Customer Experience Manager - East Midlands Trains - London

The Customer Experience Manager will:

• Act as the day to day point of contact for all station issues


• Assist in the management of train running performance and taking appropriate action to reduce minutes lost.


• Be responsible for the day-to-day leadership and management of staff within the station, proactively managing their performance


• Monitor staffing levels to ensure that all obligations are met and opportunities to increase customer service are maximised.


• Ensure that all performance and customer service targets are met, highlighting any concerns


• Liaise closely with Network Rail, property owners and other rail operators


• Monitor and maintain a safe environment for customers, contractors, the general public and all employees


• Where applicable, ensure effective day-to-day management of the shunter staff within the area of accountability


• Update all safety notice cases and robustly carry out incident/accident reporting and investigation paying particular attention to implementing recommendations to ensure continuous improvement

You will be committed to delivering great customer service and have the ability to inspire others to delight our customers on a daily basis. Enthusiastic and dedicated, you’ll be an excellent communicator and leader, possessing exceptional people skills along with an understanding of performance monitoring, budgets and personnel procedures. Suitable training will be given in these key areas of the job if required. This role can involve irregular hours and on-call commitment as well as occasional business travel.

To apply for this role complete the online application form and upload an up to date CV demonstrating the criteria outlined above.

The successful candidates will enjoy a competitive salary, comprehensive on-going training and inclusion on an enviable succession plan. East Midlands Trains offers a wide range of benefits from a final salary pension scheme to free travel of the East Midlands Trains network. You will also receive subsidised travel across the rail network with other train operation companies.