At a Glance
- Tasks: Lead customer information strategy and manage a team for effective communication.
- Company: Join GTS, a key player in the UK's rail network.
- Benefits: Competitive salary, impactful role, and opportunity for professional growth.
- Other info: High-impact role with opportunities to shape the future of rail customer information.
- Why this job: Make a real difference in customer experience on one of the busiest rail lines.
- Qualifications: Strong leadership skills and experience in managing complex projects.
The predicted salary is between 50085 - 61215 £ per year.
GTS is seeking a dynamic and experienced Head of Customer Information to lead our strategy for delivering high-quality, timely and accurate customer information across the Elizabeth line – especially during disruption. This is a pivotal 18-month opportunity to make a major impact on one of the UK's busiest rail networks.
Key Responsibilities:
- Lead and evolve customer information delivery before, during and after journeys
- Shape and implement a high-profile, multi-million-pound customer information system programme
- Manage a small team to deliver on station communications, working with our Publicity & Rail Replacement Manager
- Deliver the rail replacement programme
- Own and enhance key communication tools used across operational teams
- Ensure strong collaboration across internal departments and external stakeholders (e.g. TfL, Alstom, RfL)
- Represent GTS in regulatory forums and ensure compliance with industry standards
- Oversee the delivery of timetable change communications and the Passenger Information During Disruption (PIDD) process
- Provide senior leadership during major incidents as part of the senior on-call rota
What We're Looking For:
- Strong leadership and strategic thinking abilities
- Proven experience influencing stakeholders and managing complex projects
- Excellent communication and analytical skills
- Experience in rail customer information systems or railway planning (desirable)
- Ability to manage change, meet deadlines, and drive continuous improvement
This is a high-impact role at the heart of customer experience for the Elizabeth line. If you're ready to lead transformation and deliver meaningful results for passengers, we'd love to hear from you.
Head of Customer Information employer: The Go-Ahead Group
Go-Ahead Group is an exceptional employer, offering a dynamic work environment in London where finance professionals can thrive. With a strong commitment to employee wellbeing, flexible working arrangements, and a focus on personal growth, we empower our team members to make impactful contributions while enjoying a healthy work-life balance. Join us to be part of a diverse and inclusive culture that values your insights and fosters collaboration across all levels.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Information
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at The Go-Ahead Group. 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 The Go-Ahead Group 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 Head of Customer Information
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 The Go-Ahead Group:Your cover letter is your chance to shine! Tell us why you want to work at The Go-Ahead Group 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 The Go-Ahead Group!
How to prepare for a job interview at The Go-Ahead Group
✨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.
