Customer Experience Manager

Customer Experience Manager

Western House, Swindon

Who are we?

GWR is the proud custodian of Brunel\’s railway – one of the most prestigious networks in the world. We have some of the newest trains in the country and exciting plans to extend our services. With more than one hundred million passenger journeys each year, we carry people to over 275 stations in the South West, from Cornwall and South Wales to London, passing through beautiful country and some of the UK\’s top tourist destinations.

We are transforming the way people think about train travel, empowering our team of over 6,000 people from all different backgrounds to make it a great experience for our customers. Together, we will revalue rail as a very special way to travel – relaxing, fast, efficient, friendly and fun.

About the team

The Train Service Delivery team are responsible for the day-to-day management and delivery of the GWR service to its customers. We deliver all components that make up the service, including managing the train plan, Customer Information, Area Operations and, when required, train service recovery. We deliver service management, incident recovery, and support tactical performance improvement.

About the job?

As a Customer Experience Manager, you will work with colleagues across the Control team to ensure the customer is at the heart of decision making. You will ensure that the customer experience is managed by influencing your colleagues\’ decisions and following agreed communication and contingency plans. The role is key to supporting front line colleagues to deliver great experiences for our customers – both by ensuring they understand the service offering and assisting to resolve customer issues.

During times of disruption, the role is paramount to ensuring the impact on customers across the network is mitigated, both through the train service and rail replacement alternatives, while providing regular, high-quality messaging to support informed decision making.

Your main responsibilities will be?

• Working closely with colleagues across the Control floor to ensure the service delivered meets the needs of our passengers
• To oversee the customer strategy across day-to-day operations and during disruptive events, enacting alternatives when appropriate – be that ticket acceptance (rail or bus) or requesting road transport
• Monitoring all GWR outputs to ensure a clear and consistent message is presented to passengers, providing useful and timely advice during disruption in line with our Passenger Information During Disruption commitments
• Engage and communicate with relevant stakeholders to support the customer experience.
• Supporting front line staff to seek resolutions to issues affecting the customer experience

You\’ll need to be?

• A customer focused person with a passion for ensuring the best possible delivery for our customers
• A strong communicator (verbally and in written form), with the ability to influence and work collaboratively with others
• A team player who is comfortable challenging decisions and balancing priorities
• Able to work well under pressure, taking a risk-based approach to prioritising tasks, retaining information in a dynamic environment and keep calm in challenging circumstances
• Able to resolve specific issues empathetically, without losing sight of the bigger picture of delivering for customers across the network

As a minimum, you will need to have:

• Excellent written and verbal communication skills
• Recent experience working in a customer service role
• Excellent IT skills and the ability to learn and utilise new systems.
• A good understanding of the GWR network and how the business delivers the train service daily.

Working pattern?

This role is shift based, comprising early, late and night shifts as well as weekend working.

Additional Information:

The role is based in our Integrated Control Centre in Swindon, which is a short walk from Swindon station. While many people use the train to get to work the majority of the time, you must also be able to get to work via other means due to the shift times involved.

Occasional travel across the GWR network as part of your working day may be necessary.

The Reward:

As well as a great team environment and comprehensive training, all GWR colleagues enjoy a range of benefits including:

• on-going development,
• defined benefit pension scheme with the Railways Pension Scheme,
• free rail travel across the GWR network for you and your family,
• discounted travel with other Train Operating Companies,
• company-sponsored health care plan,
• discounted shopping and gym membership
• employee assistance programme and much more.

We all belong at GWR. This is our vision for providing an inclusive environment for all our colleagues, ensuring all candidates have an equal opportunity to access meaningful employment.

We value our differences such as age, gender, LGBTQIA, ethnicity, religion and disability. We maintain zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.

We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.

We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.

If you require additional support to complete your application due to a disability or neurodivergent condition such as dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.

https://exceptionalindividuals.com/neurodiversity/

https://www.healthassured.org/blog/neurodiversity/

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