Station Customer Experience Manager - 12 Month Fixed term contract in Leeds

About Network Rail

Join Network Rail - Where People and Connections Matter. At Network Rail, we're dedicated to keeping passengers and freight moving safely and efficiently across the country. When you join us, you're not just part of a team - you're part of something that matters to millions. We believe that our people are at the heart of what we do, and every role plays a vital part in building a better, more connected railway.

We're committed to creating a diverse, inclusive workplace that reflects the communities we serve. We value flexibility and understand the importance of a healthy work-life balance. As a Disability Confident Leader, we'll do everything we can to accommodate any needs throughout the recruitment process.

If you're ready to make a real difference, we'd love to hear from you!

Brief Description

The role will demand senior critical station operations leadership. The candidate will inspire and lead their team and will be accountable for upholding safety, compliance and ensuring that the station delivers and meets the high-performing requirements set by the business, wider industry, and DfT. The senior operational leader will provide clear strategic direction and oversight, station safety processes, security arrangements, operational standards, and incident response capabilities.

The environment can be fast-paced and so there will be an expectation to get involved and assist outside of regular working hours. In the context of GBR reform and the move toward integrated station operations, the role will be directly involved in cross-industry planning and will be involved in influencing and shaping the future of the station. As a dedicated leader, the candidate will set and drive an operational vision, ensure robust learning and standards frameworks are embedded, instil best practice and safeguard continuity. Due to the anticipated period of change in the stations landscape there will be a requirement for the candidate to have relevant expertise in this area of the business.

Key Accountabilities

• Lead and develop a clear vision & strategy for delivering an excellent Customer Experience in the Route based managed station, ensuring ongoing learning, understanding and benchmarking of best practice with the aim of continuously raising standards and expertise.
• Propose, organise and deliver a future programme of customer service training for the Managed Station and all staff working in the Managed Station ensuring agreed KPIs are delivered.
• Lead and develop a clear dashboard of customer satisfaction measures with regular ongoing monitoring and refinement to deliver excellent customer service and experience with agreed annual targets.
• Champion customer service excellence within NR and at the Managed Station becoming recognised as the centre for excellence on this topic.
• Work with train operators, stakeholders and other colleagues to prepare master plans for the managed station that deliver the best operational and customer environments that will contribute to the improvement in customer experience and satisfaction referring to best practice from other transport providers and across all market segments.
• Lead the development of the stakeholder engagement strategy for the team working in conjunction with station colleagues, TOCs and passenger groups and local communities to secure best practice whilst facilitating station specific approaches.
• Manage key stakeholder relationships and related processes including funders and the regulator when required but always ensuring that every discussion considers the impact on station customers.
• Represent NR interests in all customer service issues ensuring linkage to all relevant stakeholders to raise standards.
• Work closely with NR colleagues and the Head of Operations Delivery to promote and create great station environments through comprehensive stakeholder engagement, master planning, design and endorsement prior to successful delivery.

Job Skills, Experience and Qualifications

Essential

• Qualified to degree level or equivalent.
• Professional qualification relating to Customer Service.
• Comprehensive knowledge of delivering excellent customer service across different sectors.
• Astute, inspirational, persuasive and customer focussed.
• Evidence of researching, promoting and delivering a customer service strategy which is world class.
• Awareness of latest customer service best practice with excellent cross sector customer service contacts.
• Excellent interpersonal skills and effective team leader with proven presentation skills.
• Proven ability to influence at all levels of the organisation.
• Team player.

Desirable

• Knowledge of relevant contacts and up to date best practice.
• Proven ability to drive forward the delivery of complex national programmes.
• Substantial experience of delivering customer service success.
• Record of winning customer service awards.

How to apply

Salary: Band 2B 71,163 - 84,437. Closing date: 27th January 2026 – Late applications will not be accepted. Please note the role may close early if we receive a high number of applicants, applying early is advised.

This is a fixed term opportunity ending 12 months from the agreed start date.

You can visit Evenbreaks Career Hive for advice on accessibility support if you're unsure of the options available. Should you require any reasonable adjustments/modifications, please add a note to your application.

Network Rail Benefits

To find out about what benefits we offer, click here. All offers of employment are conditional upon satisfactory completion of pre-employment checks.