Regional Customer Experience Lead

5 months ago

Manchester, United Kingdom Transpennine Express Full time

**Regional Customer Experience Lead (North, South and Humber)**

We're TransPennine Express and we're going places. Whether that's helping customers reach their destination, or ensuring our colleagues feel fulfilled and supported in their careers. We're looking for people with drive and enthusiasm to join our amazing team and help push for more progress within the rail industry. We look forward to meeting new faces and eager minds, ready to join our mission of creating a better-connected network in the North and Scotland, for good.

Come and join us on our exciting journey as our new **Regional Customer Experience Lead (North, South and Humber)**.

In this dynamic new role, you'll lead a portfolio of our stations and conductor depots across our North, South and Humber routes, demonstrating high levels of customer service and people leadership. The station portfolio includes Huddersfield, Dewsbury, Grimsby Town, Scunthorpe, Cleethorpes, Barnetby, Hull, Selby and Brough stations, and Sheffield and Cleethorpes Conductor depots. It also encompasses our Customer Ambassador teams at Sheffield and Doncaster.

**What You'll Be Doing in This Role**

This is a highly visible role where you'll be regularly out and about across the patch engaging your team of dedicated Area Customer Experience Managers, of which there are six who report directly into you, and your fantastic frontline station and onboard teams, providing support, seeking feedback, problem shooting and engaging your teams on a range of matters.

We have extremely high expectations for customer service standards at our stations and on our trains, and you'll be passionate about the consistent delivery of a visible, helpful, and proactive service for customers across your region, including the availability of assets and facilities at your stations and on trains and the delivery of support for customers who require assistance. You'll monitor standards, respond quickly to where there have been service failures, and seek feedback from customers and your team on where improvements can be made.

Reporting into the Head of Customer Experience and working within the wider Customer Experience directorate, empowerment of your management and frontline teams to do the right thing for customers is also a critical component of the role, recognizing and rewarding best practice when it happens. In this role, you'll take ownership of building strong relationships with customers and industry partners in your regions, such as Network Rail, other train operators, community groups, supply partners and other partner organizations.

You'll also role model excellent leadership skills to your team. This means supporting your teams with people management processes and matters, ensuring your team have robust, bespoke personal development plans in place and access to training, maintaining a relentless focus on occupational and operational safety matters relevant to your region, building good relations with trade union representatives, and that your stations and Conductor depots are managed well.

There will also be an on-call requirement for this role.

**Who We're Looking For**

We'd love to hear from you if you have the following knowledge, skills, and experience:

- A passion for customer service, likely having worked in a customer-focused service industry at a mid-management level where you can demonstrate how you've driven high standards across the customer experience.
- Leading diverse teams of people, ideally geographically dispersed teams.
- Forging positive and productive relationships with a range of stakeholders.
- Resilience and adaptability.
- Based in Manchester, Leeds, or Sheffield.

Don't have a background in rail? Don't let that put you off We're open to hearing from people with a range of backgrounds and experience from a range of industries who can bring new perspectives, share different experiences, and offer fresh ideas. The main thing is that you can demonstrate strong customer service and people leadership.

**What we offer**
- Excellent career prospects.
- A personal development plan.
- Fully funded structured training and development*.
- Competitive salary paid on 4 weekly basis.
- Generous annual leave entitlement.
- Free TransPennine Express rail travel for you and your dependents*.
- Travel discounts of up to 75% off other train operating companies, plus international rail travel after 1 years' service* for you and your dependents*.
- Free & Confidential Employee Assistance Program and Wellbeing Portal 24 hours a day, 7 days a week to help you with any finance, family, health, or wellbeing issues you have. We make sure there's someone on-hand to offer guidance, advice, and useful information for our people when they are experiencing hardship at work or at home.
- Option to join the Railway Pension Scheme with significant employer contributions.
- Family friendly maternity and paternity benefits.
- Plus, high street and lifestyle discounts as well as a cyc

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