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Customer Experience Manager

2 months ago

Swindon, Swindon, United Kingdom FirstGroup Full time
About the Role

We are seeking a highly skilled Customer Experience Manager to join our team at FirstGroup. As a key member of our Control team, you will play a vital role in ensuring that our customers receive exceptional service and experience.

Key Responsibilities
  • Work closely with colleagues across the Control floor to deliver a service that meets the needs of our passengers.
  • Oversee the customer strategy across day-to-day operations and during disruptive events, implementing alternatives when necessary.
  • Monitor all GWR outputs to ensure a clear and consistent message is presented to passengers, providing timely advice during disruption.
  • Engage and communicate with stakeholders to support the customer experience.
  • Support front-line staff to resolve issues affecting the customer experience.
Requirements
  • A customer-focused individual with a passion for delivering exceptional service.
  • A strong communicator with the ability to influence and work collaboratively with others.
  • A team player who is comfortable challenging decisions.
  • Able to work well under pressure, prioritizing tasks and remaining calm in challenging circumstances.
  • Able to resolve issues empathetically, while maintaining a focus on delivering for customers across the network.
What We Offer

As a Customer Experience Manager at FirstGroup, you will enjoy a range of benefits, including comprehensive training, a defined benefit pension scheme, free rail travel across the GWR network, and a company-sponsored healthcare plan.

We value diversity and inclusion, and we are committed to creating an inclusive environment for all our colleagues and customers. We celebrate and encourage diversity of thought and progressive ways of working, and we support flexible working options where possible.