Duty Customer Experience Manager

The Go-Ahead Group

Acton

Remote

GBP 32,000 - 42,000

Full time

3 days ago

Be an early applicant

Application generator

Turn this role into an interview — a resume and cover letter built around what this employer wants.

Get past ATS filters

Job summary

The Go-Ahead Group is hiring a Duty Customer Experience Manager on a 6 month fixed term contract to lead frontline teams and support passengers along their journey on the Elizabeth line.

You'll be the visible face of the station, motivating teams, resolving disruptions, and upholding high safety and service standards while collaborating with partners to improve service delivery.

Qualifications

Strong people skills and a proactive mindset.
Solid operational understanding.
Experience in customer-facing roles.
Desire to coach, assess and develop teams.
Flexibility to work rotating shifts.

Responsibilities

Set high service standards and lead by example.
Handle disruption and ensure clear, timely communication.
Monitor station safety, cleanliness, and presentation.
Support performance targets and revenue protection.
Work with stakeholders and partners to enhance service.

Skills

People skills

Proactive mindset

Operational understanding

Customer-facing experience

Team coaching

Job description

At GTS, we're redefining the customer experience on the Elizabeth line. We're looking for a dynamic Duty Customer Experience Manager to cover a 6 month fixed term contract to lead frontline teams, support passengers across their entire journey, and uphold the highest operational and safety standards.

You'll be the visible face of the station—motivating teams, resolving service disruptions, and continuously improving service delivery.

In this role you'll: