Customer Experience Manager

RoleCustomer Experience ManagerContract TypePermanentLocationLondon MaryleboneSalary£48,772 per annumJob PurposeA 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”.Key AccountabilitiesThe 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:SafetyRole 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 ProgrammeRaise close calls and manage any raised for London Marylebone to deliver a safer environmentEnsure all security requirements are completed as detailed by the station security planTo work with suppliers to increase the safety interfaces at the station including LUL, TFL and Network RailManage the issue and usage of body worn cameras and CCTV in line with our company policyPeopleRole model our values and behaviours alwaysInspire all team members to deliver a world class experience for every customerRecognise the diversity of a workforce and maximise the benefits of a diverse teamEnsure a culture of fairness and transparency is delivered and felt by the teamHave a higher level of visibility for our people and customersTrue team player, support and celebrate team members throughout the businessTo 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 successTo make sure that you have a live and detailed employee engagement action plan built with your team which results creates in a highly engaged teamTo 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 jobsCustomerLead with a passion for the delivery of world class customer experienceOversee the resource allocation to ensure this replicates our customers’ needsTake ownership of station presentation and ensure high standards of at all timesOwn customer feedback and ensure we continuously drive improvements based upon thisDeliver an empowerment culture where all team members proactively resolve customer issues at the first opportunityEnsure customers with accessibility needs have a personalised experience to meet their individual needsOversee the station information and manage a step change during times of service perturbationResponsibility for ensuring all equipment on the station is operating effectively, including, ticket machines, ticket barriers and both station and toilet gate linesOtherAttend meetings as and when requiredMaintain good cross functional relationships across the companyDeputise for the regional manager if requiredSupport and lead changes to enhance the overall station experienceKey Role MetricsEmployee engagement score (RR 85%; score TBC)Absence rate (to deliver overall rate below 3%)Health, Safety & Wellbeing targetsSeniority levelMid-Senior levelEmployment typeFull-timeJob functionOtherIndustriesBusiness Consulting and Services #J-18808-Ljbffr