Customer Experience Business Partner
7 months ago
**BUSINESS FUNCTION**:Customer & Commercial
**GRADE**:ML1/SB3
**SALARY**:£42,042 to £52,089 per annum
**ROLE TYPE**:Hybrid
**HOURS**: 37 per week
**Is evaluating customer satisfaction and enhancing customer journeys ‘Your Thing’?**
We are looking for an enthusiastic and personable Customer Experience Business Partner, to join our Customer & Commercial Team at Northern. We understand that our customers are at the heard of everything we do, and we are looking for a talented individual to enhance what we do. If you’re passionate about delivering outstanding customer experiences and shaping the future of service quality, this role is for you.
Connecting millions of people and communities across the North is our mission. With 2,500 trains a day, we connect people to jobs, friends, family, and the wonders of the North.
We're improving rail travel, enhancing the experience on board and at stations. Customers are at the heart of our business as we improve performance and create a better way to go.
We're driving economic value and sustainable growth for the North and its people. Our commitment to the environment means reducing our impact and enhancing the world around us.
Make a difference. Make it last. Make it easy. Make it happen. Make it yours. These are our values.
Ready to make them yours? Join us on this journey.
**About the role**:
Northern is committed to providing top-tier rails services and building lasting customer relationships. As the Customer Experience Business Partner, you’ll be a key player in championing customer satisfaction and service quality.
Working closely with regional management teams and HQ functions, you’ll develop and implement customer action plans, ensuring effective delivery of our Customer Experience Service Quality strategy. You’ll be responsible for promoting a customer-focused culture, aligning regional strategies with our Customer Experience goals and integrating best practices into our operations.
You’ll also take the lead in the creation of customer action plans, engaging with customers for feedback and driving innovation in customer experience.
If this sounds like your thing, we’d love to hear from you.
**Key responsibilities**:
As the Customer Experience Business Partner, you’ll be in a role which is rewarding and thought-provoking. Here is a glimpse of what your day-to-day activities could include:
- Leading the development of a proactive customer and Service Quality culture.
- Aligning regional operational strategies with the customer experience and Service Quality strategy.
- Providing expert advice and integrating best practices into all NTL functions and regional activities.
- Identifying customer impacts and leading the development of assessments and control measures.
- Creating targeted customer action plans and overseeing their implementation.
- Engaging with customers, gaining feedback, and understanding their needs.
- Stratifying customer data to close experience gaps.
- Leading customer innovation and the development of Northern customer standards.
**About you**:
You’ll be a dedicated individual with a proven track record for putting customers at the hear of what you do. You’ll be able to translate customer objectives into actionable plans. You’ll have the ability to influence at a senior levels, communicating data effectively to non-technical audiences. You’ll also be innovative and have a passion for implementing strategies to enhance customer solutions.
We’re also looking for the following:
- Experience of working in an influential position, in a complex operational environment or customer service industry driving customer experience outcomes.
- Experience of working in a matrix organisation.
- Knowledge of the Northern network desirable but not essential
- Good working knowledge of software packages, especially Microsoft Word, Excel, PowerPoint and SharePoint.
- Have knowledge of customer service/experience issues, and best practice.
- Demonstrable experience of implementing strategies to improve customer experience, leading to improved customer outcomes.
**Our Benefits**:
Because we value our people and reward hard work, we’ve created a benefits package that we think you’ll love. So, you’ll be able to make the most of:
- Opportunities to progress and grow - including comprehensive training schemes and a range of online learning courses.
- Full Uniform for Frontline Facing Roles - our frontline people are the face of the business, so we provide you with a stylish and high-quality uniform.
- Agile working for non-train crew - many of our roles can now be based at both home and the office, which is great if you are looking for flexibility.
- Cycle to Work Scheme - save up to 42% on the cost of a bike, while also spreading your payments throughout the year.
