Customer Experience Manager

Avanti West Coast; Liverpool; On-site; GBP 40,000 - 55,000; Full time

Job summary

Avanti West Coast is seeking a Customer Experience Manager to lead a team and enhance customer satisfaction. The role requires strong operational management experience, strategic thinking, and the ability to drive performance. This is an exciting opportunity to shape the customer experience with new train services.

Benefits

Final salary pension

Free travel for you and dependents

Privilege Travel card

30 days holiday increasing with service

10 free journeys on other First Group Train Operators

Qualifications

• Experience leading high performing management teams in customer service.
• Strong strategic thinking and operational management skills.

Responsibilities

• Lead a team of Onboard Managers to enhance customer experience.
• Drive performance and deploy best practices in customer service.

Skills

Leadership

Negotiation

Operational Management

Job description

Join to apply for the Customer Experience Manager role at Avanti West Coast

Join to apply for the Customer Experience Manager role at Avanti West Coast

Customer Experience Manager - Catering Lead: Steering the development of our future proof customer experience!

We have recently changed and brought together our customer facing teams into one Customer Experience directorate to enhance the experience of our customers today and tomorrow. This is an exciting time to join Avanti West Coast, as our new Evero trains are now out in service. As a Customer Experience Manager, you will lead a team of Onboard Managers. Whilst railway experience is not essential you will need to have strong operational management experience, this could be from other sectors like logistics, manufacturing or hospitality.

The rail sector is facing unprecedented change so you will need to use your knowledge and experience to lead your team to deliver the excellent Customer Experience our customers expect whilst supporting the culture change journey we are on.

We are looking for an outstanding operational leader, with strong strategic thinking skills, who will challenge and develop the team though clear direction and involvement, driving performance and deploying best practice both from a customer experience and commercial perspective resulting in our colleagues feeling engaged, valued, and proud to wear the Avanti West Coast uniform.

To be successful in this role, we are looking for demonstrable experience of:

• Leading high performing management teams within a multi-site customer service environment
• Influencing and negotiating up to Director level both internally and externally,
• Delivering results against key commercial and revenue targets
• Commercial awareness with experience of working with Trade unions.
• Resilience and tenacity in leading change

You will need to be located along, or within a 60 minute journey of the West Coast Main Line. Your region will include Liverpool and Manchester so this will be your main location of work when not travelling across the network.

Please see the attached role profile for further information here

Benefits include:

• Final salary pension
• Free travel on Avanti West Coast for you/spouse/partner/dependents
• Privilege Travel card (75% off other train operators fares for leisure travel)
• 30 days holiday rising by 1 for every completed year of service to a maximum of 37 days (inclusive of bank holidays)
• 10 free journeys on other First Group Train Operators

If this sounds like the opportunity for you, apply now and remember to upload a CV with your application.

At Avanti West Coast, we value the differences that make each of us unique! Avanti West Coast recognises the benefits of building a diverse workforce and employing people from diverse backgrounds, which includes their race, religion, age, gender, gender identity, disability and sexual orientation.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service, Management, and General Business

• Industries

  Rail Transportation

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