Customer Experience Leader in Inverness

Shift Pattern: Various Shifts including Early, Late and Weekend work.

Start date: 11th May 2026.

Psychometrics testing booked for 5th March 2026.

Interviews provisionally booked for 26th March 2026.

Location: Inverness Station.

Salary: £39,225 (full time 35 hours 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. We are looking for people who can deliver this every day.

What 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 provide an exceptional and personalised customer experience, from creating a warm welcome and assisting with luggage to serving tea and coffee. CELs are responsible for maintaining the comfort and safety of all our customers on board. Working alongside the Train Manager, you will help 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. You will also 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.

Responsibilities and requirements:

• Be a customer experience professional – highly motivated, organised and have a genuine passion for working with customers.
• Support the Train Manager in leading the on board team to deliver exceptional customer experience.
• Have existing knowledge of ticketing and routes to assist customers.
• Understand revenue and cost targets to help drive commercial performance on board.
• Be qualified in CIEH Level 2 Food Hygiene or equivalent.
• Be aged 18 or over to apply due to the sale of alcohol.
• Be flexible to work shifts early in the morning, late in the evening and over weekends.

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.

Medical screening: You will need to pass a medical screening and a drugs and alcohol test before we send you an unconditional job offer.

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.

Diversity and inclusion: We are passionate about creating a diverse and inclusive workforce, representative of the communities we serve.

Developing our people: We are focused on creating a learning culture to support our people to be the best they can be at work.

Health & wellbeing: The physical health and mental wellbeing of our people is of paramount importance to us.

What next? 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!