Duty Customer Experience Manager

The Go-Ahead Group; Greater London; On-site; GBP 65,000 - 83,000; Full time

Job summary

The Go-Ahead Group on the Elizabeth line is seeking a Duty Customer Experience Manager to cover a 6 month fixed term contract, leading frontline teams and guiding passengers through their journey with safety and service at the forefront.

You'll set high service standards, manage disruptions with clear communication, and work with partners to elevate service while maintaining presentation, safety and revenue protection across stations.

Qualifications

• Strong people skills and a proactive mindset.
• Solid operational understanding of service delivery.
• Previous experience in customer-facing roles and driving service improvements.
• Desire to coach, assess and develop frontline 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

Coaching & development

Shift flexibility

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:

• 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

What we're Looking For:

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