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For Companies At a Glance
- Tasks: Lead LNER's customer communication strategy and ensure top-notch messaging.
- Company: Join LNER, a progressive train service transforming travel with innovative Azuma trains.
- Benefits: Flexible work options in London or York, with opportunities for growth and creativity.
- Why this job: Be part of a passionate team that values boldness and care for customers.
- Qualifications: Proven leadership in communications, degree or equivalent experience required.
- Other info: Work outside normal hours as the railway operates 24/7.
The predicted salary is between 43200 - 72000 £ per year.
Why LNER?
Our vision is to be the most loved, progressive and responsible way to travel for generations to come, and we’re looking for the people who can deliver this, every day.
Since we took over the East Coast route, we’ve been changing the face of travel. Our new fleet of Azuma trains are delivering faster journey times, more space, comfort and greater reliability. Our exciting plans to embrace new ideas, experiences, backgrounds and ambitions make this the ideal time to join.
Bringing passion. Being bold. Always caring. Owning it. They’re the values that make us LNER.
Are you on board?
What you’ll be doing:
We have an exciting opportunity to join LNER in a brand-new role as our Head of Customer Communication.
The successful candidate will be expected to take a strategic overview of how LNER communicates with customers about their journey, developing and implementing a strategy to make sure our customer information and interaction is industry leading.
As our Head of Customer Communication you will be the single voice and guiding mind responsible for LNER’s messaging of travel information – creating and implementing innovative ways that we can better communicate with customers, especially during times of disruption.
You’ll take the lead on tone of voice of those communications and make sure customers who travel with us understand that LNER cares about every customer and wants them to have an enjoyable, stress free journey.
You will unify messaging during planned and unexpected disruption to ensure that the delivery of information to customers is consistent, regardless of the day of the week or time of day.
It’s vital that you can build relationships with key stakeholders from across LNER as well as externally. There are colleagues involved in customer information based in a variety of different areas of the business from Operations to Customer Experience and Commercial to Communications.
There is potential for this role to be based out of London or York, flexibility will be required and the ability to work outside of normal office hours as the railway operates 24/7.
What you’llneed:
We are looking for an individual with proven leadership experience within a communications role. You’ll also have;
- A degree level (or equivalent qualification) in a relevant subject area or equivalent experience in a similar role.
- Experience in managing consumer communications projects.
- Ability to operate within a complex environment and be able to assimilate info quickly and easily.
- Collaborative, team player.
- Proactive and able to work on own initiative.
- Excellent stakeholder management skills with the ability to develop and maintain effective working relationships with high-level stakeholders.
- Outstanding interpersonal and relationship management skills including being able to influence, negotiate and deal with conflict.
- Confident multi-channel communicator with outstanding verbal and written communication skills.
- Excellent prioritisation and personal time management skills and a demonstrable track record in handling multiple priorities to tight deadlines.
- Proven decision making and problem-solving skills, confidence in making strategic and operational decisions and the ability to find creative and innovative solutions
- Project management experience.
If this sound like you, what are you waiting for?
Apply now!
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Head of Customer Communication employer: London North Eastern Railway
Contact Detail:
London North Eastern Railway Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Communication
✨Tip Number 1
Familiarize yourself with LNER's values and mission. Understanding what makes LNER unique will help you align your communication strategies with their vision of being the most loved and responsible way to travel.
✨Tip Number 2
Showcase your experience in managing consumer communications projects by preparing examples of how you've successfully navigated complex environments and delivered clear messaging during disruptions.
✨Tip Number 3
Highlight your stakeholder management skills by discussing specific instances where you've built effective relationships with high-level stakeholders, especially in a fast-paced or operationally challenging context.
✨Tip Number 4
Demonstrate your project management experience by outlining how you've handled multiple priorities and tight deadlines in previous roles, emphasizing your ability to make strategic decisions under pressure.
We think you need these skills to ace Head of Customer Communication
Some tips for your application 🫡
Understand the Company Values: Before you start writing your application, familiarize yourself with LNER's values: passion, boldness, care, and ownership. Make sure to reflect these values in your application to show that you align with their vision.
Tailor Your CV: Highlight your leadership experience in communications roles and any relevant projects you've managed. Be specific about your achievements and how they relate to customer communication, especially during disruptions.
Craft a Compelling Cover Letter: In your cover letter, emphasize your strategic thinking and ability to unify messaging across different channels. Share examples of how you've successfully managed stakeholder relationships and improved customer communication in previous roles.
Showcase Your Communication Skills: Since the role requires outstanding verbal and written communication skills, ensure your application is clear, concise, and free of errors. Use a professional tone while also conveying your personality and enthusiasm for the position.
How to prepare for a job interview at London North Eastern Railway
✨Understand LNER's Values
Before your interview, familiarize yourself with LNER's core values: passion, boldness, care, and ownership. Be prepared to discuss how these values resonate with you and how you can embody them in the role of Head of Customer Communication.
✨Showcase Your Leadership Experience
Highlight your proven leadership experience in communications roles. Prepare specific examples of how you've successfully managed consumer communication projects and led teams to achieve strategic goals.
✨Demonstrate Stakeholder Management Skills
Be ready to discuss your experience in building relationships with high-level stakeholders. Share examples of how you've influenced and negotiated effectively in previous roles, especially in complex environments.
✨Prepare for Problem-Solving Scenarios
Expect questions that assess your decision-making and problem-solving skills. Think of creative solutions you've implemented in past roles, particularly during times of disruption, and be prepared to explain your thought process.