- Free Travel on Northern services - everyone who works at Northern, plus their partners/spouses and dependents, can travel for free right across our f
-
Customs Clerk
6 months ago
Manchester, United Kingdom cargo-partner Full time**Are you looking to kick-start your career with a growing global business?** We are currently recruiting a Customs Clearance Clerk to join our amazing Manchester Airport branch (10 minute walk from Manchester Airport train/metrolink station) on an initial 6 month fixed-term contract. In this role you will be responsible within a team to coordinate and...
-
Manchester, United Kingdom Zest Business Group Full timeWe are looking for an Elite Care and Customer Experience Specialist to join our team at Zest Business Group's luxury independent practice in Manchester.About the PracticeWe are partnered with a luxury independent practice in Manchester.We deliver bespoke services to discerning patients and explore a range of premium brands and cutting-edge lenses.The salary...
-
Customer Success Business Partner
4 days ago
Manchester, United Kingdom Morgan King Professional Services Full timeAt Morgan King Professional Services, we're seeking a Customer Success Business Partner to join our team.Morgan King Professional Services is a business intelligence platform empowering companies to harness data. Our mission is to become the UK's leading provider of business data intelligence and analytics.We offer a competitive salary of £50,000 - £60,000...
-
Sea Air Road Customs Operations Leader
2 weeks ago
Manchester, United Kingdom cargo-partner Full timeAs a Cargo-partner Freight Logistics Director, you will play a critical role in leading our Sea, Air, Road & Customs operations in Manchester. This is an exciting opportunity for a seasoned logistics professional to take charge of our operations, drive growth, and improve profitability. The ideal candidate will have several years of experience in a...
-
Business Development Partner
3 months ago
Manchester, United Kingdom CV-Library Full timeWant to earn a high annual 5 figure income stream with an exit strategy that realises a £1 - £4 million sale value on the business you've built? Established in 1965 SCG Solutions are the UK’s largest and oldest independent telecoms company. We are a £150M t/o business with over 700 people deployed across the length and breadth of...
-
Customer Experience Coordinator
2 weeks ago
Manchester, United Kingdom BEAUTY BAY Full timeJob DescriptionThe Customer Experience Coordinator plays a vital role in driving customer engagement and retention by delivering our multi-channel CRM program across App, Email, and other touchpoints.The key to success lies in planning and executing effective communications for customer retention, revenue growth, and engagement maximization. This involves...
-
Territory Business Manager
4 days ago
Manchester, United Kingdom Ted Experience Full timeJob Title: Territory Business ManagerTed Experience is seeking an experienced Sales Team Supervisor to lead our sales team in the North of England. As a key member of our team, you will play a crucial role in driving sales performance and ensuring that our sales team meets its Key Performance Indicators (KPIs).The ideal candidate will have a strong...
-
Business Support
6 months ago
Manchester, United Kingdom Settio Property Experience Ltd Full time**Job Title**: Business Support & Tenancy Progression Consultant **Site Location**:_70 Spring Gardens, Manchester, M2 2BQ_ **Reporting to**:Lettings Manager **Hours**:Monday to Friday 9am to 5pm **Salary**: £22,000 - £24,000 **Probation Period**: 6 months **Purpose of the role** The primary purpose of the role is to ensure a smooth and efficient...
-
Head of Customer Experience
7 months ago
Manchester, United Kingdom Data Communications Company Full timeWe are Smart DCC Together we're building a greener tomorrow Connecting every home and business to a single, secure smart meter network is a huge undertaking. So you can imagine the scale - and variety - and opportunities for the people who'll help us do it. The role Head of Customer Experience Hybrid Working from one of 3 Hub Locations, London,...
-
Customer Experience Innovator
1 month ago
Manchester, United Kingdom JaJa Finance Ltd Full timeAmbitious Role at Jaja Finance LtdJaja Finance Ltd is a dynamic consumer finance business aiming to revolutionize the industry with innovative services. Since launching its digital credit card in 2018, the company has experienced rapid growth, acquiring a multi-£m credit card portfolio and partnering with Asda.This role requires an individual who can define...
