Customer Experience Manager

Role: Customer Experience Manager
Contract Type: Permanent
Location: London Marylebone
Salary: £48,772 per annum

Job Purpose

A key leadership role to our people, offering leadership through high levels of engagement and bringing the best out of people, recognising the diversity of our people and maximising their performance through coaching and empowering them to make a difference every day. Leading and supporting our vision of “being the best railway” and “ensuring everyone home safe every day”.

Being responsible for maintaining high standards of presentation in self and the business environments. Being responsible for ensuring our customers have a safe, enjoyable, and seamless experience from the point of arrival to departure and beyond.

Key Accountabilities

The Customer Experience Manager is responsible for the delivery of a world class customer experience at London Marylebone through inspirational leadership of our people and inspiring our people to maintain high standards of presentation, security, and safety. Each manager will champion a key business performance area. The role core duties and behaviours are:

Safety

* Role model as a safety leader to ensure “everyone gets home safe everyday”

* To ensure that team members receive all compliance training as required under the Safety Management System and the Corporate Confidence Programme

* Raise close calls and manage any raised for London Marylebone to deliver a safer environment

* Ensure all security requirements are completed as detailed by the station security plan

* To work with suppliers to increase the safety interfaces at the station including LUL, TFL and Network Rail

* Manage the issue and usage of body worn cameras and CCTV in line with our company policy

People

* Role model our values and behaviours always

* Inspire all team members to deliver a world class experience for every customer

* Recognise the diversity of a workforce and maximise the benefits of a diverse team

* Ensure a culture of fairness and transparency is delivered and felt by the team

* Have a higher level of visibility for our people and customers

* True team player, support and celebrate team members throughout the business

* To ensure that all recruitment, selection and onboarding is completed in accordance with business policy to ensure that we get the best possible people into the role and are set up for success

* To make sure that you have a live and detailed employee engagement action plan built with your team which results creates in a highly engaged team

* To have high quality and regular conversations with your team through one to one’s and team meetings to ensure they have the information they need to do their jobs

Customer

* Lead with a passion for the delivery of world class customer experience

* Oversee the resource allocation to ensure this replicates our customers’ needs

* Take ownership of station presentation and ensure high standards of at all times

* Own customer feedback and ensure we continuously drive improvements based upon this

* Deliver an empowerment culture where all team members proactively resolve customer issues at the first opportunity

* Ensure customers with accessibility needs have a personalised experience to meet their individual needs

* Oversee the station information and manage a step change during times of service perturbation

* Responsibility for ensuring all equipment on the station is operating effectively, including, ticket machines, ticket barriers and both station and toilet gate lines

Other

* Attend meetings as and when required

* Maintain good cross functional relationships across the company

* Deputise for the regional manager if required

* Support and lead changes to enhance the overall station experience

Key Role Metrics

* Employee engagement score (RR 85%; score TBC)

* Absence rate (to deliver overall rate below 3%)

* Health, Safety & Wellbeing targets