Customer Experience Team Manager

Nrg; Greater London; On-site; GBP 65,000 - 75,000; Full time

Job summary

Nrg is recruiting a Customer Experience Team Manager to lead a customer-facing team across three locations, based at London Euston with travel to other locations. You will partner with operational teams and stakeholders to deliver an outstanding customer experience while upholding safety and performance standards.

The role requires experienced people management in a fast-paced environment, with shift-based patterns and on-call responsibilities.

Qualifications

• Proven previous management experience in a customer-facing environment.
• Strong stakeholder management and communication skills.
• Experience in fast-paced operational settings.

Responsibilities

• Lead, manage, coach and develop a team of Customer Experience Ambassadors across three locations.
• Provide strong operational leadership and ensure high standards of customer experience.
• Build relationships with internal and external stakeholders to support service delivery.
• Oversee performance management, training and development, and on-call responsibilities as required.

Job description

Are you an experienced people manager with a strong operational background and the confidence to lead across multiple locations?

We are supporting a leading organisation within the rail industry to appoint a Customer Experience Team Manager. This is a high-profile role based at London Euston, with responsibility across three locations, where you will lead and develop a customer-facing team while working closely with operational teams and key stakeholders to deliver an exceptional customer experience.

The Role:

Lead, manage, coach and develop a team of Customer Experience Ambassadors.

Provide strong operational leadership across three locations.

Build and maintain excellent relationships with internal and external stakeholders.

Champion customer experience, safety and performance standards.

Manage colleague performance, competence and development.

Support teams through planned and unplanned service disruption.

Identify opportunities to improve processes and enhance the customer journey.

Work closely with operational teams and key partners to deliver an exceptional customer experience.

Undertake on-call and safety-critical responsibilities as required.

About You:

You will be an experienced people manager with a strong operational background and excellent stakeholder management skills.

You will have:

Proven previous management experience, ideally within a customer-facing environment.

Excellent stakeholder management and communication skills.

Experience working in a fast-paced operational environment.

The ability to lead across multiple locations and manage competing priorities.

A genuine passion for customer experience and delivering high standards.

Experience within rail, transport or another safety-critical environment would be highly advantageous bot not essential.

This is an excellent opportunity to take on a high-profile operational leadership role within the rail industry, leading a team and playing a key role in delivering an outstanding customer experience.

Location: London Euston base, with travel across three locations
Working pattern: Shift-based, including on-call/out-of-hours responsibilities
Salary: Competitive

Consultant

Catherine Hingston

Associate Director of HR Services

Customer Experience Team Manager • London, GB