At a Glance
- Tasks: Lead and develop a team to deliver exceptional customer experiences across multiple locations.
- Company: Join a leading organisation in the rail industry with a focus on customer satisfaction.
- Benefits: Competitive salary, dynamic work environment, and opportunities for professional growth.
- Other info: Exciting opportunity for career advancement in a fast-paced operational setting.
- Why this job: Make a real impact by enhancing customer journeys and leading a passionate team.
- Qualifications: Proven management experience and strong communication skills are essential.
The predicted salary is between 45000 - 55000 £ per year.
Are you an experienced people manager with a strong operational background and the confidence to lead across multiple locations?
We are supporting a leading organisation within the rail industry to appoint a Customer Experience Team Manager.
This is a high-profile role based at London Euston, with responsibility across three locations, where you will lead and develop a customer-facing team while working closely with operational teams and key stakeholders to deliver an exceptional customer experience.
The Role
- Lead, manage, coach and develop a team of Customer Experience Ambassadors.
- Provide strong operational leadership across three locations.
- Build and maintain excellent relationships with internal and external stakeholders.
- Champion customer experience, safety and performance standards.
- Manage colleague performance, competence and development.
- Support teams through planned and unplanned service disruption.
- Identify opportunities to improve processes and enhance the customer journey.
- Work closely with operational teams and key partners to deliver an exceptional customer experience.
- Undertake on-call and safety-critical responsibilities as required.
About You
You will be an experienced people manager with a strong operational background and excellent stakeholder management skills.
You will have
- Proven previous management experience, ideally within a customer-facing environment.
- Excellent stakeholder management and communication skills.
- Experience working in a fast-paced operational environment.
- The ability to lead across multiple locations and manage competing priorities.
- A genuine passion for customer experience and delivering high standards.
- Experience within rail, transport or another safety-critical environment would be highly advantageous bot not essential.
This is an excellent opportunity to take on a high-profile operational leadership role within the rail industry, leading a team and playing a key role in delivering an outstanding customer experience.
Location: London Euston base, with travel across three locations
Working pattern: Shift-based, including on-call/out-of-hours responsibilities
Salary: Competitive
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Customer Experience Team Manager employer: NRG Resourcing Ltd
Join a leading organisation in the rail industry as a Customer Experience Team Manager, where you will thrive in a dynamic and supportive work culture that prioritises employee development and collaboration. With a base at London Euston, you'll enjoy the unique advantage of working in a high-profile role that not only champions exceptional customer service but also offers opportunities for growth across multiple locations. Our commitment to safety, performance standards, and a passion for customer experience makes us an excellent employer for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Team Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at NRG Resourcing Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like NRG Resourcing Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Team Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to NRG Resourcing Ltd:Your cover letter is your chance to shine! Tell us why you want to work at NRG Resourcing Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at NRG Resourcing Ltd!
How to prepare for a job interview at NRG Resourcing Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
