Rail Customer Delivery Manager — Frontline Service Leader

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

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.