At a Glance
- Tasks: Lead and inspire teams to deliver exceptional customer experiences across multiple locations.
- Company: Join Avanti West Coast, a company passionate about creating memorable journeys.
- Benefits: Enjoy free travel, a generous holiday allowance, and a railway pension scheme.
- Other info: Be part of a diverse, inclusive team that values your unique contributions.
- Why this job: Make a real impact by driving operational excellence and enhancing customer satisfaction.
- Qualifications: Leadership experience in fast-paced environments; passion for service excellence.
The predicted salary is between 40582 - 49600 £ per year.
At Avanti West Coast, we're passionate about creating exceptional journeys for our customers and an engaging environment for our colleagues.
We're looking for a talented Customer Experience Manager to lead frontline management teams and drive operational excellence across our network.
You do not need rail experience to be successful in this role.
If you've led large teams in sectors such as retail, hospitality, logistics, transport, healthcare, customer service, leisure, facilities management, or other operational environments, we'd love to hear from you.
Your leadership experience, ability to inspire people while raising standards are what matter most.
As a Customer Experience Manager, you'll lead a team of Station Managers responsible for circa 350 frontline colleagues across multiple locations, driving outstanding customer service, operational performance and colleague engagement.
You'll play a key role in creating high-performing teams, delivering business results and maintaining the highest standards of safety across your region.
Working closely with a range of stakeholders, you will identify opportunities for improvement, support colleague development, lead through change and play a critical role during operational disruption, ensuring customers and colleagues remain safe, informed and supported.
- What You'll Be Doing
- Leading and developing a team of Station Managers across multiple locations.
- Creating a culture of engagement, accountability, feedback and continuous improvement.
- Maintaining a safety-first culture, ensuring the highest standards of customer and colleague safety are maintained.
- Driving customer satisfaction, operational performance and service delivery against key business measures and KPIs.
- Supporting and coaching managers to create engaged, high-performing teams and develop future talent.
- Building strong relationships with trade unions, industry partners and internal stakeholders to deliver positive outcomes for customers, colleagues and the business.
- Ensuring effective management of attendance, wellbeing, colleague welfare and performance.
- Leading initiatives to improve operational efficiency, service quality and customer experience.
- Managing budgets, resources and workforce planning to deliver safe, efficient and commercially sound operations.
- Engaging with stakeholders across the wider business to ensure safe and effective service delivery.
- Leading through change and helping teams adapt to evolving business needs.
- Playing a key role during operational disruption and incident response, ensuring customers and colleagues remain safe and supported.
Take a look at the role profile for more information.
What We're Looking For
We're interested in people with transferable leadership skills who can bring fresh thinking and experience from other industries.
You’ll likely have
- The ability to balance safety, people, customer and commercial priorities in a complex operational environment.
- Experience leading managers and large frontline teams in a fast-paced operational environment.
- A proven track record of delivering performance and customer outcomes through people.
- Experience developing high-performing teams through coaching, succession planning and colleague development.
- Strong customer focus and a passion for service excellence.
- Experience managing performance, engagement, attendance and colleague wellbeing.
- Commercial awareness and an understanding of operational KPIs and business performance measures.
- Excellent communication, influencing and stakeholder management skills
- Experience working across multiple sites, locations or departments.
- The ability to make decisions, solve problems and remain calm under pressure.
- Strong planning, organisational and budgeting skills.
As well as working with a fantastic team you will also receive
- Railway Pension Scheme
- Free travel on Avanti West Coast for you/spouse/partner/dependents
- Privilege Travel card (75% off other train operators fares for leisure travel)
- 30 days holiday rising by 1 for every completed year of service to a maximum of 37 days (inclusive of bank holidays)
- 10 free journeys on other First Group Train Operators
We reserve the right to withdraw this advert at any time due to high volumes of applications .
At Avanti West Coast, we value the differences that make each of us outstanding!
Avanti West Coast recognises the benefits of building a diverse workforce and employing people from diverse backgrounds, which includes their race, religion, age, gender, gender identity, disability, and sexual orientation.
Everyone who joins Avanti West Coast becomes part of our close-knit team.
We're committed to ensuring that Avanti West Coast is inclusive, a place where people are encouraged to be themselves, and not an edited version to fit in.
A place where differences are encouraged, recognised, accepted and put to good use.
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Customer Experience Manager in Birmingham employer: Avanti West Coast
Avanti West Coast is an exceptional employer that prioritises innovation and operational excellence in the catering sector. With a strong focus on employee development, we offer continuous growth opportunities and a collaborative work culture that values your contributions. Located in a dynamic environment, our team enjoys the unique advantage of being part of a forward-thinking organisation dedicated to enhancing customer experiences through cutting-edge digital systems.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager in Birmingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Avanti West Coast. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Avanti West Coast before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Manager in Birmingham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Avanti West Coast:Your cover letter is your chance to shine! Tell us why you want to work at Avanti West Coast specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Avanti West Coast!
How to prepare for a job interview at Avanti West Coast
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
