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Senior Customer Relations Manager (3262)

  • Salary:
    £55,000 - £58,000 depending on experience
  • Location:
    Monument Place
  • Contract Type:
    Permanent
  • Closing Date:
    21 November 2025

An exciting vacancy has arisen in the Customer Relations team for a Senior Customer Relations Manager.  Reporting to the Head of Customer Relations, this role focuses on improving customer experience through data-driven insights and collaboration, while managing complaint processes and regulatory compliance.

  • Role purpose and location: The Senior Customer Relations Manager position is a hybrid role based at Monument Place HQ and is aimed at enhancing customer experience and reducing costs by addressing root causes of complaints and improving complaint handling. The successful applicant will also work closely with the Customer Relations Operations Manager to enable successful delivery of contact centre projects and oversee major work streams
  • Key responsibilities: Responsibilities include delivering a suite of critical business reports, facilitating cross-department collaboration, designing action plans based on customer insights, and maintaining regulatory compliance with the Office of Rail and Road (ORR).
  • Customer insight and reporting: The role requires analysis of contact reasons, reviewing reporting to align with business vision, and producing complex reports using multiple data channels to help drive measurable improvements.
  • Project and stakeholder engagement: The role will be a critical friend and review future projects to ensure customer-centric implementation, prepare briefing material, attend supplier meetings to represent customer voice, and present to senior leadership teams.
  • Team management and quality assurance: The role includes line management of a Quality Support Executive and oversight of quality assurance activities within Customer Relations.
  • Required skills and experience: Essential qualifications include excellent communication both written and verbal, advanced Excel and PowerPoint skills, financial acumen, problem-solving abilities, extensive customer-centric experience, effective people management, and data-driven insight capabilities.
  • Collaboration and leadership: The role demands strong collaborative skills, ability to foster a motivated and respectful work environment, influence across organisational levels, and build high-performing teams aligned with GTR's goals.

You'll need to be resilient a problem solver, proactive with excellent analytical and organisational skills and be able to spot emerging issues in real time and take appropriate action. The job demands a blend of experience/knowledge, skills and behaviours and you'll ideally be educated to degree level or similar and have contact centre or industry experience . Most importantly you'll need enthusiasm and a desire to deliver every day no matter what the latest challenge might be in a fast paced environment.  

 


 

Benefits

Pension

Pension

Staff Travel

Staff Travel

Childcare Vouchers

Childcare Vouchers

Extra Holidays

Extra Holidays

Discount Scheme

Discount Scheme

Long Service Awards

Long Service Awards

Employee Assistance Programme

Employee Assistance Programme

The Transport Benevolent Fund

The Transport Benevolent Fund

In-House Occupational Health Department

In-House Occupational Health Department

Cycle to Work Scheme

Cycle to Work Scheme

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