Manager, Customer Experience

2 weeks 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

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