• Lead the development and embedding of operational standards for service delivery, station management and frontline conduct
• Act as Professional Head of Operational Standards
• Support continuous improvement in operational safety and customer experience
• Collaborate with Operations, Control, Fleet, Safety, HR and Learning & Development
• Use audits, performance measures, service quality reviews and customer feedback to identify improvement opportunities
• Apply whole-system safety thinking to operational performance and risk
• Champion pragmatic, innovative and simpler ways of working
• Prepare dashboards, reports and trend reviews that turn data into actionable insight
• Lead through people by setting direction, creating shared ownership and supporting colleagues
• Represent CrossCountry in forums focused on operational excellence, service quality, customer experience and passenger rights
Requirements
- Relevant railway operations experience
- Credibility, practical judgement and ability to build trust with operational colleagues
- Strong communication and stakeholder engagement skills across frontline, technical, management, trade union, accessibility and senior stakeholder groups
- Ability to turn complex requirements into clear, usable standards and guidance
- Analytical, objective mindset using data, feedback and evidence
- Whole-system safety thinking and awareness of wider operational risk
- Collaborative, inclusive and people-focused leadership style
- Willingness to bring fresh perspective and champion innovative, practical ways of working
- Experience in customer service, safety, service quality, performance improvement or standards management within a railway or closely related operational environment
Core Competencies
Demonstrates expertise in railway operations, focusing on operational standards, safety, and customer experience. Capable of leading teams through effective communication, collaboration, and innovative problem-solving.
Highest-signal resume keywords
- Railway Operations Experience
- Operational Standards Development
- Whole-System Safety Thinking
- Stakeholder Engagement Skills
- Performance Improvement
Hard Skills
- Operational Standards
- Service Quality Reviews
- Data Analysis
- Performance Measures
- Dashboards Preparation
Soft Skills
- Strong Communication
- Collaborative Leadership
- Practical Judgement
- Trust Building
- Innovative Thinking
Industry Keywords
- Operational Safety
- Customer Experience
- Frontline Conduct
- Service Delivery
- Standards Management
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Operational & Customer Standards Manager in Birmingham employer: Jobtailor
As a Client Services Coordinator at our dynamic company, you will thrive in a supportive work culture that prioritises employee growth and development. We offer comprehensive training, opportunities for advancement, and a collaborative environment where your contributions are valued. Located in a vibrant area, our team enjoys a healthy work-life balance and the chance to engage with diverse clients, making every day rewarding and meaningful.
