About the role

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.

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 rail, transport or another safety-critical environment would be highly advantageous bot not essential.

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