Customer Services Team Manager, French Speaking

Trainline; Easter Howgate; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading rail technology company based in Easter Howgate is seeking a Customer Service Team Manager. The successful candidate will provide leadership to enhance team efficiency and customer satisfaction. They will analyze performance data, collaborate on improving processes, and support team development. Offering a hybrid work model and excellent benefits, this role is ideal for those passionate about team coaching and operational excellence.

Benefits

Private healthcare

Dental insurance

Work-from-abroad policy

2-for-1 share purchase plans

EV Scheme

Extra festive time off

Family-friendly benefits

Qualifications

• Experience managing or coaching colleagues in a contact centre environment.
• Passion for staff development and helping others thrive.

Responsibilities

• Provide direction and clarity for team performance and customer satisfaction.
• Analyze reports to maximize Service Level and CS KPIs.
• Work with teams on process and product improvements.
• Be a contact for insights on customer interactions.

Skills

Managing teams

Coaching

Data analysis

Cross-departmental communication

Job description

About us

We are champions of rail, inspired to build a greener, more sustainable future of travel. Trainline enables millions of travellers to find and book the best value tickets across carriers, fares, and journey options through our highly rated mobile app, website, and B2B partner channels.

Great journeys start with Trainline 🚄

Now Europe’s number 1 downloaded rail app, with over 125 million monthly visits and £5.9 billion in annual ticket sales, we collaborate with 270+ rail and coach companies in over 40 countries. We want to create a world where travel is as simple, seamless, eco‑friendly and affordable as it should be.

Today, we’re a FTSE 250 company driven by our incredible team of over 1,000 Trainliners from 50+ nationalities, based across London, Paris, Barcelona, Milan, Edinburgh and Madrid. With our focus on growth in the UK and Europe, now is the perfect time to join us on this high‑speed journey.

Introducing the Customer Service team at Trainline 🚄

Our CS teams are spread across our Edinburgh office and also our outsource partners Foundever. They are focused on providing excellent support to our customers when they need us and are also vigilant to opportunities to feed into our ongoing product development.

As a Customer Service Team Manager at Trainline, you will… 🚝

• Provide direction and clarity on how your team can perform to very high standards of efficiency and customer satisfaction and be responsible for the team results
• Analyse reports and data to maximise Service Level, CSat performance and all other CS KPIs
• Work with the wider CS and Ops teams to explore process and product improvement opportunities
• Be a point of contact for all other departments in Trainline for insight and understanding on why customers contact us and how we can continually evolve our platforms to better support customers
• Develop, motivate and provide guidance to all your reports
• Be effective in managing adherence to all employee policies, expectations and standards
• Build mutually beneficial relationships with other teams and colleagues
• …love being part of a team !

We’d love to hear from you if you… 🔍

• Have experience of managing or coaching colleagues, preferably in a contact centre environment
• Have a real passion for staff development and seeing people thrive under your guidance
• Want to be part of a large growing business where you will be encouraged to speak up and share the wins and the opportunities

More information:

Enjoy fantastic perks like private healthcare & dental insurance, a generous work-from‑abroad policy, 2‑for‑1 share purchase plans, an EV Scheme to further reduce carbon emissions, extra festive time off, and excellent family‑friendly benefits.

We prioritise career growth with clear career paths, transparent pay bands, personal learning budgets, and regular learning days. Jump on board and supercharge your career from day one!

We operate a hybrid model to work and ask that Trainliners work from the office a minimum of 60% of their time over a 12‑week period. We also have a 28‑day Work from Abroad policy.

Our values represent the things that matter most to us and what we live and breathe everyday, in everything we do:

• Think Big – We’re building the future of rail
• Own It – We focus on every customer, partner and journey
• Travel Together – We’re one team
• Do Good – We make a positive impact

We know that having a diverse team makes us better and helps us succeed. And we mean all forms of diversity – gender, ethnicity, sexuality, disability, nationality and diversity of thought. That’s why we’re committed to creating inclusive places to work, where everyone belongs and differences are valued and celebrated.

Interested in finding out more about what it’s like to work at Trainline? Why not check us out on LinkedIn, Instagram and Glassdoor!