Customer Experience Team Manager in Liverpool

An excellent opportunity has arisen to join the Merseyrail Team as a Customer Experience Team Manager. We are looking for a talented, motivated individual to step into this key leadership role and contribute to the continued success of one of the UK's leading Train Operating Companies. As a Customer Experience Team Manager, you will lead from the front, overseeing a large team of Train Managers. Your primary focus will be fostering a positive, collaborative work environment, driving professional development, and enhancing the onboard customer experience for Merseyrail passengers. This role demands a strong, confident people leader who can effectively manage and inspire their team while handling the challenges for a fast-paced, ever-evolving, and unionised environment.

Location: Based at Kirkdale TCD, you will work closely with colleagues across all levels of the organisation.

Your Day-To-Day:

• Lead and manage Train Managers to ensure operational excellence and high customer service standards.
• Drive initiatives that improve both the customer experience and employee morale.
• Promote open, effective communication across teams and with Trade Union Representatives.
• Handle all aspects of people management, including absence, discipline, grievances and staff briefings.
• Act as a key contact for resolving local matters in collaboration with the Depot Manager.

What You'll Bring To This Role:

• Excellent leadership, interpersonal, and people management skills.
• Strong problem-solving abilities and the resilience to deliver in high-pressure situations.
• Experience in the rail industry or transferable skills from a similar environment.
• Understanding of HR policies, Health & Safety legislation, and the Rule Book.
• The ability to manage on-call responsibilities.

The Benefits Of Being Onboard:

• Final salary pension scheme.
• Free staff travel on our network – unlimited free travel on Transport UK train operators and Northern.
• Discounted national rail travel – 75% discount on other train services across the UK, expanding to Europe after one year of service.
• Family rail travel – your partner and dependents can also benefit from rail travel passes.
• Health Shield membership – access discounted health and holistic care services.
• Access to GP Anytime – speak face-to-face with a qualified GP, whenever you need to.
• Hapi benefits portal – enjoy savings on shopping, lifestyle and holidays.
• Wedding celebrations – take an extra day off if you get married on a working day.
• Employee achievement and long service awards.
• Involvement in major city events – play a key role in keeping our city moving during major events, working together as one team.

Diversity Drives Us: As an equal opportunities employer, Merseyrail particularly welcomes applications from Black, Asian, Minority, Ethnic (BAME) backgrounds as they are currently underrepresented. All appointments will be made on merit of skill and experience relative to the role.

Using AI? Be Authentically You: We understand some applicants may use AI tools to help refine their applications, and that's fine. However, we're most interested in your experience, in your words. Answers that feel overly generic or lack personal insight may be discounted, so please make sure your responses reflect you.