At a Glance
- Tasks: Support customer experience performance and drive high service standards across the rail industry.
- Company: Join DFTO, the government’s public sector rail owning group with over 30,000 employees.
- Benefits: Enjoy 25 days annual leave, a generous pension scheme, and opportunities for professional growth.
- Other info: Flexible working options available; join a diverse team committed to improving customer experiences.
- Why this job: Make a real impact on passenger satisfaction and help shape the future of British railways.
- Qualifications: Strong analytical skills and excellent communication abilities are essential.
About DFT Operator
DFTO is the government’s public sector rail owning group. Its purpose is to bring all currently privately-owned train operators into public ownership in advance of the creation of Great British Railways in 2027 - and deliver improvements in the here and now by unifying and integrating train operations under common public ownership. DFTO has over 30,000 employees, runs over 11,000 services a day and delivers over 930 million customer journeys across its networks every year.
Major improvements are being delivered by DFTO train operators (TOCs) that are already under public ownership - these are LNER, Northern, TransPennine Express (TPE), Southeastern, South Western Railway (SWR), c2c, Greater Anglia, WM Trains and GTR. We work closely with the DfT but operate independently with our own governance and leadership teams. Our priority is ensuring efficient, dependable rail services for everyone.
Primary Purpose of Job: Support the successful delivery of customer experience performance, helping to drive high standards of service, accountability, and passenger satisfaction across Train Operating Companies. Contribute to the effective oversight and continuous improvement of customer experience across the rail industry by providing high-quality analysis, insight, and stakeholder engagement. Play a key part in translating customer experience strategy into measurable outcomes, supporting evidence-based decision-making, performance management and contract oversight.
The postholder will work closely with DFTO colleagues, Train Operating Companies, DfT, Network Rail, and wider sector partners to shape insight, challenge performance, and drive continuous improvement. Through this, the role helps embed a culture of accountability and evidence-based decision-making, so that customer experience priorities are reflected in both operational delivery and strategic planning.
Key Responsibilities:
- Support the delivery of customer experience regimes by working within the Customer Experience Regimes Team to embed consistent and effective implementation across Train Operating Companies (TOCs), helping to drive high standards of passenger service.
- Lead the monitoring, analysis and reporting of customer experience performance across allocated contracts, using a suite of key metrics and regime measures.
- Take ownership of end-to-end data analysis to produce accurate, high-quality, and tailored insights for DFTO leadership, policy teams, and Train Operating Company stakeholders.
- Provide expert, data-led advice and guidance on management of customer experience performance to internal and external stakeholders.
- Support effective commercial and operational decision-making, contract management, and performance improvement activity.
- Contribute to target setting and calibration activities undertaking targeted deep dives to support the development and calibration of robust, evidence-based service quality and customer satisfaction targets.
- Evaluate the effectiveness of customer experience performance measures and methodologies.
- Support ongoing policy development and wider improvement initiatives.
- Develop and enhance analysis and reporting capability across a broad range of customer experience metrics.
- Undertake targeted assessments to validate data quality and integrity.
- Build strong, collaborative relationships across organisations.
Knowledge, Skills, Experience & Technical Qualifications:
- Strong analytical capability with the ability to interpret and draw insights from complex data sets.
- Excellent communication skills, both written and verbal.
- Ability to build and maintain effective working relationships across teams and organisations.
- Experience working in a fast-paced, high-pressure environment.
- Strong organisational skills, with the ability to manage competing priorities.
- High level of proficiency in using data analysis and Microsoft Office tools.
- Demonstrated commitment to customer-focused outcomes.
Interview Information and process:
Please allow up to 1 hour and 30 minutes for the interview. The interview will consist of two parts: a data analysis exercise and a competency-based interview.
Vacancy Details:
- Duration: Perm
- Location: London Waterloo, Leeds, Birmingham/ Hybrid
- Salary: Range £38,000 to £42,000
- Closing date: 24th August 2027
DFTO Benefits:
- Annual Leave: Starting at 25 days and rising to a maximum of 30 days.
- DC Pension Scheme: 10% Employer contribution, 5% Employee contribution.
- Opportunities to learn and network across the wider industry.
We encourage our colleagues to work flexibly. If you want to consider working flexibly, just let us know.
If you have any questions or reasonable adjustments, please contact Name.Dean.palmer@dftoperator.co.uk.
Delivery Advisor, Customer Experience Regimes in London employer: DfT Operator
The DfT Operator is an excellent employer, offering a dynamic work environment that fosters innovation and collaboration in the rail sector. With a strong focus on employee growth, generous annual leave, and a robust pension scheme, team members are supported in achieving both personal and professional goals while contributing to the significant transition to Great British Railways. The hybrid working model allows for flexibility, making it an attractive opportunity for those seeking meaningful and rewarding employment in London.
StudySmarter Expert Advice🤫
We think this is how you could land Delivery Advisor, Customer Experience Regimes in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at DfT Operator. 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 DfT Operator 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 Delivery Advisor, Customer Experience Regimes in London
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 DfT Operator:Your cover letter is your chance to shine! Tell us why you want to work at DfT Operator 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 DfT Operator!
How to prepare for a job interview at DfT Operator
✨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.
