Chiltern Railways
Customer Experience Manager
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Customer Experience Manager
Contract Type: FTC - 12 months
Location: London Marylebone
Salary: £50,527 per annum
Job Purpose
A key leadership role to our people, offering leadership through high levels of engagement and bringing the best out of people, recognising the diversity of our people and maximising their performance through coaching and empowering them to make a difference every day. Leading and supporting our vision of “being the best railway” and “ensuring everyone home safe every day”.
Being responsible for maintaining high standards of presentation in self and the business environments. Being responsible for ensuring our customers have a safe, enjoyable, and seamless experience from the point of arrival to departure and beyond.
Always offer a highly motivated, proactive and consistent approach to delivering exceptional customer experiences, always striving to put the customer at the heart of everything we do and understand individual customer needs, taking ownership of tasks and situations to ensure customer excellence at every opportunity.
Key Accountabilities
Duties
The Customer Experience Manager is responsible for the delivery of a world-class customer experience at London Marylebone through inspirational leadership of our people and inspiring our people to maintain high standards of presentation, security, and safety. Each manager will champion a key business performance area. The role core duties and behaviours are:
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Safety
- Role model as a safety leader to ensure “everyone gets home safe everyday”
- To ensure that team members receive all compliance training as required under the Safety Management System and the Corporate Confidence Programme
- Raise close calls and manage any raised for London Marylebone to deliver a safer environment
- Ensure all security requirements are completed as detailed by the station security plan
- To work with suppliers to increase the safety interfaces at the station including LUL, TFL, and Network Rail
- Manage the issue and usage of body-worn cameras and CCTV in line with our company policy
- To act as an evacuation warden as per the evacuation plan and ensure our fire management is in line with our fire precautions legislation
- To investigate accidents and incidents occurring on the station in a timely fashion and to comply with safety processes for doing this.
People
- Role model our values and behaviours always
- Inspire all team members to deliver a world-class experience for every customer
- Recognise the diversity of a workforce and maximise the benefits of a diverse team
- Ensure a culture of fairness and transparency is delivered and felt by the team
- Have a higher level of visibility for our people and customers
- True team player, support and celebrate team members throughout the business
- To ensure that all recruitment, selection, and onboarding is completed in accordance with business policy to ensure that we get the best possible people into the role and are set up for success
- To make sure that you have a live and detailed employee engagement action plan built with your team which results in creating a highly engaged team
- To have high-quality and regular conversations with your team through one-to-ones and team meetings to ensure they have the information they need to do their jobs
- To make sure that you have got the right people in the right jobs, doing the right things and in the right way to meet required business outcomes on time and in full in a safe manner and meeting budgetary requirements
- To make sure that all performance management activities are completed on time and in full so that your team are clear on performance expectations
- Supporting your team to have detailed development plans that are delivered and have objective feedback about both their behaviours and performance which sets them up for success in their current and future roles
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Customer
- Lead with a passion for the delivery of world-class customer experience
- Oversee the resource allocation to ensure this replicates our customers’ needs
- Take ownership of station presentation and ensure high standards at all times
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