Customer Service Professional - Leeds

Tpexpress; Leeds; On-site; GBP 38,000 - 52,000; Full time

Benefits offered by this job

Excellent career prospects

Personal development plan

Structured training and development

Competitive salary

Generous annual leave entitlement

Free rail travel for you and depend a/

Rail travel discounts across networks

Employee Assistance Program

Rail Pension scheme

Family friendly maternity/paternity

Cycle to work scheme

Job summary

TransPennine Express is seeking a Customer Delivery Manager to drive customer experience across the North of England. The role involves working at different railway locations, coordinating front-line teams and contractors, and delivering excellent service during planned disruption and routine operations.

You will act as a customer advocate for TRU, ensuring clear communication and seamless journeys for fare-paying customers while aligning with company values and safety standards.

Qualifications

• Experience in fast-paced front-line customer-facing roles in transport or retail.
• Must have customer service experience and must be able to work under pressure.
• Punctual, a team player, well-presented and well-organised.
• Comfortable working on their feet, often outside and for several hours at a time.
• Good geographical knowledge of the railway system in the north of England.

Responsibilities

• Coordinate customer management with front-line grades, managers and contractors during disruptions and planned works.
• Act as advocate for the TRU programme and lead in customer handling to deliver excellent service.
• Communicate effectively with colleagues, contractors and fare-paying customers across multiple locations.

Skills

Customer service

Communication

Interpersonal skills

Front-line experience

Punctual and reliable

Geographical knowledge

Education

GCSE standard

Job description

We're TransPennine Express and we're going places. Whether that's helping customers reach their destination, or ensuring our colleagues feel fulfilled and supported in their careers. We're looking for people with drive and enthusiasm to join our amazing team and help push for more progress within the rail industry. We look forward to meeting new faces and eager minds, ready to join our mission of creating a better-connected network in the North and Scotland, for good.

Over the next decade, TransPennine Express (TPE) and Northern (NTL) will benefit from a series of high profile infrastructure projects presenting a challenge to keep our customers moving with as little disruption as possible to their journey. The most notable is the multi-billion pound Transpennine Route Upgrade (TRU) between Manchester and York, but there are also other schemes taking place across our networks.

It is extremely important to TPE, NTL and the wider railway industry that communication to customers is consistent and accurate, keeping people moving when key lines are closed and during unplanned disruption.

To support our wider approach to customer handling, an exciting opportunity has arisen become a Customer Delivery Manager.

The successful candidate will be expected to work at different railway locations across the north of England, communicating effectively with all other front-line grades, managers, key contractors and, most critically, the fare-paying customer. Working in a cross industry team with other Customer Delivery Managers on behalf of TPE, NTL and other operators, you will act as advocates for the TRU programme, taking the lead in customer management both in advance and during planned disruption to deliver excellent customer service in line with the TRU Customer Manifesto.

An ideal candidate would have the following strengths and experiences:

• An effective communicator, approachable, possess excellent interpersonal skills, and a flexible approach to working hours and locations;
• Experience working in a fast-paced front-line customer facing role, within the transport or retail industry;
• Must have customer service experience and must be able work under pressure;
• Must be punctual, a team player, well-presented and well-organised;
• Comfortable working on their feet, often outside and for several hours at a time;
• Good geographical knowledge of the railway system in the north of England;
• Educated to a GCSE standard (or equivalent) as a minimum.

You are expected to be accountable for your actions and business performance, whilst challenging yourself as an individual to be even better. As part of the wider team you will continually develop your skills and fully demonstrate the company and TRU values.

What we offer

• Excellent career prospects.
• A personal development plan.
• Structured training and development
• Competitive salary paid on 4 weekly basis.
• Generous annual leave entitlement.
• Free TransPennine Express rail travel for you and your dependants*.
• Travel discounts of up to 75% off other train operating companies, plus international rail travel after 1 years' service* for you and your dependants*.
• Free & Confidential Employee Assistance Program and Wellbeing Portal 24 hours a day, 7 days a week to help you with any finance, family, health, or wellbeing issues you have. We make sure there's someone on-hand to offer guidance, advice, and useful information for our people when they are experiencing hardship at work or at home.
• Option to join the Railway Pension Scheme with significant employer contributions.
• Family friendly maternity and paternity benefits.
• Plus, high street and lifestyle discounts as well as a cycle to work scheme*.

*Terms and conditions apply.

Goings places has never felt better!

At TransPennine Express, it's our goal to help people reach their full potential. We offer the opportunity to not just join the transformation of the rail industry, but to lead it. Our values are designed with every team member in mind; whether it's ensuring you feel free to be yourself at work, or encouraging everyone to pull together and support each other. We promise to value our people for the individuals they are. Whichever department becomes your destination, from the tip of the train, to the tail, our only focus is heading at full speed into the future. So, if making people crack a smile helps you feel at home, and raising standards is second nature to you, we'd love to have you onboard.