Manager, Customer Experience
4 weeks ago
Reference Number : 609
Status : Permanent - Full-time
Annual Salary / Hourly Rate : $79 169 - $97 797
Number of positions to be filled : 1
Application Deadline : 01/12/2025
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, we’re building the future of transportation in Canada. Working for VIA Rail is being a part of a collective effort in sustainable mobility.
To achieve our goal, we are looking for a Relief Customer Experience Manager. Someone who will be able to oversee, mentor and develop a team of employees providing a wide range of customer service activities on board the trains. As a Customer Experience manager, you will play a key role on board Corridor trains where you will be observing day to day employee activities, conducting employee evaluations (PMRC), and providing employees with feedback on job performance.
Interested in providing the best service in one of the busiest regions in Canada with an experienced and dedicated team? Look at our offer below
**Responsibilities**:
- Monitors and supervises on-train activities to ensure quality customer service is delivered consistently and that operating requirements are performed in a safe, timely and responsive manner;
- Works in collaboration with the Station team at Toronto Union Station to assist with the operational activities;
- Assist as required with tasks related to management: recruitment, training, observation, reporting, etc;
- Champions issues related to the Canada Labour Code, Health and Safety, and the internal complaint process;
- Ensures that all Federal, Provincial and safety regulations are adhered to, and updated, as required;
- Identifies safety training needs and provides coaching and supervision on compliance to internal and external safety requirements;
- Investigates customer feedback and survey results to identify opportunities for improvement and correct deficiencies in products and services.
**_
Requirements:_**
- University / College education in management or other related field of study or equivalent level of experience;
- Minimum of five years’ experience in a supervisory role in the customer service environment, preferably in a unionized environment is an asset;
- Service Manager qualification required;
- Employee file in good standing;
- Training background and/or strong knowledge of internal procedures is and asset (GOTS, MOSI, Memos, etc.);
- Solid knowledge of customer services, and Health & Safety laws and regulations;
- Comfortable and able to provide employees with positive and constructive feedback;
- Has a good level of credibility amongst colleagues;
- Experience dealing with collective agreements and labour relations issues;
- Capacity to lead a team with integrity and respect for corporate conduct and safety standards;
- Bilingualism in English and in French;
- Strong verbal and written communication skills;
- Problem-solving aptitudes and organizational skills;
- Ability to assist with administrative duties as assigned (open to learning new skills);
- Flexibility and availability to travel and work shifts including weekends and holidays. The position requires to travel approximately 90% of the time (train riding).
**Why choose this position?**
- Professional development opportunity;
- Opportunity to help colleagues to improve their performance at work;
- Contribute to major projects to improve customer satisfaction;
- Numerous career advancement opportunities;
- An environment that supports employee health and well being;
- A wide range of health and wellness benefits for employees and their families, including unlimited telemedicine service.
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.
Join our 3,000 other employees in helping provide Canadians with a safe, accessible, environmentally sustainable way to travel
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