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- Tasks: Lead customer experience teams at Hull, Selby, and Brough stations, ensuring top-notch service.
- Company: Join TransPennine Express, a forward-thinking rail company dedicated to connecting the North and Scotland.
- Benefits: Enjoy free rail travel, competitive salary, generous leave, and wellness support.
- Why this job: Shape the future of railways while leading a passionate team in a dynamic environment.
- Qualifications: Experience in service environments, leadership skills, and safety training are key.
- Other info: This role is safety critical with an on-call requirement.
The predicted salary is between 36000 - 60000 £ per year.
Area Customer Experience Manager – Hull (Secondment)
We’re TransPennine Express and we’re going places. Whether that’s helping customers reach their destination or ensuring our colleagues feel fulfilled and supported in their careers. We’re looking for people with drive and enthusiasm to join our amazing team and help push for more progress within the rail industry. We look forward to meeting new faces and eager minds, ready to join our mission of creating a better-connected network in the North and Scotland, for good.
We’re on the hunt for our next customer experience superstar to lead our stations portfolio in the Humber area.
If you’re passionate about customer experience, a natural people leader, and would thrive in an environment where no two days are the same, then please read on – this could be the opportunity for you!
In this essential role for our business, you’ll manage Hull station and lead our customer experience teams at Selby and Brough stations. This is a busy area on our network with a high flow of commuters and leisure travellers.
Day-to-day, you’ll display a visible, proactive, and motivational leadership style to your teams and service partners, encouraging them to deliver an excellent service for customers. You’ll monitor the service quality standards of your station, ensuring it is clean, well-maintained, and managed safely in accordance with our policies and procedures. You will play a lead role in driving our safeguarding plans to improve the rail network for all customers and colleagues.
At our out-based locations, you will manage our customer experience and work alongside Network Rail and other operators to ensure a seamless approach.
As you can imagine, people leadership is a big part of this role; as well as supporting your immediate teams, you’ll work with wider business teams to plan for a service-centric culture that is consistent with, and complementary to, our retailing and customer experience strategies.
Above all else, this is a fantastic opportunity to play a central part in shaping the future of our railways. You will be given the freedom and autonomy to lead your region while being fully supported all the way. This role is safety critical and there is an on-call requirement.
We’re looking for someone with the following qualities:
- Tenacity: we need you to be a “sleeves rolled up” type, someone unafraid to get stuck in and be proactive.
- Personality: having a friendly, approachable, personable, and “can-do” disposition will go a long way to being successful in this role!
- Resilience: when times get tough, we’ll need you to remain cool, calm, and collected.
- Adaptability: our railways are changing, and you’ll play a key part in this journey, so we need to see the bigger picture and show adaptability along the way.
- Customer Focus: you put yourself in our customers’ shoes and always consider how we can make their journey experience better.
- Operational Knowledge: you understand the operational aspects that enhance customer experience.
In terms of your experience, we’d be really keen to hear from you if you have:
- Worked in a similar service environment previously, for example, retail or transport.
- Safety Critical training experience.
- Assessing skills.
- Provided leadership and line management to diverse teams.
If that sounds like the right fit for you, we’d love to hear from you. Please click apply and complete an application form.
What we offer:
- Excellent career prospects.
- A personal development plan.
- Structured training and development.
- Competitive salary paid on a 4-weekly basis.
- Generous annual leave entitlement.
- Free TransPennine Express rail travel for you and your dependants*.
- Travel discounts of up to 75% off other train operating companies, plus international rail travel after 1 year’s service* for you and your dependants*.
- Free & Confidential Employee Assistance Program and Wellbeing Portal 24 hours a day, 7 days a week.
- Option to join the Railway Pension Scheme with significant employer contributions.
- Family-friendly maternity and paternity benefits.
- High street and lifestyle discounts as well as a cycle to work scheme*.
*Terms and conditions apply.
At TransPennine Express, it’s our goal to help people reach their full potential. We offer the opportunity to not just join the transformation of the rail industry, but to lead it. Our values are designed with every team member in mind; whether it’s ensuring you feel free to be yourself at work or encouraging everyone to pull together and support each other. We promise to value our people for the individuals they are.
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Area Customer Experience Manager Stations (Fixed Term) employer: Tpexpress
Contact Detail:
Tpexpress Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Area Customer Experience Manager Stations (Fixed Term)
✨Tip Number 1
Show your passion for customer experience during the interview. Share specific examples of how you've improved customer satisfaction in previous roles, especially in service environments like retail or transport.
✨Tip Number 2
Demonstrate your leadership skills by discussing how you've successfully managed diverse teams. Highlight any experiences where you motivated your team to achieve high service standards.
✨Tip Number 3
Be prepared to talk about your adaptability. The rail industry is changing, so share instances where you've successfully navigated change and helped your team do the same.
✨Tip Number 4
Familiarize yourself with safety-critical training and operational knowledge relevant to the role. This will show that you understand the importance of safety in enhancing customer experience.
We think you need these skills to ace Area Customer Experience Manager Stations (Fixed Term)
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Area Customer Experience Manager position. Understand the key responsibilities and qualities they are looking for, such as leadership, customer focus, and adaptability.
Tailor Your CV: Customize your CV to highlight relevant experience in customer service and leadership roles. Use specific examples that demonstrate your ability to manage teams and improve customer experiences, particularly in a busy environment.
Craft a Compelling Cover Letter: Write a cover letter that reflects your passion for customer experience and your proactive approach. Mention how your personality aligns with their values and how you can contribute to creating a better-connected network in the North and Scotland.
Showcase Your Operational Knowledge: In your application, emphasize any operational knowledge you have that enhances customer experience. Discuss any relevant training or experience in safety-critical environments, as this is crucial for the role.
How to prepare for a job interview at Tpexpress
✨Show Your Passion for Customer Experience
Make sure to express your enthusiasm for customer experience during the interview. Share specific examples of how you've improved customer satisfaction in previous roles, and demonstrate your understanding of what makes a great customer journey.
✨Demonstrate Leadership Skills
As this role involves leading teams, be prepared to discuss your leadership style. Provide examples of how you've motivated and supported your team in the past, especially in challenging situations, to showcase your ability to lead effectively.
✨Highlight Adaptability and Resilience
The rail industry is constantly evolving, so it's important to show that you can adapt to change. Share experiences where you've successfully navigated challenges or changes in your work environment, emphasizing your resilience and problem-solving skills.
✨Understand Operational Knowledge
Familiarize yourself with the operational aspects of customer experience in the transport sector. Be ready to discuss how operational efficiency can enhance customer satisfaction, and provide insights on how you would approach this in your role.
