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- 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 strong 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 43200 - 72000 £ per year.
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.41bf1e1f-b16b-4260-a40a-17c77a06fd15
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 led teams in improving customer satisfaction and operational efficiency. Tailoring your experiences to reflect ScotRail's values will make a strong impression.
✨Tip Number 4
Stay updated on industry trends and challenges facing the rail sector, particularly in Scotland. Demonstrating your knowledge of these issues during interviews will show your commitment and strategic thinking.
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 your experience with trade union negotiations and stakeholder engagement, as these are key aspects of the role.
Showcase Relevant Achievements: Include quantifiable achievements in your application that reflect your ability to drive performance improvements and manage employee relations effectively. This could be in the form of increased customer satisfaction scores or successful project completions.
Research ScotRail: Familiarise yourself with ScotRail's values, sustainability goals, and recent initiatives. This knowledge will help you align your application with their mission and demonstrate your commitment to their objectives.
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, focusing on specific outcomes that improved customer satisfaction.
✨Understand ScotRail's Values
Familiarise yourself with ScotRail's commitment to diversity, sustainability, and community service. Be ready to discuss how your values align with theirs and how you can contribute to their ambitious goals, particularly regarding the carbon-free railway initiative.
✨Prepare for Stakeholder Engagement
Given the role's emphasis on engaging with key stakeholders, think about your experience in influencing at Board level and with external partners. Prepare to discuss strategies you've used to build strong relationships and negotiate effectively.
✨Demonstrate Adaptability Under Pressure
The role requires high levels of motivation and adaptability. Be prepared to share instances where you've successfully navigated challenging situations, highlighting your problem-solving skills and ability to drive performance improvements under pressure.
