Customer Relations Duty Manager

Arriva Kent & Surrey Limited; Birmingham; On-site; GBP 42,000 - 60,000; Full time

Job summary

CrossCountry is recruiting a Customer Relations Duty Manager to lead a high-performing team and deliver excellent customer service that meets business and regulatory requirements. You will drive performance, improve customer satisfaction and deliver operational excellence through strong leadership and continuous improvement initiatives.

As a people-focused leader, you will coach and develop staff, manage escalations, review performance and collaborate with stakeholders to enhance efficiency and

Qualifications

• Strong leadership, coaching and performance management.
• Excellent verbal and written communication with relationship-building.
• Strong analytical, problem-solving and decision-making abilities.
• Experience in a fast-paced environment.
• Motivate and influence performance.
• Organisational skills and prioritisation.
• Lead by example and drive behavioural change.
• Analyse data and present performance clearly.
• Experience producing reports with MS Office (Word, Excel, Outlook, PowerPoint).
• Knowledge of Data Protection and Equality regulations.
• Knowledge of customer relations obligations and policies.
• Strong report-writing and presentation skills.

Responsibilities

• Lead and develop the Customer Relations Team in line with business objectives and customer service standards.
• Drive First Time Resolution and Right First Time strategies to reduce repeat contacts and complaints.
• Inspire, motivate and coach colleagues to deliver exceptional customer service and continuous improvement.
• Ensure delivery of service, quality, productivity and performance targets.
• Develop and embed best practice across Customer Relations activities.
• Work collaboratively with stakeholders across the business to improve customer outcomes, reduce costs and increase efficiency.
• Ensure compliance with all relevant regulatory requirements, including ORR and DfT obligations.
• Identify operational risks and implement appropriate mitigation plans.
• Ensure team understanding and adherence to company policies, procedures and regulatory responsibilities.
• Review and improve processes to enhance operational efficiency and the customer experience.
• Manage escalated customer complaints, appeals and complex cases, seeking fair and timely resolutions.
• Act as the escalation manager for disciplinary, grievance and investigation processes within the team.
• Maintain productive relationships with external stakeholders, including the Rail Ombudsman.
• Analyse and report on team performance, implementing improvement plans where required.
• Conduct regular performance reviews, probation reviews and development discussions, ensuring clear objectives and succession planning are in place.
• Support digital-first initiatives by identifying opportunities to improve processes and customer engagement.
• Work closely with HR on workforce planning, recruitment, absence management, performance management and employee relations matters.
• Champion company values and contribute to a positive, inclusive and high-performing culture.

Skills

People leadership and coaching

Performance management

Communication skills

Analytical thinking

Regulatory knowledge

MS Office

Tools

MS Office

Job description

Customer Relations Duty Manager

Location: Birmingham

CrossCountry is recruiting a Customer Relations Duty Manager to lead and develop a high-performing Customer Relations team, ensuring customers receive an excellent service that meets both business and regulatory requirements.

You will play a key role in driving performance, improving customer satisfaction, and delivering operational excellence through effective leadership, coaching, and continuous improvement initiatives. Working closely with internal stakeholders and external partners, you will identify opportunities to enhance efficiency, reduce customer contacts, and improve the overall customer experience.

The successful candidate will have a strong understanding of customer service operations, regulatory requirements, and performance management frameworks. You will be an engaging people leader, capable of motivating teams, managing change, and delivering results in a fast-paced environment.

Principal Accountabilities

• Lead and develop the Customer Relations Team in line with business objectives and customer service standards.
• Drive First Time Resolution and Right First Time strategies to reduce repeat contacts and complaints.
• Inspire, motivate and coach colleagues to deliver exceptional customer service and continuous improvement.
• Ensure delivery of service, quality, productivity and performance targets.
• Develop and embed best practice across Customer Relations activities.
• Work collaboratively with stakeholders across the business to improve customer outcomes, reduce costs and increase efficiency.
• Ensure compliance with all relevant regulatory requirements, including ORR and DfT obligations.
• Identify operational risks and implement appropriate mitigation plans.
• Ensure team understanding and adherence to company policies, procedures and regulatory responsibilities.
• Review and improve processes to enhance operational efficiency and the customer experience.
• Manage escalated customer complaints, appeals and complex cases, seeking fair and timely resolutions.
• Act as the escalation manager for disciplinary, grievance and investigation processes within the team.
• Maintain productive relationships with external stakeholders, including the Rail Ombudsman.
• Analyse and report on team performance, implementing improvement plans where required.
• Conduct regular performance reviews, probation reviews and development discussions, ensuring clear objectives and succession planning are in place.
• Support digital-first initiatives by identifying opportunities to improve processes and customer engagement.
• Work closely with HR on workforce planning, recruitment, absence management, performance management and employee relations matters.
• Champion company values and contribute to a positive, inclusive and high-performing culture.

Experience, Knowledge, Qualifications & Training

Essential

• Strong people leadership, coaching and performance management skills.
• Excellent verbal and written communication skills with the ability to build effective working relationships.
• Strong analytical, problem-solving and decision-making abilities.
• Experience working in a fast-paced environment.
• Ability to motivate, influence and manage performance effectively.
• Strong organisational skills with the ability to prioritise competing demands.
• Proven ability to lead by example and drive positive behavioural change.
• Ability to analyse data and present performance information clearly to a variety of audiences.
• Experience producing reports and using Microsoft Office applications, particularly Word, Excel, Outlook and PowerPoint.
• Knowledge of relevant legislation and regulatory requirements, including Data Protection and Equality legislation.
• Understanding of Customer Relations obligations, including Complaints Handling Procedures, Accessible Travel Policy, Passenger Charter and National Rail Conditions of Travel.
• Strong report-writing and presentation skills.

Desirable

• Formal qualification in Customer Service, Leadership or a related discipline.
• Rail industry experience and knowledge of customer service regulations.
• Experience delivering presentations to management teams and wider audiences.
• Experience identifying training needs and implementing development plans.
• Ability to challenge existing practices constructively and drive continuous improvement.

Closing date for applications: Sunday 18th October 2026.

We acknowledge the importance of our people's diverse experiences, talents and cultures. Embracing diversity and creating inclusion is a key component of our talent strategy. The creation of a diverse, inclusive workforce is central to our ability to unlock potential and enhance our success.

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