Station Customer Experience Manager

NETWORK RAIL; Greater London; On-site; GBP 40,000 - 50,000; Full time

Job summary

A leading transportation service provider in Greater London seeks a Station Customer Experience Manager to enhance customer service at Euston Station. This role involves defining the customer experience vision, designing training to drive service excellence, and collaborating with stakeholders to foster a positive environment. The ideal candidate holds a relevant degree and has a proven track record in customer service strategy delivery. This position emphasizes continuous improvement and a commitment to outstanding customer service, making a significant impact on passengers' experiences.

Qualifications

• Evidence of researching and delivering a customer service strategy.
• Knowledge of best practices in customer service.
• Proven ability to influence at all levels.

Responsibilities

• Set the customer experience vision at the station.
• Design and deliver customer service training.
• Monitor customer satisfaction using clear measures.
• Engage with stakeholders to enhance customer experience.

Skills

Team player

Excellent interpersonal skills

Customer focused

Persuasive

Inspirational

Education

Degree level or equivalent

Professional qualification in Customer Service

Job description

About Network Rail

Join Network Rail – Where People and Connections Matter. At Network Rail, we're dedicated to keeping passengers and freight moving safely and efficiently across the country. When you join us, you're not just part of a team – you're part of something that matters to millions. We believe that our people are at the heart of what we do, and every role plays a vital part in building a better, more connected railway.

We're committed to creating a diverse, inclusive workplace that reflects the communities we serve. To discover more about our ED&I commitments click here. We value flexibility and understand the importance of a healthy work-life balance. As a Disability Confident Leader, we'll do everything we can to accommodate any needs throughout the recruitment process.

If you're ready to make a real difference, we'd love to hear from you!

Brief Description

Be part of shaping the customer experience at one of the UKs busiest and most iconic stations. As Station Customer Experience Manager at Euston Station, you’ll bring our customer experience vision to life, inspiring teams to deliver outstanding, welcoming service every day. Working closely with colleagues and stakeholders, you’ll build strong teamwork and shared ownership across the station as an industry team. From designing and delivering impactful training to continually refining how we support our customers, you’ll play a key role in making every journey through Euston a positive one. With a focus on clear standards, continuous improvement and genuine care for our customers, you’ll help set the benchmark for excellent station service.

About the role (External)

You will set the vision and strategy for delivering an outstanding customer experience at the managed station, continually raising standards through learning, benchmarking and best practice. You'll design and deliver effective customer service training, supported by clear KPIs and a strong performance dashboard, ensuring standards are understood, measured and consistently achieved. You will also champion customer service excellence across Network Rail, positioning the station as a recognised centre of best practice.

• Set and lead a clear customer experience vision and strategy
• Deliver customer service training aligned to KPIs
• Monitor customer satisfaction through clear measures and targets
• Champion customer service excellence across the station and NR

Working in partnership

This role leads our Team Euston engagement which means bringing together the station as a true one industry team. Working in partnership with operators, stakeholders, agencies, colleagues and customers – you’ll help shape station to create a great customer environments. You’ll lead stakeholder engagement, manage key relationships and represent Network Rail on customer service matters, always keeping the customer at the heart of every decision.

• Collaborate with TOCs, stakeholders and local communities
• Lead stakeholder engagement and manage key relationships
• Designing improvements to customer experience
• Represent NR on customer service and customer impact matters
• Lead on customer facing projects as the subject matter expert

Essential

• Qualified to degree level or equivalent
• Professional qualification relating to Customer Service
• Comprehensive knowledge of delivering excellent customer service across different sectors
• Astute, inspirational, persuasive and customer focussed
• Evidence of researching, promoting and delivering a customer service strategy which is world class
• Awareness of latest customer service best practice with excellent cross sector customer service contacts
• Excellent interpersonal skills and effective team leader with proven presentation skills
• Proven ability to influence at all levels of the organisation
• Team player

Desirable

• Knowledge of relevant contacts and up to date best practice
• Proven ability to drive forward the delivery of complex national programmes
• Substantial experience of delivering customer service success
• Record of winning customer service awards

How to apply (External)

Evenbreaks Career Hive for advice on accessibility support if you're unsure of the options available. Should you require any reasonable adjustments/modifications, please add a note to your application.

Network Rail Benefits

To find out about what benefits we offer, click here.

All offers of employment are conditional upon satisfactory completion of pre-employment checks. Click here for more information.

***Some of our roles require face to face Drugs & Alcohol testing. Further details will be shared with you as part of your formal offer.****