Customer Experience Manager

Join to apply for the Customer Experience Manager role at Chiltern Railways. A key leadership role to our people, offering leadership through high levels of engagement and bringing the best out of people, recognising the diversity of our people and maximising their performance through coaching and empowering them to make a difference every day. Leading and supporting our vision of “being the best railway” and “ensuring everyone home safe every day”. Being responsible for maintaining high standards of presentation in self and the business environments. Being responsible for ensuring our customers have a safe, enjoyable, and seamless experience from the point of arrival to departure and beyond.

Always offer a highly motivated, proactive and consistent approach to delivering exceptional customer experiences, always striving to put the customer at the heart of everything we do and understand individual customer needs, taking ownership of tasks and situations to ensure customer excellence at every opportunity.

Key Accountabilities

The Customer Experience Manager is responsible for the delivery of a world class customer experience at London Marylebone through inspirational leadership of our people and inspiring our people to maintain high standards of presentation, security, and safety. Each manager will champion a key business performance area. The role core duties and behaviours are:

Safety

• Role model as a safety leader to ensure “everyone gets home safe every day”.
• To ensure that team members receive all compliance training as required under the Safety Management System and the Corporate Confidence Programme.
• Raise close calls and manage any raised for London Marylebone to deliver a safer environment.
• Ensure all security requirements are completed as detailed by the station security plan.
• To work with suppliers to increase the safety interfaces at the station including LUL, TFL and Network Rail.
• Manage the issue and usage of body worn cameras and CCTV in line with our company policy.
• To act as an evacuation warden as per the evacuation plan and ensure our fire management is in line with our fire precautions legislation.
• To investigate accidents and incidents occurring on the station in a timely fashion and to comply with safety processes for doing this.
• To manage the tenants on the station to ensure they deliver high level of service and presentation and are in line with their safety requirements.
• Ensure dispatch and buggy competencies are kept up to date and to arrange safety critical training as necessary.
• To act as a Fire Precautions Manager.
• To perform audits as required by safety, finance, and other statutory bodies.

People

• Role model our values and behaviours always.
• Inspire all team members to deliver a world class experience for every customer.
• Recognise the diversity of a workforce and maximise the benefits of a diverse team.
• Ensure a culture of fairness and transparency is delivered and felt by the team.
• Have a higher level of visibility for our people and customers.
• True team player, support and celebrate team members throughout the business.
• To ensure that all recruitment, selection and onboarding is completed in accordance with business policy to ensure that we get the best possible people into the role and are set up for success.
• To make sure that you have a live and detailed employee engagement action plan built with your team which results creates in a highly engaged team.
• To have high quality and regular conversations with your team through one to one’s and team meetings to ensure they have the information they need to do their jobs.
• To make sure that you have got the right people in the right jobs, doing the right things and in the right way to meet required business outcomes on time and in full in a safe manner and meeting budgetary requirements.
• To make sure that all performance management activities are completed on time and in full so that your team are clear on performance expectations.
• Supporting your team to have detailed development plans that are delivered and have objective feedback about both their behaviours and performance which sets them up for success in their current and future roles.
• In accordance with business policy ensure the timely resolution of all investigations, disciplinary and grievance processes.
• To ensure that absenteeism is managed in accordance with business policy.
• Have a knowledge of all station activities to support the team through their duties.
• Manage the competency of our people to ensure a confidence in all activities.
• Manage staff absence with care and in line with the business processes.
• To ensure all negotiation with Trade Unions is completed in accordance with Arriva framework, is well documented and works toward delivery of the company strategy.

Customer

• Lead with a passion for the delivery of world class customer experience.
• Oversee the resource allocation to ensure this replicates our customers’ needs.
• Take ownership of station presentation and ensure high standards at all times.
• Own customer feedback and ensure we continuously drive improvements based upon this.
• Deliver an empowerment culture where all team members proactively resolve customer issues at the first opportunity.
• Ensure customers with accessibility needs have a personalised experience to meet their individual needs.
• Oversee the station information and manage a step change during times of service perturbation.
• Proactively review and maintain station literature to meet the needs of our customers.
• Responsibility for ensuring all equipment on the station is operating effectively, including ticket machines, ticket barriers and both station and toilet gate lines.
• Oversee our train performance to meet our right time departures target.
• To deliver excellent customer service through continuous improvement of your team, systems, and processes.

Other

• Attend meetings as and when required.
• Maintain good cross functional relationships across the company.
• Deputise for the regional manager if required.
• Support and lead changes to enhance the overall station experience.

Key Role Metrics

• Employee engagement score (RR 85%; score TBC).
• Absence rate (to deliver overall rate below 3%).
• Health, Safety & Wellbeing targets.

Our benefits include a competitive salary and benefits package, a culture of respect, challenge and innovation – with excellent opportunities for growth and development. All active staff and their eligible partners/dependants are entitled to free standard class leisure travel on Chiltern Railways, Cross Country, Arriva Rail London, Grand Central. Active staff are also entitled to residential and duty standard class travel on all of the above services. Arriva Village - access to online benefits and discounts. Cycle to Work Scheme. Employee Assistance Plan. Physio Line - We offer complementary 24-hour physio for everyone. Eye Care - You’re entitled to free eye tests and if you need glasses for computer use we will pay up to £80.00 towards your lenses and frames. We offer 25 days annual leave as well as statutory holidays. Support - Peer Support, Samaritans, and Railway Chaplain.