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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 in a dynamic, 24/7 environment.
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. Be ready to discuss specific examples where you've successfully led communication strategies, especially during times of disruption.
✨Tip Number 3
Highlight your stakeholder management skills. Prepare to share how you've built and maintained relationships with high-level stakeholders in previous roles, as this will be crucial for the Head of Customer Communication position.
✨Tip Number 4
Demonstrate your problem-solving abilities. Think of instances where you've had to make strategic decisions under pressure and be ready to discuss how you approached those challenges creatively.
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, take some time to understand 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. Discuss your experience in stakeholder management and how you can build effective relationships within LNER.
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 examples from your past experiences to demonstrate your multi-channel communication abilities.
How to prepare for a job interview at London North Eastern Railway
✨Understand LNER's Values
Before the interview, familiarize yourself with LNER's core values: passion, boldness, care, and ownership. Be prepared to discuss how your personal values align with these and provide examples of how you've embodied them in your previous roles.
✨Showcase Your Communication Skills
As the Head of Customer Communication, your ability to communicate effectively is crucial. Prepare to demonstrate your verbal and written communication skills through clear and concise answers, and consider bringing examples of past communications projects you've managed.
✨Highlight Stakeholder Management Experience
This role requires excellent stakeholder management skills. Be ready to share specific instances where you've successfully built relationships with high-level stakeholders, navigated conflicts, or influenced decisions within a complex environment.
✨Demonstrate Problem-Solving Abilities
Prepare to discuss your decision-making process and problem-solving skills. Think of examples where you've faced challenges in consumer communications and how you creatively resolved them, especially during times of disruption.
