We're looking for a highly motivated London Duty Customer Experience Manager to lead the delivery of accurate, timely, and high-quality customer and staff information from our London Victoria Control Point.

This is a leadership role, where you will inspire and direct a team of Customer Information operators to ensure our customers, colleagues, and industry partners always receive the right information at the right time especially during periods of disruption.

You'll play a central part in shaping how we communicate in real time, acting as the voice of the customer within Control Point, and driving continuous improvement in our customer experience and communication standards. Seek to develop innovative and technological solutions that support our aspirations of delivering accurate and timely information to our customers, colleagues and partners. 

What you'll be doing

• Understanding the train service levels across the network and appropriately reacting to real-time customer information needs.
• Using your knowledge and understanding of information systems in operation to deliver customer and staff information.
• Managing and leading the delivery of real-time information ensuring that it is accurate, timely, and exceeds business and industry-set standards.
• Looking after the interests of customers in the operational environment and acting as the ‘voice of the customer' for the control point.
• Leading the information delivery team to ensure that on each shift there is full compliance of information delivery standards and that targets are met.
• Engaging regularly with internal stakeholders to ensure that the output from the control point meets the needs of the business.
• Supporting team development and a continuous improvement process through regular reviews of information provision, comparing control point output to the set standards.
• Constantly looking at ways of improving the customer journey experience, to be the leading specialist in train, station, and external information provision.

What we're looking for

• Proven leadership experience in a fast-paced, customer-focused environment (rail, transport, or other complex industries desirable).
• Strong communication and influencing skills, with the ability to engage stakeholders at all levels.
• A passion for putting the customer at the heart of decision-making.
• The resilience and calm approach needed to manage major incidents and disruption effectively.
• Experience of leading teams through change and driving performance improvements.
• Experience in improvement delivery that accounts for successfully reviewing/creating and implementing processes and standards that support the team in delivery of accurate and timely customer information. Skilled in driving technical improvements and delivering solutions that promote consistent, efficient, and effective information delivery.

Why join us?

At GTR, you'll have the opportunity to make a real impact on the daily journeys of thousands of customers. You'll be part of a collaborative leadership team, with the scope to shape how customer information is delivered across the railway and set new standards for the industry.