Customer Service Manager

About Indra Group

Indra is a leading global technology and consulting company serving core business operations worldwide. It specializes in proprietary solutions for Transport and Defence sectors and leads Digital Transformation Consultancy and IT in Spain and Latin America via Minsait. In 2024, Indra generated €5.5 billion in revenue, employs over 60,000 professionals, and operates in more than 140 countries.

Guided by key values:

• Innovation: Driving advanced solutions for a safer, connected future.
• Trust: Commitment to quality and reliability to build lasting relationships.
• Connection: Collaborative solution development adapted to client needs.
• Foresight: Anticipating future needs to create improved solutions.

Role Overview

The Customer Service Manager will lead customer service operations focusing on the Oyster Sales Agent Network, retail device management, fault handling, and service delivery enhancement. This role involves working closely with internal teams, customers, and external partners to ensure service quality, contractual compliance, customer satisfaction, and continuous improvement.

Key Responsibilities

• Lead and manage the Oyster Sales Agent Network to meet contract and customer expectations.
• Administer and support retail device estates and associated systems.
• Handle fault reporting and resolution, ensuring prompt issue escalation.
• Investigate and act on suspected fraud within the Agent Network.
• Coordinate customer service and call handling with operational teams.
• Develop and implement strategies to enhance customer experience and service performance.
• Support and supervise Agent Area Sales Managers for effective engagement and compliance.
• Analyze customer feedback and service data, initiating corrective actions as necessary.
• Maintain up-to-date operational procedures and customer communications.
• Conduct assessments and interviews for new retail agents and assist onboarding.
• Engage regularly with key stakeholders, providing updates and service analytics.
• Manage communication about retail devices, operational changes, and improvements.
• Prepare accurate monthly and periodic performance reports.
• Oversee budgets, resources, and priorities to meet service goals.
• Coach and develop team members through training and reviews.
• Encourage knowledge sharing and best practices for continuous improvement.
• Ensure adherence to security, quality, health and safety, and company policies.
• Support broader business initiatives and undertake additional tasks as needed.

Required Qualifications and Experience

• A-Level education or equivalent.
• Level 3 Certificate or Diploma (NVQ) in Customer Service or similar.
• Experience or knowledge of Lean, Six Sigma, or equivalent continuous improvement methodologies.
• Experience in customer service or service management roles.
• Proven leadership and team development capabilities in customer-centric environments.
• Strong skills managing customer relationships, service delivery, and operational performance.
• Effective planning, organization, and delivery management expertise.
• Familiarity with London transport services, products, or similar customer-facing transport operations.

Preferred Qualifications and Attributes

• Membership in a professional customer service body such as the Institute of Customer Service.
• Experience in transport, ticketing, retail, or service sectors.
• Project coordination involving multiple customer and internal stakeholders.
• Development of KPIs, service metrics, and improvement initiatives.
• Strong data analysis and reporting skills.

Personal Skills

• Exceptional leadership, communication, and stakeholder management.
• Customer-centric approach with strong relationship-building ability.
• Detail-focused and analytical with data interpretation capabilities.
• Sound judgment and decision-making in operational contexts.
• Ability to juggle priorities and work efficiently under pressure.
• Proactive mindset focused on innovation and continual improvement.
• Skilled coach and developer of team talent.
• Organized with a systematic approach to problem-solving and service delivery.
• Passion for outstanding customer service and enhancing team results.

Benefits

• Annual leave: 25 days plus 8 bank holidays, with options to buy or sell days.
• 4% employee and 4% employer pension contributions.
• Private medical insurance including dental and optical coverage.
• Life assurance and income protection plans.
• Access to employee assistance programs.
• Flexible and remote working arrangements.
• Opportunities for charitable involvement and social events.
• Learning and development programs in a collaborative environment.

Equal Opportunity

Indra promotes equal employment opportunities irrespective of race, colour, religion, gender identity, sexual orientation, disability, or other protected characteristics.