Duty Customer Experience Manager

Why LNER?

We go beyond. For everyone. Our vision is to be the most loved, progressive and responsible way to travel for generations to come. Now we're looking for the people who can deliver this, every day.

Since we took over on the East Coast mainline, we've been changing the face of rail travel. Our new Azuma train has brought faster journey times, more space and greater reliability. Our exciting plans to embrace new ideas, experiences, backgrounds and ambitions make this the ideal time to join.

Bringing passion. Being bold. Always caring. Owning it. They're the values that make us LNER.

Are you on board?

Welcome to the Service Delivery Team

Well, you might know us as 'Control', or maybe you have met or spoken with us before at our home in York Rail Operating Centre (ROC). In a nutshell, the Service Delivery Team are responsible for the live delivery of the train plan. While historically this might simply have been about keeping people moving, our role today is about so much more. From units and traincrew to customer information and connections, rail replacement, fleet management and disruption. We work as a team to make sure that we deliver on our customers expectations, and when things go wrong, we are front and centre working to put the plan back together and to make sure our frontline teams have the resources and support they need. Its not always easy, but we will always do our best for our customers and colleagues, 24 hours a day, 7 days a week.

Duty Customer Experience Manager

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 keeping all LNER customer information channels up to date using a variety of systems.
• 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.

The Essentials - 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. Please note that this is an advert for our talent pool which means that we don't have a position to offer at this point in time.

We look forward to reading over your application.

What you'll get:

• Free travel on LNER + 75% off other companies' tickets (for you & dependents)
• Discounted international train tickets (after one year's service)
• 50% discount on LNER tickets for friends & family
• Generous pension scheme
• Annual cycle to work schemes/electric vehicle scheme
• Discount, savings and cashback scheme from top retailers
• Health & wellbeing schemes and discounts
• Host of training opportunities to help further your career
• Rewards & awards to recognise when you shine

What we believe:

To be the most loved, progressive and responsible train operating company, we must make a meaningful difference – always doing what's right for our customers, our people, the communities and destinations we serve, the future of the industry we lead and the environment we cherish.

We know that our people are the beating heart of everything we do. We are committed to creating an inclusive, engaged culture that supports everyone at every stage of their journey – and ensures that when you're at LNER, you can always be you. No wonder most people never want to leave!

Diversity and inclusion
We are passionate about creating a diverse and inclusive workforce, representative of the communities we serve, and are creating ways to inspire diverse talent to join LNER.

Developing our people
We are focused on creating a learning culture, to support our people to be the best they can be at work by providing them with the tools and resources to navigate their development and career journey.

Health & wellbeing
To create a culture where our people can perform at their best, the physical health and mental wellbeing of our people is of paramount importance to us.

What next?

As we say, we have fantastic opportunities for ambitious people from all sorts of different backgrounds, so now is the time to join the team at LNER – without delay!

Start your journey here