At a Glance
- Tasks: Lead customer experience initiatives for the transformative Transpennine Route Upgrade programme.
- Company: Join Northern, the heartbeat of the North, connecting communities and enhancing rail travel.
- Benefits: Enjoy free travel, generous pension, family benefits, and tailored career development.
- Other info: Be part of a diverse team committed to sustainability and community connection.
- Why this job: Make a real impact on customer experiences while shaping the future of rail travel.
- Qualifications: Experience in railway customer service and strong leadership skills required.
The predicted salary is between 37800 - 46200 £ per year.
BUSINESS FUNCTION: Strategic Development
ROLE TYPE: Fixed Term Contract - 12 months
LOCATION: Manchester, Leeds or York
HOURS: 37
This role is open to colleagues currently working at Northern and/or the Transpennine Route Upgrade only; other applications will not be considered for this role.
Is Process Improvement 'Your Thing'?
The TRU Customer Lead will ensure that the needs of Northern's customers are central to every decision made in the development, planning, preparation and delivery of the Transpennine Route Upgrade (TRU) programme - a transformative, multi-billion pound railway programme that will better connect passengers in the North between Manchester, Huddersfield, Leeds and York. Connecting millions of people and communities across the North is our mission. With 2,500 trains a day, we connect people to jobs, friends, family, and the wonders of the North. We're improving rail travel, enhancing the experience on board and at stations. Customers are at the heart of our business as we improve performance and create a better way to go. We're driving economic value and sustainable growth for the North and its people. Our commitment to the environment means reducing our impact and enhancing the world around us.
About the role:
This role is Northern's Customer Experience Champion in cross-industry groups concentrating on enhancing customer experience, developing highly focused customer handling plans and leading Northern's customer experience input on this multi-organisation programme, while protecting the reputation of Northern, the programme and the wider railway while customers are disrupted during delivery. Managing a team across the programme, this role is committed to putting the customer at the heart of the Transpennine Route Upgrade. This role is highly visible across the programme and there is an expectation to travel across the route including Manchester, Leeds and York, including occasional work outside of traditional office hours to support frontline colleagues in the delivery of customer handling plans.
This is a varied and challenging role, but here is a taste of what your day-to-day activities could include:
- Develop and propose innovative strategies to enhance overall customer experience aligned with the Transpennine Route Upgrade commitment to transform travel for people across the north.
- Drive the development of cross-industry strategies related to customers, identifying and delivering effective Customer Handling Plans.
- Provide operational input into TRU works delivery planning, ensuring customer-focused arrangements for amended services.
- Share Northern's best practices with other operators and integrate external best practices into daily operations.
- Develop and maintain processes for understanding and mitigating project and operational risks.
About you:
You will need to have broad experience of delivering for the customer in the railway industry. As a leader on the programme, you will need to be able to demonstrate strong leadership and communication skills. You will be comfortable working on large, fast-paced programmes, working with colleagues across a variety of organisations. We're also looking for the following:
- A detailed understanding of railway group standards and their application to stations and timetable planning.
- A working knowledge of Network Change, Station Change and other Regulatory processes.
- A working knowledge of CSM and Interoperability legislation, standards and their application in railway programmes.
- Good knowledge of engineering planning processes and timescales.
- Educated to degree level or similar qualification.
What's in it for you?
At Northern, we don't just value our people - we go the extra mile to support them. Here's a taste of what you can look forward to:
- Free Travel: Unlimited free travel for you, your partner, and your dependents on Northern services. Plus up to 75% discount on other networks in the UK and Europe.
- Generous Pension Scheme: We top up your contributions by 1.5 times.
- Enhanced Family Benefits: We offer 9 months of full pay for maternity leave and 2 weeks for paternity leave.
- Cycle to Work Scheme: Save up to 42% on a bike and spread the cost.
- Electric Car Scheme: Lease a brand new electric or plug-in hybrid car.
- Exclusive Discounts: From shopping to wellbeing, Northern Perks has you covered.
- Employee Assistance Programme: 24/7 support for family, lifestyle, and more.
- Training and Career Development: We offer tailored training to our colleagues and opportunities to gain recognised qualifications. Plus enhanced career pathways no matter what part of the business you're in.
- Recognition: We know how important it is to show how much we appreciate our people. That's why we have our Northern Lights and Northern Sparks Awards, recognising and celebrating brilliance every day.
Why Northern?
