we are the frontline of TD Bank. We strive to build deep and long - lasting relationships with our customers. By understanding their needs and providing personalized financial solutions, our purpose is to help our...

  • Customer Experience Lead

    4 weeks ago

    Halifax, Canada Scotiabank Full time

    Requisition ID: 169738 Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. **What you’ll be doing** Our Customer Experience Leads are responsible for overseeing our high performing Retail Service teams. Scotiabank is a place where we put our customers first, and our priority is to help them achieve...

  • Customer Experience Lead

    1 week ago

    Halifax, Nova Scotia, Canada Scotiabank Full time

    Requisition ID: 200965Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.What you'll be doingOur Customer Experience Leads are responsible for overseeing our high performing Retail Service teams. Scotiabank is a place where we put our customers first, and our priority is to help them achieve their financial...

  • Customer Experience Manager-full Time

    2 months ago

    Halifax, Canada Michaels of Canada, ULC. Full time

    Store - HALIFAX, NS Deliver a customer centric shopping experience by managing and delivering effective front-end operations and expectations. Lead the omnichannel processes. Maintain store recovery standards to deliver our Brand Promises. Deliver friendly customer service. Assist Store Manager in leading and managing adherence to Standard Operating...

  • Airbnb City Manager

    3 weeks ago

    Halifax, Canada 365 Experience Inc Full time

    **About Us** 365x.ca is Halifax's largest Airbnb management company. We have roughly 100 spaces across the HRM and a staff of 15-20 that facilitates 100's of travellers every month. Your role of an Airbnb City Manager will be managing the customer experience of checking in to our spaces. **Responsibilities include (and are not limited to)**: - Managing...

  • Customer Experience Representative

    4 weeks ago

    Halifax, Canada Enterprise Holdings Full time

    The Customer Experience Representative (CXR) will provide a high level of customer service by assisting both internal and external customers, primarily face-to-face, supporting their branch and rental needs. The CXR will gain knowledge through local training and hands-on experience to provide administrative support, service customers, and act as a rental...

  • Customer Experience Representative

    4 weeks ago

    Halifax, Canada Enterprise Holdings Full time

    The Customer Experience Representative (CXR) will provide a high level of customer service by assisting both internal and external customers, primarily face-to-face, supporting their branch and rental needs. The CXR will gain knowledge through local training and hands-on experience to provide administrative support, service customers, and act as a rental...

  • Customer Experience Representative

    4 weeks ago

    Halifax, Canada Enterprise Mobility Full time

    Enterprise Mobility operates the Enterprise Rent-A-Car, National Car Rental, and Alamo car rental brands and has frequently been named one of the top places to work. Enterprise Mobility is the largest and fastest growing privately owned automotive rental and leasing company in North America and we are hiring now! We are working towards our shared vision to...

  • Customer Experience Representative

    16 hours ago

    Halifax, Canada Enterprise Mobility Full time

    Enterprise Mobility operates the Enterprise Rent-A-Car, National Car Rental, and Alamo car rental brands and has frequently been named one of the top places to work. Enterprise Mobility is the largest and fastest growing privately owned automotive rental and leasing company in North America and we are hiring now! We are working towards our shared vision to...

  • Customer Experience Representative

    4 weeks ago

    Halifax, Canada Enterprise Holdings Full time

    Overview Enterprise Mobility operates the Enterprise Rent-A-Car, National Car Rental, and Alamo car rental brands and has frequently been named one of the top places to work. Enterprise Mobility is the largest and fastest growing privately owned automotive rental and leasing company in North America and we are hiring now! We are working towards our...

  • Customer Experience Representative

    4 weeks ago

    Halifax, Canada Enterprise Holdings Full time

    Overview Enterprise Mobility operates the Enterprise Rent-A-Car, National Car Rental, and Alamo car rental brands and has frequently been named one of the top places to work. Enterprise Mobility is the largest and fastest growing privately owned automotive rental and leasing company in North America and we are hiring now! We are working towards our...

  • Customer Experience Representative

    1 week ago

    Halifax, Nova Scotia, Canada Enterprise Holdings Full time

    Overview Enterprise Mobility operates the Enterprise Rent-A-Car, National Car Rental, and Alamo car rental brands and has frequently been named one of the top places to work. Enterprise Mobility is the largest and fastest growing privately owned automotive rental and leasing company in North America and we are hiring now We are working towards our shared...

  • Call Centre

    7 days ago

    Halifax, Canada Customer Communications Corp Full time

    **NEW CALL CENTER OPENING - HIRING ONLY MANAGEMENT POSITIONS** **EARN 40K TO 100K TO START.** - **MASSIVE HIRING GOING ON RIGHT NOW FOR MAJOR EXPANSION **_ **CALL CENTER / BPO MANAGEMENT POSITIONS AVAILABLE** **NOTE - We are not hiring for any call center agent positions at this time.** **Brand New Office Opening - Halifax, Nova Scotia** 1. BPO...

  • Customer Experience Associate

    2 weeks ago

    Halifax, Canada TD Bank Full time

    **Customer Experience Associate**: - 423976BR **Job Category - Primary** - Retail Banking - Customer Service **Work Location** - 6239 Quinpool Road **Employment Type** - Regular **City** - Halifax **Time Type** - Part Time **Province/State** - Nova Scotia **Hours** - 15 **Workplace Model** - Onsite **Pay Details** **Department Overview** At TD...

  • Customer Experience Associate

    3 weeks ago

    Halifax, Canada TD Bank Full time

    **Customer Experience Associate**: - 415865BR **Job Category - Primary** - Retail Banking - Customer Service **Work Location** - 5495 Spring Garden Road **Employment Type** - Regular **City** - Halifax **Time Type** - Part Time **Province/State** - Nova Scotia **Hours** - 15 **Workplace Model** - Onsite **Pay Details** **Department Overview** At...

  • Customer Experience Associate

    2 weeks ago

    Halifax, Canada TD Bank Full time

    **Customer Experience Associate**: - 416792BR **Job Category - Primary** - Retail Banking - Customer Service **Work Location** - 278 Lacewood Drive **Employment Type** - Regular **City** - Halifax **Time Type** - Part Time **Province/State** - Nova Scotia **Hours** - 15 **Workplace Model** - Onsite **Pay Details** **Department Overview** At TD...