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Manager, Customer Experience

4 months ago

Vancouver, Canada Via Rail Canada Full time

-Reference Number:

10219_042024
Status:

Permanent - Full time
Job Category:

Customer Service
City:

VANCOUVER
Province:

British Columbia
Annual Salary / Hourly Rate:

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

1
Application Deadline:

2024-04-29
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.
Are you passionate about customer service and the travel industry? Do you enjoy managing and coaching people to help them elevate their game and bring the best out of them? If you’re looking for a job in a fast-paced environment where you get to use your problem-solving skills in a team atmosphere, then this is an opportunity for you
Key Responsibilities
As Manager, Customer Experience, you will report to the Senior Manager - Customer Experience. You will manage, supervise, coach, and develop Customer Experience staff in the performance of a broad range of customer service touch point activities related to Stations Operations as well as On-train Operation.
This will include overseeing the staffing of VIA Rails Stations and crewing of VIA's Rails trains in the Western Region, including conducting employee performance and regulatory audits, overseeing staffing levels, on time departures, handling emergency response, customer issues and platform management.
As Manager you are the primary liaison with stakeholder departments on matters that relate to station operations and on-train service delivery. Administratively, the Manager will analyze the daily train trip reports received by the on-train Service Manager, as well as customer complaints, and will make recommendations for enhancing overall customer service.
The CE Manager will perform regular audits and takes corrective action, where required, and will ensure the staff promote VIA products and services with an aim to increase ancillary revenues.
The CE Manager position will monitor compliance to ensure Federal, Provincial and Canada Labour Code regulations on safety, sanitation and Health and Safety are adhered to, and identifies and assesses safety hazards.
As Manager, you will investigate customer feedback and survey results to identify opportunities for improvement and correct deficiencies in products and services. The Manager will conduct 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. Produce and distribute reports as required.
The CE Manager will ensure all customer policies related to baggage, boarding, lounge services, service recovery, and missed connections protocol are adhered to. Conducts station audits related to baggage promotion, boarding, announcements, timely reporting for duty, Special Service Request management and other related areas of the station operation.Scheduling will be 5 days a week and will cover a varied schedule, including some evenings, weekends, and holidays.
Other duties as assigned.
Requirements:

Requirements
- University / College education in management or other related field of study.
- Minimum of five (5) years' experience in a supervisory role in a customer service environment, preferably in a unionized environment.
- Solid customer services skills and in-depth knowledge of health and safety training.
- Familiar and experienced with Canada Labour Code and Human Rights.
- Knowledge of Unifor collective agreements, an asset.
- Proficient with MS Office Suite.
- Strong verbal and written communication in both official languages
- Flexibility and availability to travel and work shifts, including weekends and holidays.

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.
DRIVING RESULTS: Sets priorities for employees to meet daily deadlines; develops plans to meet short term objectives and allocates resources accordingly. Has solid organizational skills.
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 onl