Customer Experience Leader in Inverness

Start date for this role is the 11th May 2026. Psychometrics testing is booked for the 5th March 2026. Interviews are provisionally booked for the 26th March 2026. Advertised salary is full time 35 hours and is inclusive of an attendance allowance worth up to £5,239.

Why LNER? We go beyond. For everyone. Our vision is to be the most loved, progressive and responsible way to travel for generations to come. Now we're looking for the people who can deliver this, every day. Since we took over on the East Coast mainline, we've been changing the face of rail travel. Our new Azuma train has brought faster journey times, more space 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?

So, what exactly does a Customer Experience Leader do? Our Customer Experience Leaders (CEL) are responsible for leading the on board team and the delivery of the on board customer experience standards, in line with the LNER values. You and your team will be on hand to provide an exceptional and personalised customer experience. From creating a warm welcome and assisting with luggage to serving tea and coffee, our CELs are responsible for maintaining the comfort and safety of all our customers on board. Working alongside the Train Manager, you'll help to maintain a safe environment, ensuring that bikes, bags and other belongings are stored correctly, and supporting with ticket checks when required.

In addition to these responsibilities, alongside the Train Manager, our CELs support with the leadership and performance of their onboard colleagues. This means ensuring that your team are clear on their roles and responsibilities, developing their potential and motivating them to provide customers with memorable experiences. At the same time, you'll ensure our cafe bar and the Let's Eat at Your Seat service for our standard class customers is running, with all stock levels maintained and all compliance processes followed. Think you can manage all of this whilst travelling at 125mph? Then this is the job for you!

Do you have what it takes? To make it as one of our Customer Experience Leaders you'll need to:

• Be a customer experience professional – you'll be highly motivated, organised and have a genuine passion for working with customers, ensuring that they receive the best possible service whilst on board our services.
• Be happy to support the Train Manager in leading the on board team to deliver exceptional customer experience therefore we're looking for someone who has leadership and coaching experience.
• Have existing knowledge of ticketing and routes so you can help our customers with any questions they may have.
• Have an understanding of revenue and cost targets in order to help drive our commercial performance on board and be able to comply with policies and procedures.
• Be qualified in CIEH Level 2 Food Hygiene or equivalent.
• Due to the sale of alcohol, you will need to be aged 18 or over to apply.
• Be flexible - our Customer Experience Leaders are on hand to assist our customers and colleagues early in the morning, late on an evening and over weekends so you'll need to be able to fully commit to working shifts.

What you'll get:

• Free travel on LNER + 75% off other companies' tickets (for you & dependents)
• Discounted international train tickets (after one year's service)
• 50% discount on LNER tickets for friends & family
• Generous pension scheme
• Annual cycle to work schemes
• Discount, savings and cashback scheme from top retailers
• Health & wellbeing schemes and discounts
• Host of training opportunities to help further your career
• Rewards & awards to recognise when you shine

Disclosure and Barring Service (DBS) Check: If you are successful in your application and are new to the business, we will undertake a basic DBS check as part of our pre-employment checks. This only happens once we have conditionally offered you the job. Here we check for any unspent convictions and conditions under the Rehabilitation of Offenders Act (ROA) 1974. If there is evidence of an unspent conviction or conditional caution, the details of these are reviewed internally by a cross-functional panel on a case-by-case basis before a final offer of employment is issued. This however may result in any offer being withdrawn.

Medical screening: We're a safety conscious business so for all roles you'll need to pass a medical screening and a drugs and alcohol test before we send you an unconditional job offer. For our safety critical roles, you'll also need to have a safety critical medical. Our friendly, in-house Health and Wellbeing team will book a time and place to suit you. The sooner, the better, so please be flexible with your availability. Once your medical gets the thumbs up, we'll finalise any last details and look forward to you joining our team.

What we believe: To be the most loved, progressive and responsible train operating company, we must make a meaningful difference – always doing what's right for our customers, our people, the communities and destinations we serve, the future of the industry we lead and the environment we cherish. We know that our people are the beating heart of everything we do. We are committed to creating an inclusive, engaged culture that supports everyone at every stage of their journey – and ensures that when you're at LNER, you can always be you. No wonder most people never want to leave!

Diversity and inclusion: We are passionate about creating a diverse and inclusive workforce, representative of the communities we serve, and are creating ways to inspire diverse talent to join LNER.

Developing our people: We are focused on creating a learning culture, to support our people to be the best they can be at work by providing them with the tools and resources to navigate their development and career journey.

Health & wellbeing: To create a culture where our people can perform at their best, the physical health and mental wellbeing of our people is of paramount importance to us.

What next? As we say, we have fantastic opportunities for ambitious people from all sorts of different backgrounds, so now is the time to join the team at LNER – without delay!