Customer Experience Manager

1 week ago


Camden Town, United Kingdom Arriva Group Full time

Job Overview Arriva Rail London, an industry-leading train operating company responsible for running the London Overground network, is seeking a Customer Experience Manager to lead a dedicated team of Service Delivery Managers and customer experience professionals. The role will be based at Camden Road and will require travel across the entire London Overground network. Location & Closing Date Camden Road, London – Closing Date: 10th December 2025 Responsibilities Lead the Service Delivery Managers (SDM’s) and other customer experience staff, coaching positive behaviours and supporting station employees to deliver excellent customer service across the network. Ensure customer experience teams work in line with contractual obligations under the Rail for London concession, including customer service measures, employee communication during disruptions, and KPI management. Assess all locations, tasks and activities in line with safety, quality and environment standards and take remedial action to resolve any identified risks. Manage human resources for all employees within the area, including recruitment, selection, deployment, local employee relations, skills training, grievances and attendance management. Monitor all aspects of Ticket Office auditing to ensure staff are briefed on industry and ARL best practice for ticket retailing. Engage, consult and negotiate with relevant unions at a local level, following agreed escalation processes. Drive optimal operational performance through collaboration with colleagues and external stakeholders. Qualifications Experience managing a team in a face‑to‑face customer service environment. Experience in HR case management and working with community groups. Strong understanding of health & safety and railway operations. Excellent interpersonal skills, having led, motivated and directed a team. Experience working with trade unions. Benefits Free travel for you and a nominated person on TfL Network (worth £5,200 per annum). Discounts on European rail services after 1 year of service. Free travel on Arriva branded rail services around the country. 75% discount off season tickets on other Train Operating Companies. Arriva Village – web‑based discounts on high‑street products/services. Employee Assistance Programme – 24‑hour helplines covering a multitude of subjects. At Arriva we acknowledge the importance of our people’s diverse experiences, talents and cultures. Embracing diversity and creating inclusion is a key component of our talent strategy and is central to unlocking potential and enhancing our success. If you require any reasonable adjustments to be made to the application or interview process, please don’t hesitate to let us know. #J-18808-Ljbffr



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