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
Staff Travel
Childcare Vouchers
Extra Holidays
Discount Scheme
Long Service Awards
Employee Assistance Programme
The Transport Benevolent Fund
In-House Occupational Health Department
Cycle to Work Scheme
Testimonials
What our staff say
“I work as part of the Fleet Infrastructure team, which means ensuring our 18 Engineering locations operate safely and efficiently. We oversee all building and track maintenance works as well as various minor and major projects across the network.”
Hannah Richards
Fleet Infrastructure Administrator
“I started in a small ticket office back in 1996 and have continued to work my way up ever since. A previous manager told me about a job he’d seen advertised for a trainer. ’d never considered a job in HR or mentoring before then, but he said I’d be perfect for it and I haven’t looked back since!”
Zoey Hudson
Head of Talent, Diversity and Inclusion
“Since April, I’ve helped to support our Kickstart Scheme. It’s been a really rewarding process to be part of because I know first-hand how tough it can be to find work once you’re out of it.”
Jack Gow
Mobile Station Manager
“I love the freedom that comes with being a train driver. Obviously, there are rules and regulations to follow as well as duties and commitments to carry out, but in a way, you’re sort of your own boss, which is nice.”
Ashley John
Train Driver
“I’m a Thameslink passenger host and team leader based at Luton station and I’m currently doing a Level 3 Supervisor apprenticeship so that I can improve my skills even further. I was hesitant to do the apprenticeship at first because of my age – I left school over 60 years ago without any qualifications! It’s been hard to get back into the routine of learning again.”
Bob Bryce
Passenger Host Team Leader
“It was my brother’s suggestion to join the railway. He was already working in the industry and knew I had some university bills to pay off so told me to give it a go, get out of debt and see what I wanted to do next. After a while, it just felt like actually – this is exactly where I’m meant to be. I’m part of a great team and the on-board department as a whole are brilliant to work with. I feel at home here.”
Tonderai Matizha-Johnson
Area Operations Manager
“When I saw that GTR was advertising places for its apprenticeship scheme I looked into it straight away because I thought it was a great opportunity to learn whilst getting real life experience in a 9-5 job. I applied for a level three business administration apprenticeship and was thrilled to find out I had a place on the course! I was so excited that I didn’t even mind it was based 250 miles away from where I lived.”
Harriet Dee
Team Administrator
“Working for GTR is very rewarding and fulfilling. You really feel like you're making a difference to customers, no matter what role you're in as at the end of the day they're the heart of our business. I’ve had lots of opportunities to explore other aspects of the business including supporting our station staff and gaining my Train Dispatch Licence which has been enriching for my experience here.”
Maggie Luckhurst
Platform / Train Dispatch
“If you’ve always had an interest in rail, or maybe you’re just curious to find out what working in the railway might look like, GTR is the operator to go for. Not many companies do an official work experience program and this unique opportunity will give you a good grounding with varied activities to help you find the best place in the railway for you. It certainly did it for me.”
Nathaniel Owen
Station Manager