-
Senior Employee Experience
3 weeks ago
Manchester, United Kingdom Michael Page (UK) Full time €45,000Hybrid working Our client provides unique services to not-for-profit and academic organisations. The organisation has ambitious growth plans over the next 2 years, with the L&D and Culture Partner opportunity playing a pivotal role in this growth. Reporting in to the Head of People, the L&D Partner will take ownership of: Delivering high quality...
-
Customer Experience Director
1 month ago
Manchester, United Kingdom Smart DCC Full timeJob DescriptionAs a highly motivated and experienced professional, you will have the opportunity to join Smart DCC as a Customer Experience Director. This role is pivotal in ensuring that our customers receive a high-quality service.We are looking for an individual who can provide exceptional vision and leadership to drive strategic engagement with our...
-
Customer Experience Strategist
2 weeks ago
Manchester, United Kingdom European Tech Recruit Full timeJob OverviewWe are seeking a highly skilled professional to lead pre-sales activities, project implementation, and team management. This role is integral to fostering a collaborative culture, driving high-quality outcomes, and ensuring customer success.Key ResponsibilitiesCultivate a high-performing team environment with effective communication and adherence...
-
Business Financial Partner
4 days ago
Manchester, United Kingdom Veritas Partners Ltd Full timeJob Title: Business Financial Partner£65,000 basic + car allowance + bonus + executive benefitsWe are seeking a highly skilled Business Financial Partner to join our team at Veritas Partners Ltd. As a key member of our leadership team, you will play a crucial role in driving business growth and profitability through strategic financial planning and...
-
Business Partner
1 month ago
Manchester, United Kingdom ERA Group - Global Full timeAre you an entrepreneur looking to partner with a leading brand? ERA Group is expanding and seeking driven individuals to join us. This is your chance to own and operate your own business with the support of an established company.Why Choose ERA Group?Proven Business Model: Tap into our successful and time-tested business framework.Comprehensive Training:...
-
Finance Business Partner
2 weeks ago
Manchester, United Kingdom Newman Stewart Ltd Full timeFinance Business Partner Up to £55,000 depending on experience Manchester, UK Are you ready to make a significant impact at a global manufacturing business based in the North West? The Role: We are on the lookout for a dynamic Finance Business Partner to join our client's team. Reporting to the Directors, you will play a pivotal role in supporting...
-
Finance Business Partner
3 weeks ago
Manchester, United Kingdom CV-Library Full timeFinance Business Partner Up to £55,000 depending on experience Manchester, UK Are you ready to make a significant impact at a global manufacturing business based in the North West? The Role: We are on the lookout for a dynamic Finance Business Partner to join our client's team. Reporting to the Directors, you will play a pivotal role in...
-
Finance Business Partner
7 days ago
Manchester, United Kingdom Newman Stewart Full timeJob DescriptionFinance Business PartnerUp to £55,000 depending on experienceManchester, UKAre you ready to make a significant impact at a global manufacturing business based in the North West? The Role:We are on the lookout for a dynamic Finance Business Partner to join our client’s team. Reporting to the Directors, you will play a pivotal role in...
-
Procurement Business Partner
1 month ago
Manchester, United Kingdom CV-Library Full timeYour role will require you to lead on procurement activity, undertaking a wide range of routes to market and ensuring the delivery of high-quality outcomes, whilst obtaining value for money for internal stakeholders and Greater Manchester residents. Through a business partnering approach, the post holder will provide expert business to their directorate,...
-
Procurement Business Partner
3 weeks ago
Manchester, United Kingdom Michael Page Full timeYour role will require you to lead on procurement activity, undertaking a wide range of routes to market and ensuring the delivery of high-quality outcomes, whilst obtaining value for money for internal stakeholders and Greater Manchester residents. Through a business partnering approach, the post holder will provide expert business to their directorate,...