Customer Service Manager

Indra is one of the leading global technology and consulting companies and the technological partner for core business operations of its customers worldwide. It is a world-leader in providing proprietary solutions in specific segments in Transport and Defence markets, and the leading firm in Digital Transformation Consultancy and Information Technologies in Spain and Latin America through its affiliate Minsait. Its business model is based on a comprehensive range of proprietary products, with a high-value focus and with a high innovation component. In the 2024 financial year, Indra achieved revenue of € 5.5 billion, 60,000+ employees, a local presence in 46 countries and business operations in over 140 countries. 

As the technological partner for its customers’ key operations, Indra is at the core of their business, and Indra’s four values guide everything we do: 

Innovation - Our capacity for innovation, cutting-edge solutions, and specialised team of professionals enables us to drive a safer, more connected future through technology. 

Trust - We work with strength, commitment, and reliability, delivering quality solutions to build trust with customers, employees, partners, investors, and society. 

Connection - We harness the power of collaboration, connect ideas and solutions, and adapt to our customers’ needs, supporting them on the path to a better future. 

Foresight - We anticipate future needs to make the world safer and more connected, transforming our experience and knowledge into solutions for a better tomorrow. 

Customer Service Manager

As we continue to support the delivery of critical transport and ticketing services across London, we are seeking a Customer Service Manager to lead and oversee customer service operations, retail agent management, device support, and service delivery activities.

The Customer Service Manager is responsible for ensuring the effective operation of the Oyster Sales Agent Network, management of retail device estates, fault management processes, and customer support services. Working closely with internal teams, clients, and external stakeholders, the role is accountable for service performance, customer satisfaction, contractual compliance, and continuous improvement across all customer service operations.

Key Duties Include:

• Lead and manage the Oyster Sales Agent Network, ensuring service delivery meets contractual and customer requirements.
• Oversee the management and administration of the retail device estate and associated support systems.
• Manage fault reporting, issue resolution, and service requests, ensuring timely escalation and resolution of operational issues.
• Monitor and investigate suspected fraudulent activity within the Agent Network and ensure appropriate actions are taken.
• Deliver effective customer service and call management through coordination with operational and customer support teams.
• Develop and implement customer service improvement initiatives and business plans to enhance customer experience and operational performance.
• Manage and support Agent Area Sales Managers, ensuring effective customer engagement and operational compliance.
• Review customer feedback, mystery shopper results, and service performance data, implementing corrective actions where required.
• Maintain and update operational procedures, work instructions, and customer communications.
• Conduct assessments and interviews for prospective retail agents and support onboarding activities.
• Ensure regular engagement with key customers and stakeholders, providing performance updates, sales analysis, and service reviews.
• Manage communications relating to retail devices, operational changes, and service enhancements.
• Produce accurate monthly and periodic performance reports and ensure timely completion of business reporting requirements.
• Manage budgets, resources, and operational priorities to achieve agreed service objectives.
• Lead, coach, and develop team members through training, performance reviews, and development planning.
• Promote knowledge sharing, continuous improvement, and best practice across the customer service function.
• Ensure compliance with all security, quality, health and safety, and company policy requirements.
• Support wider business initiatives and undertake additional duties as reasonably required.

Requirements

Essential Requirements

Qualifications

• Educated to A-Level standard or equivalent.
• Level 3 Certificate or Diploma (NVQ) in Customer Service or equivalent.
• Lean, Six Sigma, or equivalent continuous improvement knowledge and experience.

Experience

• Experience working within a customer service or service management environment.
• Experience leading and developing teams within a customer-focused operational setting.
• Demonstrable experience managing customer relationships, service delivery, and operational performance.
• Strong planning, organisational, and delivery management skills.
• Knowledge of London transport services, products, or similar customer-facing transport operations.

Desirable Requirements

• Membership of the Institute of Customer Service or equivalent professional body.
• Experience within the transport, ticketing, retail, or service industries.
• Experience coordinating projects involving customers and multiple internal stakeholders.
• Experience developing KPIs, performance measures, and customer service improvement initiatives.
• Strong data analysis and reporting capabilities.

Skills and Personal Attributes

• Strong leadership, communication, and stakeholder management skills.
• Customer-focused with the ability to build and maintain effective relationships at all levels.
• Analytical and detail-oriented, with the ability to interpret data and identify trends and opportunities for improvement.
• Sound judgement and decision-making skills, particularly within operational environments.
• Ability to manage competing priorities and perform effectively under pressure.
• Proactive, innovative, and focused on continuous improvement.
• Strong coaching and people development skills.
• Highly organised with a structured approach to problem solving and service delivery.
• Passionate about delivering excellent customer service and driving team performance.

Benefits

• Holidays: 25 days per annum + 8 days bank holidays (options to buy/sell days).
• Pension – 4% employee and 4% employer.
• Private medical insurance (including dental & optical).
• Life assurance.
• Income protection.
• Employee assistance programs.
• Flexible/remote working options.
• Charitable initiatives.