- 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.
- Competitive salary and a generous compensation and benefits package;
- A close knit team of happy co workers;
- Numerous opportunities for career advancement;
- 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;
- To contribute to a sustainable transportation service connecting Canadian communities;
- First as an employer of choice and as the most trusted carrier among transportation companies in the 2022 Canadian Reputation study published by Leger.
Chef(fe), Expérience client - Vancouver, Canada - VIA Rail
Description
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.
The successful candidate will ride trains, supervise on-train and tour and manage station activities in BC and Alberta, to ensure quality customer service is delivered consistently day-to-day and operating requirements are performed in a safe, timely and responsive manner.
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
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.
If you need assistance in making the recruitment process or the position you are applying for more accessible, please let us know.
Alternate arrangements may be offered to individuals who request them at any stage of the recruitment process. All information received in relation to arrangements will be kept confidential.Note that we will only contact those who are selected for an interview.
Why choose VIA Rail?
Learn more about VIA Rail:
Join our 3,000 other employees in helping provide Canadians with a safe, accessible, environmentally sustainable way to travel