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Customer Operations and Information Lead

Customer Operations and Information Lead

We're on the hunt for our next customer experience superstar to lead our Customer Operations and Information teams.

Our Customer Operations and Information Lead has a pivotal part to play in building our railway back better as we emerge from the pandemic and give people confidence in trains as the preferred choice of travel.

The role provides oversight, leadership and quality assurance in the way we look after our customers and support our frontline teams during periods of planned and unplanned disruption, including things like alternative transport, onward travel arrangements, real-time customer information and assistance, and event and disruption planning.

What will you be doing?
You'll lead our central customer delivery teams that comprise three core areas: the first is our fabulous team of Duty Customer Experience Managers, who manage all aspects of customer handling during disruption and provide a key central support to frontline customer experience teams. The second team are our diligent Customer Information Controllers, who produce, distribute, and monitor a range of proactive and real-time information, especially during disruption. And the third team are our stellar Social Media team that comprises our Social Media Manager and Social Media Advisors, and this team assists customers with a range of issues in real-time via our social media channels. This role will also require you to lead the relationship with our alternative transport supplier.

You'll report into, and be supported by, the Head of Customer Experience Delivery and work very closely with the Head of Service Delivery. There is also an on-call requirement for this role. You'll mainly be based in our Control centre at the ROC in Ashbury (Manchester) with occasional working at our offices in Bridgewater House, Manchester.

We make no bones about it, this is a broad, demanding and highly visible role within our business, but a thoroughly rewarding one with a chance to make a real difference to how customers experience their journeys with us.  It is both an exciting and unique opportunity to lead your teams, imbue a strong customer focus, and make the role your own.

So, with all that in mind, there are a few important skills, qualities, and attributes you'll need to live and breathe to be successful in this role. These are:

  • Fantastic people leadership and coaching skills
  • Able to imbue a positive, customer-focused culture that delivers great outcomes
  • A mindset that constantly thinks about continuous improvement
  • Able to build effective relationships with people in our business and the wider industry
  • Resilience, tenacity, proactive and a can-do attitude
  • … and a good sense of humour is always helpful!

Someone with a technical / digital nous would be at an advantage given the different systems used by the teams. A working knowledge of the railway would also be advantageous but not essential because this can be learnt along the way.

Interested? Click apply! Please include a cover letter explaining why you're interested in this role, along with your CV.

Close map
7th Floor, Bridgewater House, 60 Whitworth Street, Manchester, England, M1 6LT
  • Ref:
  • Company:
    TransPennine Express Limited
  • Website Skillset:
    All Other Roles
  • Contract Type:
    Permanent - Full Time
  • Contracted Hours:
  • Location:
    Bridgewater House - TPE Head Office (Manchester), Manchester Square One
  • Closing Date:
    28 June 2021
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