Customer and Communities Manager

1 month ago


UK, UK, United Kingdom Metroline Ltd Full time

Job summary

This post holder will be responsible for formulating strategies to increase customer satisfaction or loyalty, through ensuring interactions meet customer needs and to develop and implement change that anticipates and addresses customer needs and complaints. In this role, they will be required to build Metroline Manchester’s community engagement portfolio and be responsible for supporting the company in establishing and meeting its’ Social Value commitments.


Main Responsibilities

  • Design and develop a strategic plan to raise the profile of Metroline Manchester in local communities and to engage potential stakeholders in community engagement initiatives.
  • Collaborate with the business to develop and manage projects and initiatives that enhance Metroline Manchester’s brand, culture, and customer satisfaction within the communities that they serve in Greater Manchester.
  • Support the development of the customer experience strategy, evolve cultures and processes focused on customer experience.
  • Implement and maintain Customer Experience action plans.
  • Contribute to the Stakeholder Engagement and Communication Plans
  • Connect the customer with the service in effective and compelling ways.
  • Understand the market by looking at customer concerns and practices.
  • Working with our training team, define and implement standards/procedures for ensuring optimal customer experience during onboarding and periodic training.
  • Conduct joint forums with TfGM to gather information on customer pain points.
  • Map customer journey – invite comment, highlight client/business contact points.
  • Map, maintain and understanding of key stakeholders, map and understand their needs and identify ways where we can support stakeholder needs.
  • Analyse customer complaints/comments and KPI’s to understand drivers of dissatisfaction, recommend solutions and work with other business units to reduce complaints or KPI’s risk.
  • Develop and manage sustainability initiatives in line with local sustainability and Social Value commitments.
  • Liaison with ComfortDelGro to communicate and develop best practice.


About you

We are not specifically looking for someone with transport experience, so we’d love to hear from you if you meet the majority of the criteria below….

  • Previous customer experience management.
  • Stakeholder/Community engagement experience.
  • Experience in influencing teams, in a community engagement context.
  • Demonstrated ability to lead by example, influence strategies and plans to get buy-in and provide direction and motivation for individuals, teams, partners, and partnerships.
  • Excellent relationship management and communication skills including the ability to develop and maintain strong collaborative partnerships.
  • Ability to encourage creative and innovation thinking, including the ability to be adaptive in a rapidly changing environment and using influencing skills to challenge and tease out different perspectives, and to help others see alternative viewpoints.
  • Excellent time management and a proven ability to work effectively autonomously.


Hours of work

38 hours per week, generally Monday to Friday, but as the business operates 24 hours/7 days, attendance may be required outside the conventional office hours.


About Us

Metroline Manchester is a recently formed arm of ComfortDelGro, one of the largest land transport companies in the world, with a presence in 7 countries and operating a fleet of over 40,000 vehicles. In March 2024 we were awarded contracts to operate four franchises in Greater Manchester by Greater Manchester Combined Authority (GMCA).

Metroline have been operating in the UK since 1989, and are the fourth largest scheduled bus operator in London and operates about 17 percent of the city’s scheduled bus services. It is part of ComfortDelGro’s wider operations in the UK, which include; Argyle Satellite, Adventure Travel, CityFleet Networks, Computer Cab, KingKabs, Scottish Citylink Coaches, Megabus and Westbus Coach Services. These companies operate in 23 different towns and cities, offering a comprehensive range of point-to-point and public transport solutions including buses, coaches, taxis, and private hire vehicles.


The Equality Act

Metroline is an equal opportunity employer and all qualified applicants will receive consideration for employment with due regard to legal obligations for protected characteristics i.e. age, disability, marriage and civil partnership, gender reassignment, pregnancy and maternity, race, religion and belief, sex and sexual orientation.



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