At a Glance
- Tasks: Lead a team to deliver exceptional customer experiences and enhance travel journeys.
- Company: Join First Rail Stirling, a fresh and innovative rail operator transforming train travel.
- Benefits: Enjoy free travel, discounts, a pension scheme, and a supportive work environment.
- Other info: Diverse and inclusive workplace with opportunities for growth and flexible working options.
- Why this job: Be a key player in redefining rail travel while developing your leadership skills.
- Qualifications: Experience in customer service and team management; safety awareness is a must.
The predicted salary is between 30150 - 36850 £ per year.
Who are we?
First Rail Stirling is a brand-new enterprise and start-up rail operator that runs an exciting long-haul train service crossing the entire country.
The serviceruns from London to Stirling, reuniting Stirling with a direct service to the West Coast of England during the day.
We are transforming the way people think about train travel, empoweringour team from 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, and sustainable.
First Rail Stirling, operating under Lumo is part of First Group, one of the leading rail operators in the UK and one of the largest busoperators in the UK.
First Group operates services throughout the UK and Ireland, with over 30,000 employees providing services that make travel smoother and life easier.
First Group works hard to reduce its impact on the environment, introducing cleaner and more environmentally responsible methods of transport.
About the role
Our Customer Experience Team Manager role is for those passionate about customer experience excellence, people development and who have an engaging personality.
They have a strong sense of pride in delivering industry leading reimagined travel experience and are accountable for customer experience service delivery through our ambassadorial approach, championing the voice of the customer and customer experience across Lumo Stirling and all its customer touchpoints.
Our Customer Experience Team Managers lead and develop colleagues in the delivery of the Lumo Stirling customer proposition through a high-profile, visible management style.
They will work collaboratively with a can-do attitude, always seeking opportunities to optimise commercial performance and enhance customer experience, promoting the reputation of our business with our customers, stakeholders & partners at all times so that our customers can ‘Travel Well'.
Our Customer Experience Team Managerslead teams of Customer Experience Ambassadors, coaching & developing colleagues, undertaking on call duties and acting as role models for the Customer Experience Ambassador team.
When required, they will undertake duties of a Customer Experience Ambassador, acting as Brand Ambassadors, delivering a dedicated, high-profile engaged presence across all on-train customer touchpoints so that our customers can ‘Travel Well'.
As a Safety Critical colleague they will undertake emergency procedures when responding to an on-train emergency.
Our Customer Experience Team Managers work collaboratively with a can-do attitude, always seeking opportunities to delight the customer and enhance their customer experience, promoting the reputation of our business with our customers, stakeholders & partners.
About you
- You are an inspiring and hands-on leader with a passion for delivering exceptional customer experiences.
You thrive in fast-paced environments, leading by example and creating a positive, can-do culture within your team.
With strong people management and coaching skills, you empower others to achieve excellence, taking pride in developing performance, safety, and service standards that consistently exceed expectations.
- You have a keen eye for detail and a proactive approach to problem-solving, ensuring every customer interaction is handled with care, professionalism, and attention.
You\'re confident in investigating incidents, implementing improvements, and driving compliance with operational and retail standards.
- Innovation excites you — you\'re always looking for ways to enhance the customer journey through creative ideas, digital tools, and teamwork.
You embrace collaboration, champion company values, and take every opportunity to “delight” customers, particularly during times of disruption.
- With your strong leadership presence, safety awareness, and commitment to excellence, you ensure that every journey reflects the company\'s vision and values — helping every customer to Travel Well.
Your main responsibilities will be
- Lead, motivate, and develop the Customer Experience Ambassador team, fostering a proactive, customer-focused culture aligned with the company's Vision and Values.
- Act as a visible role model, championing excellence in customer experience, safety, and performance through coaching, mentoring, and competence management.
- Monitor and maintain performancestandards, taking action where required to ensure consistent delivery of outstanding service and compliance with safety and retail regulations.
- Investigate accidents, incidents, andsafety events promptly, implementing recommendations to manage risk and prevent recurrence.
- Drive innovation andcontinuous improvement by engaging in work improvement initiatives, digital solutions, and community partnerships to enhance the customer journey.
- Ensure adherence to catering, hygiene, and TSA retailstandards through regular audits and monitoring.
- Support effectivecustomer communication and engagement, particularly during disruption, ensuring Passenger Information During Disruption (PIDD) standards are met.
- Provide on-callcustomer experience support, attend safety and development meetings, and perform Customer Experience Ambassador duties when required.
- Actively promote the company's Vision, and Valuesacrossall customer and stakeholder interactions, ensuring every opportunity to delight customers and help them “Travel Well.”
As a minimum, youwill need to have
- Level two food hygiene certificate and the relevant training to carry out food preparation.
- A1 assessor qualification (or equivalent), or working towards, and/or a training qualification, or working torwards.
- Train Operations Liaison Officer (TOLO).
- IOSH qualified.
- Minimum of two years management of on train safety critical competence.
- Experience of leading a team in a Customer Experience environment.
- About the location
You will be based across London Euston and London Kings Cross with travel across the network. You must reside within a 60-minute commute of London Euston.
- Working pattern
- You will work on avergae 35 hours per week with on-call duties
- The Reward
- Defined Contribution Pension Scheme – We will pay in a minimum of 10% (5% employee contribution and 5% employer contribution) to a maximum total contribution of 20%.
- Incentive Scheme/Bonus
- Employee Assistance Programme
- Travel Offers – Free travel on Lumo services and travel offers for bus and rail tickets and Day Rover Rail tickets at a discounted price for friends and family
- Shopping & Lifestyle Discounts
- Discounted Gym Membership
- Employee Share Plans (Save as you Earn and Buy as you Earn)
- Life Assurance Cover 4 x your annual salary
- Access to a digital GP 24/7
- Tax Benefit Bike Scheme
- Health Cash Plan delivered to Health Assured
We all belong at "First Rail Stirling".
First Group's vision is to provide an inclusive environment for all colleagues, across its group of businesses, 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 a 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, for example, 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.
We reserve the right to close this vacancy early if we receive a high number of applications
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Customer Experience Team Manager in London employer: FirstGroup
FirstGroup is an excellent employer that fosters a collaborative and innovative work culture, where your contributions directly influence the success of our projects. With a strong focus on employee growth, we offer continuous learning opportunities and the chance to work with cutting-edge technologies in a dynamic environment. Located in a vibrant area, our team enjoys a supportive atmosphere that values work-life balance and encourages professional development.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Team Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at FirstGroup. 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 FirstGroup 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 Team Manager 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 FirstGroup:Your cover letter is your chance to shine! Tell us why you want to work at FirstGroup 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 FirstGroup!
How to prepare for a job interview at FirstGroup
✨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.