We're more than just a train operator. We're the heartbeat of the North - connecting communities, creating opportunities, and driving sustainable growth. With 2,650 trains running daily, we're on a mission to improve rail travel and enhance the customer experience while protecting the environment. Back in 1825, the first passenger train set off in the North of England, beginning a journey that would transform travel across the world. We've recently celebrated 200 years of the modern railway and, as we reflect on that legacy, our focus is now on the future as Great British Rail takes shape. Join us at this pivotal moment in rail history and play your part in our journey.
A place for everyone
The best journeys happen when everyone feels welcome on board. At Northern, we don't just move people from A to B - we're building a team where everyone feels they belong. Our talent team can make reasonable adjustments to the process if that's something you need. We're also a Level 2 Disability Confident employer, so if you meet the minimum criteria for the role, we'll always offer an interview. We automate parts of our screening process to remove any unconscious bias and to make sure every application is treated fairly. All successful offers will be subject to a DBS check and a medical assessment. No matter your background, experience, or whether you call it a bap, barm, or cob... there's a place for you here in the railway.
TRU Customer Lead (FTC) in Manchester employer: Northern
Northern is an excellent employer, offering a unique opportunity for Night Train Cleaners in Manchester to enjoy unlimited free travel and a supportive work culture that prioritises employee growth. With tailored training programmes and a generous pension scheme, we foster an environment where every team member can thrive and develop their skills while contributing to the cleanliness and readiness of our trains.
StudySmarter Expert Advice🤫
We think this is how you could land TRU Customer Lead (FTC) in Manchester
✨Get Your Hands Dirty
In transportation and logistics, hands-on experience is golden. If you're looking for a temporary position, don't just sit back; consider volunteering at local logistics companies or joining community transport initiatives. It’s a great way to gain industry insight and showcase your commitment!
✨Tap into Seasonal Hiring
Temporary roles in logistics often peak during busy seasons, like holidays or sales events. Keep an eye out for those hiring windows and brush up on your local networks. Joining industry groups on social media or attending local job fairs can be your golden ticket to snagging a role!
✨Show You’re Flexibly Awesome
Temporary roles often require quick adaptability, so make sure you highlight your flexibility and problem-solving skills in every discussion. When chatting with recruiters or at interviews, be ready to give examples of how you’ve quickly adjusted in past roles—this will help you stand out among other candidates.
✨Hit Us Up Directly!
Don't forget to apply through our website directly to see the freshest temporary opportunities available at Northern! It’s always a good idea to follow up after submitting your application, just to show you’re keen on joining the team.
We think you need these skills to ace TRU Customer Lead (FTC) in Manchester
Some tips for your application 🫡
Highlight Relevant Experience:When applying for a temporary role in transportation and logistics, it’s crucial to emphasise any previous experience in this field. Whether you've worked as a warehouse operative or in a delivery role, make sure you showcase those skills and experiences that will help you hit the ground running right away!
Focus on Flexibility and Availability:Since this is a temporary position, your availability and flexibility are key. In your cover letter, be clear about when you can start and any scheduling flexibility you might have. Employers love candidates who can jump in without a hitch, so show off that readiness!
Include Relevant Certifications:If you have any certificates related to logistics, like forklift licenses or health and safety training, don’t leave them out! These certifications can give you an edge, showing that you’re not just capable but also qualified for the job. Mention these in your CV to catch the hiring manager’s eye!
Tailor Your CV to Logistics Jargon:When crafting your CV, use industry-specific terms and jargon that reflect your understanding of transportation and logistics. Whether it’s ‘supply chain management’ or ‘route optimisation’, sprinkle these phrases throughout your CV and cover letter. This shows that you’re not just applying at random, but that you know the industry well!
How to prepare for a job interview at Northern
✨Show Off Your Problem-Solving Skills
In the transportation and logistics field, demonstrating your knack for problem-solving can really set you apart. Be ready to talk about specific challenges you’ve faced in past roles or during your studies, especially those involving route planning or supply chain issues, and how you tackled them.
✨Get Familiar with Key Tools
This role will likely involve using industry-specific tools like SAP or Microsoft Excel for logistics management. Brush up on these tools before your interview and be ready to discuss how you've used them in the past – or how you'd approach using them if you're not familiar yet!
✨Highlight Your Adaptability
Since this position is temporary, companies are keen on finding someone who can hit the ground running. Share examples from previous roles or projects where you quickly adapted to new processes or worked under tight deadlines to show that you can thrive in a dynamic environment.
✨Understand Key Regulations
In the transportation and logistics sector, regulations play a huge role. Familiarising yourself with relevant laws and compliance standards can give you an edge. If you can drop in some specifics about how these impact logistics operations, it’ll show you're serious about the industry and that you can handle the responsibilities of the role with confidence.
