Recruitment
“The Customer Turnaround Managers at Manchester concentrate on the customer experience and environment. They also provide support to the frontline staff.
They start off by planning and arranging to meet group bookings by emailing the groups and making a personel contact with them to reassure them that they will be met and taken to the train and settled before they leave Manchester. The aim is to get them ready in the correct place for boarding. they speak with the Train managers and On Board Crews to ensure they are aware of the groups
Which ever coach the group booking is in, they checked the coach was clean etc.
The turnaround managers also check that everything in the kitchen/ shop/ service levels are ok, if there's a shortfall they try to resolve it before the train departs. They also check the toilets and help assist the Train Manager with any issues. Especially with trains delayed arriving, like today with the Watford safety checks, Manchester bound trains were 15-20 mins arriving. The cleaners then have a very short space of time to clear the train and having extra support from the turnaround managers is a great help to the Train Managers, station team, Voith and DHL to help coordinate it all.
co-ordingating communication with control, station teams, on board and train managers is a key role to make sure the customer experiance is the best it can be with some nice little touches.
They also assist resources with train crew in disruption so it's quite important they are aware of any set swaps or alterations at Manchester. They will also assist when TMs have had a bad journey with customer issues, once advised they can meet the TM in and provide support where possible.
there is so much work behind the scenes to this role and both Colin and Andy make such a difference and this is notable with the amount of feedback from customers and groups that they appriciate the work that goes on to make sure their journey is a experiance.. The customer turnaround Managers are delivering amazing customer service and providing excellent support to frontline.“
“I didn't think you could top last year, which was the first RailStaff Awards I went to. But this year well and truly surpassed it. Everything from the layout, theme, awards presentation, (the hosts fabulous jacket!) to the entertainment. My guests were amazed by it and I was very lucky to be part of it. I am sure you guys had a bigger turn out then last year? Also the live band - what a great addition.”
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