Customer Communications Manager

Are you passionate about delivering clear, engaging, and impactful communications? Based at our Head Office in Birmingham, this is an exciting opportunity for someone who is passionate about customer experience and communications, with strong knowledge of our business or the wider rail industry. As Customer Communications Manager, you'll lead and co-ordinate all customer-facing messaging, ensuring consistency with our brand and tone of voice. Line management skills are essential, as you'll manage and motivate a team to deliver high-quality, clear, customer-focused communications. You'll also bring experience in engaging with customers and stakeholders, developing compelling content, and exploring innovative ways to enhance communication through new channels and creative approaches.

Please note this is a 12 month contract/secondment opportunity.

• Own all customer communications, ensuring tone, content, and quality across channels.
• Lead and co-ordinate messaging across departments for consistency.
• Maintain high standards of customer service on social media and meet response KPIs.
• Manage and develop the social media team and strategic content plan.
• Align activity with key teams (Control, Marketing, Customer Experience) to deliver a unified strategy.
• Lead strategic communication projects, including planned disruption and major events, working with internal teams and external stakeholders.
• Drive customer engagement strategies for significant changes and industry developments.
• Innovate new communication methods, including blogs, podcasts, and emerging channels.
• Use analytics and customer feedback to improve communications and customer experience.
• Help ensure front-line colleagues deliver consistent messaging across all touchpoints.
• Participate in on-call media duties as part of the wider Communications team.

• Exceptional written communication skills with the ability to simplify complex information for customers.
• Strong interpersonal skills and proven ability to collaborate effectively across teams.
• Experience influencing and advising peers and senior stakeholders with credibility and trust.
• Skilled in engaging internal and external stakeholders to deliver aligned messaging.
• Demonstrated experience in line managing a shift-based team, motivating and leading in line with business values.
• Strategic thinker with the ability to turn high-level objectives into actionable plans.
• Highly organised, able to manage multiple priorities and respond quickly to emerging issues.
• Self-driven and accountable, with sound judgement and confidence to work independently.
• Awareness of the rail industry and its wider political context.
• Degree-level education and/or membership of a relevant professional body (desirable).

• Salary - £50,000 - £55,000 depending on experience
• Hybrid working - 2-3 days in Birmingham office
• Defined Benefit pension – one of the best in the UK
• Free travel on all our trains and 75% off all other train company travel tickets
• Retail discounts
• Career development opportunities

We are proud to operate two new railway brands for and to the Midlands, the North West and London.

In the Midlands the West Midlands Railway brand is a local railway placing Birmingham at the centre of its network. We run the majority of the local services, as well as direct trains to many of the surrounding towns and cities, including Redditch, Stratford-upon-Avon, Worcester, Hereford, Shrewsbury, Telford, and Northampton.

Our London Northwestern Railway brand serves the London to Liverpool route on the west coast, stopping at Birmingham, Milton Keynes and Northampton, with the West Midlands at its heart.

Both services are operated by West Midlands Trains Ltd, part of Transport UK.

Each business brings a wealth of knowledge and expertise to the franchise and it's our aim to give you the rail experience you deserve at the price you want to pay.