Customer Experience Team Manager

NRG Resourcing Ltd; Greater London; On-site; GBP 60,000 - 75,000; Full time

Job summary

NRG Resourcing Ltd is seeking an experienced Customer Experience Team Manager to lead a multi-location team from London Euston, guiding customer-facing operations and adjacent teams to deliver exceptional service.

The role emphasizes coaching, stakeholder engagement, and safety-critical performance, with on-call duties and travel across three sites. A background in rail or safety-critical environments is advantageous but not essential.

Qualifications

• 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 but not essential.

Responsibilities

• 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.

Skills

People management

Stakeholder management

Operational leadership

Multi-site coordination

Rail/transport experience

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