Duty Customer Experience Manager (Talent Pool)

Duty Customer Experience Manager - Talent Pool

We're TransPennine Express and we're going places. Whether that's helping customers reach their destination, or ensuring our colleagues feel fulfilled and supported in their careers. We're looking for people with drive and enthusiasm to join our amazing team and help push for more progress within the rail industry. We look forward to meeting new faces and eager minds, ready to join our mission of creating a better-connected network in the North and Scotland, for good.

We have a fantastic opportunity for a proactive and dynamic individual to join our newly formed Customer Operations team as a Duty Customer Experience Manager.

Here's What You'll Be Doing?

Based in the Railway Operations Centre, you'll be the eyes and ears for all things Customer Experience. Your primary goal is to assist customers and colleagues to the best of your ability by processing rail replacement transport orders, dealing with emergency taxis, logging and assisting with the investigation of incidents/accidents, liaising with supply partners such as our train presentation and catering operations, working with the management team to resolve incidents and just generally being a central support function for our frontline teams. You'll have a hand in the delivery of our industry messaging (including the logging of incidents, social media and more) and the opportunity to make a difference in how we serve our customers.

Don't forget that you'll be completely immersed in the operation, working closely with the wider control team to assist in the day-to-day running of our service. You'll also work closely with other train operating companies and industry partners to make sure that the customer experience is front-and-centre when decisions are being made.

This control role requires you to work early mornings, late nights and night shifts. Your remit will cover both the TransPennine Express network and the Hull Trains network.

Who We're After?

You have top notch communication skills and your IT skills are equally polished. You can balance multiple priorities at the same time and you'll be comfortable working under pressure when disruption strikes the rail network. You're open to learning how to use industry systems and interpreting information that's bursting with railway terminology.

You need excellent problem solving skills as you'll be making decisions which impact hundreds of colleagues and customers across a huge geographical area. To the frontline teams, you're a fountain of knowledge, so you need to be willing to completely involve yourself in the operations of a railway. This means understanding the industry but also understanding the customer experience and how to fix things when they go wrong.

We're also looking for someone who can work proactively and on your own initiative, but not be afraid to ask for help when needed. You'll be working in a busy team, so you'll also be a team player with a positive attitude and a great sense of humour. You're also customer focused and committed to providing the best service we can offer, plus you'll be comfortable in discussing improvements with the management team and being vocal on what you feel can be done better.

Last but by no means least, we're looking for someone with a positive attitude who's willing to work a varied shift pattern. You're the kind of person who gets asked the same questions time and time again, but because you're able to sympathise with the pressures that fellow colleagues are facing, you're prepared to go the extra mile and help out as much as you possibly can.

If that sounds like the right fit for you, we'd love to hear from you, please click apply and complete an application form.

What we offer?

• Excellent career prospects.
• A personal development plan.
• Structured training and development.
• Competitive salary paid on 4 weekly basis.
• Generous annual leave entitlement.
• Free TransPennine Express rail travel for you and your dependants .
• Travel discounts of up to 75% off other train operating companies, plus international rail travel after 1 years' service for you and your dependants .
• Free & Confidential Employee Assistance Program and Wellbeing Portal 24 hours a day, 7 days a week to help you with any finance, family, health, or wellbeing issues you have. We make sure there's someone on-hand to offer guidance, advice, and useful information for our people when they are experiencing hardship at work or at home.
• Option to join the Railway Pension Scheme with significant employer contributions.
• Family friendly maternity and paternity benefits.
• Plus, high street and lifestyle discounts as well as a cycle to work scheme .

Terms and conditions apply.

Goings places has never felt better!

At TransPennine Express, it's our goal to help people reach their full potential. We offer the opportunity to not just join the transformation of the rail industry, but to lead it. Our values are designed with every team member in mind; whether it's ensuring you feel free to be yourself at work, or encouraging everyone to pull together and support each other. We promise to value our people for the individuals they are. Whichever department becomes your destination, from the tip of the train, to the tail, our only focus is heading at full speed into the future. So, if making people crack a smile helps you feel at home, and raising standards is second nature to you, we'd love to have you onboard.

If you require accessibility features for this advert please navigate to our VERCIDA D&I profile page. We partner with VERCIDA to bring you 'Recite Me', an accessibility tool to suit your individual needs, and provide more details on our company culture.