Customer Experience Manager

London North Eastern Railway; York; On-site; GBP 30,000 - GBP 45,000; Full time

Job summary

A major railway operator in York seeks a Duty Customer Experience Manager to shape customer experiences in real-time, especially during disruptions. You will lead a team in providing timely, clear information and creating effective customer plans. The ideal candidate has excellent communication skills, a customer-focused mindset, and proven leadership abilities. This management role demands the capacity to work well under pressure and is based in the York Rail Operating Centre, requiring an on-site presence.

Qualifications

• Excellent communication skills, both written and verbal.
• A strong customer focus is essential.
• Must have sound IT skills.
• Proven leadership experience required.
• Experience of working successfully under pressure.

Responsibilities

• Translate operational information into useful messages for customers.
• Communicate the LNER customer plan to stakeholders.
• Lead the delivery of real-time customer experience.
• Create and manage the customer plan during service disruptions.
• Manage the Customer Information Controller and Customer Experience Controller.

Skills

Excellent communication skills

Strong customer focus

Sound IT skills

Proven leadership

Ability to work under pressure

Job description

Duty Customer Experience Manager

As a Duty Customer Experience Manager, you will play a key leadership role within the Control Centre, shaping how our customers experience the railway in real time, especially when it matters most.

This role is about turning complex operational information into clear, timely and meaningful messages that support customers and frontline colleagues. You'll lead the customer experience response during disruption, creating and managing customer plans that balance operational realities with customer needs.

You'll work closely with colleagues across Service Delivery, taking a proactive approach to improving how we communicate, how we plan for disruption, and how we deliver a consistent, trusted customer experience. As a leader on shift, you'll also guide and support the Customer Information Controller and Customer Experience Controller, helping the team perform at its best in a high-pressure environment.

What will you do?

• Working in our busy Control Centre, you'll be responsible for the real-time provision of customer information, specifically translating operational information into useful messages for our customers and frontline teams.
• You will be responsible for communicating the LNER customer plan using a variety of systems to internal and external stakeholders.
• You will lead the delivery of our real-time customer experience, providing effective customer contingency plans as required. During periods of service disruption you will be responsible for creating and managing the customer plan.
• You will look for ways to continually improve the provision of customer information and customer experience plans to help drive an enhanced service to our customers.
• As a key leader within the team, you will manage the Customer Information Controller and the Customer Experience Controller on shift

To be successful in this role, we need you to have the following:

• Excellent communication skills, both written and verbal.
• A strong customer focus.
• Sound IT skills.
• A proven leader.
• Experience of working successfully under pressure.

Please note this is a rostered management position, an example of the current shift pattern is as follows:

• Early 06:15-14:30
• Late 13:45-22:00
• Night 21:15-06:50

This role is based in the York Rail Operating Centre and cannot be undertaken remotely.

If this sounds like you, then we want to hear from you. Our people are our greatest asset and we are always on the look out for new talent.

We look forward to reading over your application.