NRG.
Customer Experience Team Manager
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Are you an experienced people manager with a strong operational background and the confidence to lead across multiple locations?
We are supporting a leading organisation within the rail industry to appoint a Customer Experience Team Manager. This is a high-profile role based at London Euston, with responsibility across three locations, where you will lead and develop a customer-facing team while working closely with operational teams and key stakeholders to deliver an exceptional customer experience.
The Role:
- Lead, manage, coach and develop a team of Customer Experience Ambassadors.
- Provide strong operational leadership across three locations.
- Build and maintain excellent relationships with internal and external stakeholders.
- Champion customer experience, safety and performance standards.
- Manage colleague performance, competence and development.
- Support teams through planned and unplanned service disruption.
- Identify opportunities to improve processes and enhance the customer journey.
- Work closely with operational teams and key partners to deliver an exceptional customer experience.
- Undertake on-call and safety-critical responsibilities as required.
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About You: You will be an experienced people manager with a strong operational background and excellent stakeholder management skills.
You will have:
- Proven previous management experience, ideally within a customer-facing environment.
- Excellent stakeholder management and communication skills.
- Experience working in a fast-paced operational environment.
- The ability to lead across multiple locations and manage competing priorities.
- A genuine passion for customer experience and delivering high standards.
- Experience within but not essential.
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This is an excellent opportunity to take on a high-profile operational leadership role within the rail industry, leading a team and playing a key role in delivering an outstanding customer experience.
Location: London Euston base, with travel across three locations
Working pattern: Shift-based, including on-call/out-of-hours responsibilities
Salary: Competitive
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