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Role type: Full- time, Permanent

About Us

We are recruiting Customer Experience Managers for the following areas:

London Euston and Watford

As part of the Transport UK Group, West Midlands Trains delivers around 1,300 train journeys a day, for more than 60 million passengers a year, across our two brands - West Midlands Railway and London Northwestern Railway.

We are committed to delivering a safe and reliable train service, by investing in our fleet of trains, stations and employees.

Job Purpose

• To provide inspirational leadership to all front-line station teams and activities associated with nominated stations in your area of responsibility. Deliver an excellent, punctual customer service, whilst maintaining high safety and quality standards including ensuring the efficient operation of the station.
• This role will be responsible for ensuring the delivery of improvement plans to include, but not be limited to, customer satisfaction, safety, performance/reliability, and community engagement.
• Support the Area Manager in delivering stakeholder engagement and managing our reputation, together with identifying opportunities for improvement.
• To ensure the station team provide safe and efficient train dispatch including accurate and timely information provision at the station at all applicable locations.
• To live within 1 hour commute of location.

What does the job involve?

• Manage disruption, liaise with West Midlands Trains Control and Duty Traincrew Managers to identify Traincrews for train services, and use Traincrew diagramming information to forward-plan Traincrew duties as required.
• Monitor train running and actively act to ensure that Traincrew resources are deployed effectively where applicable.
• Provide leadership and direction to the front-line team to ensure delivery of the Transport UK and WMT brand, values, and vision, to shape the experience for our people and our customers.
• Effectively manage the performance of your team to ensure they are engaged, capable, available, and motivated to deliver consistently high levels of customer experience including compliance with agreed standards.
• Support the Area Station Manager in the development and delivery of the overall Customer Experience strategy, project and business plan commitments and National Rail Contract KPIs
• Ensure all station staff maintain safety critical competence, carrying out regular assessments and keeping accurate records through ACMS.
• Ensure station cleaning duties are carried out and the station is made safe, presentable, and welcoming to customers where required.

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

• Experience of managing other staff would be an advantage
• Conflict Handling
• Customer focused
• Ability to remain calm under pressure
• Friendly, open approach and proactive when dealing with customer requirements
• High standard of personal presentation and professionalism
• Excellent interpersonal skills & an effective decision-maker
• Flexible to the requirements of the job
• Excellent communication skills, written and verbal
• Able to use own initiative when appropriate
• Able to motivate others
• Leadership skills
• Honest
• Able to learn legislation that affects the role

What are the salary and benefits?

• £40,000 - £50,000 dependent on competency and experience.
• 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.
• Discounted international train tickets.
• Generous pension scheme.
• Annual cycle to work scheme.
• Discount, savings and cashback scheme from top retailers
• Health and wellbeing schemes and discounts
• Career development opportunities

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.