Customer Operations Manager

C2C Online; United Kingdom; On-site; GBP 50,000 - 75,000; Full time

Job summary

A leading transportation provider in the UK is seeking a leader for their Live Customer Operations Room. This role involves overseeing strategic development, managing a team of LCOR operators, and ensuring high-quality support to frontline teams. Key responsibilities include monitoring service trends, conducting incident reviews, and providing insightful reports to department heads. The ideal candidate will have prior leadership experience in an operational environment and a strong understanding of railway operations.

Qualifications

• Previous leadership experience in an operational environment.
• Strong understanding of railway station operations.
• Proven ability to interpret live data for service risks.
• Excellent communication skills for influence.
• Experience managing people in a shift environment.
• Comfortable with audit logs and incident reviews.

Responsibilities

• Monitor service trends and influence decision-making.
• Line manage LCOR Operators and support their development.
• Provide monthly LCOR summary reports.
• Lead reviews after major incidents.
• Ensure all LCOR activities are logged and auditable.

Skills

Leadership experience

Understanding railway operations

Data interpretation

Excellent communication

People management

Incident review writing

Job description

Based in Lower Thames Street (HQ) EC3 / Station House, Upminster

Purpose of the Job:

To lead the strategic development and operational assurance of the Live Customer Operations Room (LCOR), ensuring high-quality support to frontline teams, visibility of live network risks, and continuous improvement across processes and incident response.

Key Accountabilities:

• Monitor service trends, identify hotspots, and influence decision-making across Stations, Service Delivery, Digital and Revenue
• Use data information to spot recurring faults, trends, or station risks; escalate or improve workflows accordingly.
• Line manage LCOR Operators, maintain operator rosters and shift cover, support wellbeing and performance development.
• Build strong relationships with departments (e.g. Revenue, Digital, Asset, Accessibility, SDC etc) to align response and reporting
• Provide monthly LCOR summary reports to Heads of Department, identifying hotspots, recurring failures, or opportunities for preventative action.
• Lead reviews following major incidents; feed lessons into training, comms, or future mitigations.
• Act as a liaison for third party contractors to elevate issues when needed.
• Act as an escalation point for high-risk faults, staff welfare issues, or live disruption for the LCOR.
• Participate in second line on-call Rota for Stations.
• Ensure all LCOR activities are logged, trackable and auditable; lead internal audits where required.
• Support initial training and ongoing coaching of LCOR Operators in systems, processes and decision-making.
• Refine workflows, identify tech/process gaps, and champion smarter ways of working in a live control environment.

Experience, Knowledge & Qualifications Required:

• Previous leadership experience within an operational, control room or service environment
• Strong understanding of railway (preferably c2c) station operations and customer risk points
• Proven ability to interpret and act on live data to spot service risks
• Excellent communicator, able to influence departments and shift teams
• Confident managing people in a 24/7 shift environment
• Able to write or edit audit logs, incident reviews, and action plans
• Comfortable participating in out-of-hours on-call escalations