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For Companies At a Glance
- Tasks: Lead customer operations to enhance passenger experience across Scotland's Railway.
- Company: Join ScotRail, a key player in Scotland's transport with over 5,000 employees.
- Benefits: Enjoy free rail travel, generous holidays, and a contributory pension scheme.
- Why this job: Be part of a diverse team driving sustainability and exceptional customer service.
- Qualifications: Experience at director level in customer service and operational delivery is essential.
- Other info: On-call commitments required; applications from diverse backgrounds are encouraged.
The predicted salary is between 72000 - 108000 £ per year.
Job Description
Role – Customer Operations Director
Closing Date – 15th August 2025
With more than 5,000 employees, ScotRail plays a vital role in serving the people and communities of Scotland. We recognise a modern and diverse workforce, encouraged to use their talents, and develop their skills, is integral to our success in serving and reflecting the communities of Scotland. We are committed to being a diverse and inclusive employer and have also set ourselves ambitious sustainability targets including having a carbon-free railway in Scotland by 2035.
Not your average role….
ScotRail has an exciting opportunity for a strategic and customer-focused Customer Operations Director to lead the delivery of an exceptional passenger experience across Scotland’s Railway. The Customer Operations Director will play a pivotal role in shaping the customer journey by driving operational excellence through effective leadership of our customer-facing teams. The Customer Operations Director will also maximise revenue opportunities through strategic planning for major events whilst reducing ticketless travel through effective deployment of frontline teams and revenue protection resources.
The Customer Operations Director will also lead trade union negotiations to maintain strong employee relations with all recognised unions, and represent ScotRail internally and externally, engaging with key stakeholders including Transport Scotland, Scottish Rail Holdings, Network Rail, and the media.
Please note there will be on-call commitments for this role
What you bring
* Proven experience operating at a director level managing large, multi-functional teams focused on customer service and operational delivery.
* Demonstrable success creating and implementing strategies to deliver sustained improvements in customer satisfaction.
* Effective communicator with experience operating and influencing at Board level and with external stakeholders and partners.
* High levels of motivation and adaptability, with the ability to deliver under pressure and drive performance improvements.
* Skilled in managing employee relations and balancing team and business needs.
* Inspirational leadership style that motivates teams to deliver visible, impactful changes to the customer experience.
What we offer you
ScotRail offer an excellent rewards package including:
* Contributory Final Salary Pension scheme.
* Free and reduced rate rail travel for you and your family.
* Generous holiday allowance.
* Enhanced company sick pay and family leave including maternity, paternity and adoption.
* Life Insurance cover for 4 x annual salary via our pension fund.
* Contributory lifestyle benefit options including discounts at hundreds of retailers, cycle to work scheme, discounted gym memberships and healthcare cashback plan.
Please note that due to the volume of interest received these vacancies could close prior to the published date.
Equal Opportunities
ScotRail is four times accredited as a Top Employer, has achieved Leaders in Diversity and is a Disability Confident Employer. We value, celebrate, and respect the diversity our people and aim to inspire, attract, retain, and develop the best talent. Because we value diversity and the benefits it brings, we want to continue improving the diversity of our people and particularly welcome applications from women, young people, LGBT+ people, people with a disability, and people from ethnically diverse backgrounds.
Customer Operations Director employer: ScotRail
Contact Detail:
ScotRail Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Operations Director
✨Tip Number 1
Familiarise yourself with ScotRail's current customer service strategies and operational practices. Understanding their approach will help you align your experience and ideas with their goals during discussions.
✨Tip Number 2
Network with current or former employees of ScotRail, especially those in leadership roles. They can provide valuable insights into the company culture and expectations for the Customer Operations Director position.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully improved customer satisfaction in previous roles. Highlighting measurable outcomes will demonstrate your capability to drive performance improvements.
✨Tip Number 4
Research recent developments in the rail industry, particularly around sustainability and customer experience. Being knowledgeable about these trends will show your commitment to ScotRail's vision and values.
We think you need these skills to ace Customer Operations Director
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in managing large, multi-functional teams and your success in improving customer satisfaction. Use specific examples that demonstrate your strategic planning skills and operational excellence.
Craft a Compelling Cover Letter: In your cover letter, express your passion for enhancing the customer journey and your leadership style. Mention how your previous roles have prepared you for the challenges of the Customer Operations Director position at ScotRail.
Highlight Relevant Experience: Emphasise your experience with trade union negotiations and stakeholder engagement. Provide examples of how you've successfully balanced team needs with business objectives, showcasing your ability to drive performance improvements.
Showcase Your Communication Skills: Since effective communication is key for this role, ensure your application reflects your ability to influence at Board level and engage with external stakeholders. Consider including instances where your communication led to successful outcomes.
How to prepare for a job interview at ScotRail
✨Showcase Your Leadership Skills
As a Customer Operations Director, you'll need to demonstrate your ability to lead large teams effectively. Prepare examples of how you've inspired and motivated teams in the past, particularly in challenging situations.
✨Understand the Customer Journey
Familiarise yourself with the customer experience within the rail industry. Be ready to discuss strategies you've implemented that improved customer satisfaction and how you would apply similar approaches at ScotRail.
✨Prepare for Stakeholder Engagement
Since this role involves engaging with various stakeholders, think about your communication style. Prepare to discuss how you've successfully influenced decisions at a board level or with external partners in previous roles.
✨Demonstrate Adaptability Under Pressure
The role requires high levels of motivation and adaptability. Be prepared to share specific instances where you've thrived under pressure and how you managed to drive performance improvements during those times.
