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Customer Experience Manager (Fix Term Contract)

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Railway Executives

recruiter@railwayexecutives.co.uk

Full job description

Description

You will play a pivotal role in managing and leading frontline customer experience teams at our railway stations. No two days will be the same and you will need to think on your feet.

Working as part of a wider management team of, you will provide the full range of management activities to support, guide and deliver great customer service, through your team.

Flexibility will be needed as you will be working shifts, this can include early starts and late finishes, including weekends and bank holidays.


What does the role involve?

  • Leading and motivating frontline teams, throughout your designated stations
  • Ensuring excellent customer service and high standards of health & safety are achieved
  • Delivering high quality standards in station operations – including cleanliness
  • Implementing improvement activities around customer satisfaction, safety and performance
  • Supporting area managers in stakeholder engagement
  • Ensuring station teams provide safe and efficient train dispatch – including accurate and timely information at the station
  • Managing disruption, liaising with the control team and traincrew managers to identify staffing levels for train services – using diagramming information to plan ahead
  • Managing and leading your team to deliver high levels of customer service and operational service delivery
  • Ensuring safety is a key focus – conducting regular assessments of team members


What skills and experience do I need to do the job?

  • Ideally previous experience of leading and managing a team – in a customer focussed environment – motivating others, to achieve results
  • Comfortable managing conflict and remaining calm in difficult situations
  • Customer focussed – being presentable, approachable and proactive
  • High standards of personal presentation and professionalism
  • Great communication skills – able to flex your style to the audience
  • Having flexibility – both with your hours of work and approach to decision making
  • Using your initiative to solve problems and resolve issues
  • Live within a reasonable commute of the station you have applied for – normally up to 1 hours commute


What is the salary and benefits that come with this role?

  • Starting salary of £41,800 per annum
  • Defined Benefit pension – one of the best in the UK
  • Free travel on all our trains and those of other train companies within our parent group company – for you, your partner and any dependent children
  • 75% off all other train company travel tickets
  • Retail discounts
  • Career development opportunities
What happens next?
Once you have applied:
  • You may be invited to complete a short video interview – your opportunity to tell us why you are the right person for the job and a little more about your experience
  • If you pass the video stage, you will be invited to undertake rail industry online assessments – specific to the job
  • If you successfully pass the assessments, we shall invite you to meet our managers face-to-face
Please note this is a 12 month Fix Term Contract position based at Birmingham Snow Hill.

Due to the volume of applications we receive, the advert may close earlier than the published closing date. Please submit your application as soon as possible to avoid missing out.

As an inclusive employer, we welcome applications from all backgrounds and ensure no-one receives less favourable treatment on the grounds of age, disability, gender, race/ethnicity, religion, belief and sexual orientation.

Applications will be considered from colleagues with 6 months experience, after completion of their probationary period and a full check of absence and disciplinary records.

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