Customer Experience Duty Manager

Location: Edinburgh Waverley Station

Salary: £40,000 - £41,750

Department: Customer Experience

Vacancy Type: Permanent (Full-Time)

Shift Pattern: Various shifts in line with business operations, including weekends.

Closing Date: 17th June 2024

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. Now we're looking for the people who can deliver this, every day.

Since we took over on the East Coast mainline, we've been changing the face of rail travel. Our new Azuma train has brought faster journey times, more space and greater reliability. Our exciting plans to embrace new ideas, experiences, backgrounds and ambitions make this the ideal time to join.

Bringing passion. Being bold. Always caring. Owning it. They're the values that make us LNER.

Are you on board?

So, what exactly does a Customer Experience Duty Manager do?

We're glad you asked!

Reporting to the On Train Experience Manager, our Customer Experience Duty Managers are responsible for ensuring that the on-board teams, which includes our Train Managers, Senior Hosts, Chefs and Hosts are present for duty as expected, ready to deliver an amazing experience on train for our customers - covering our full service timetable from first to last train on a rostered basis.

As a Customer Experience Duty Manager you will be mainly depot based, managing and leading a large team of on-train crew to provide the best possible experience for our customers throughout their journey. On a day to day basis you'll ensure that services are fully crewed, making contingency arrangements to cover services where necessary. In addition to this you'll support the engagement, motivation and capability of your team by using LNER processes and initiatives. As a Customer Experience Duty Manager you'll work in collaboration with our On Train Delivery Managers and On-Train Skills and Competency Managers to create effective teams through coaching and development and ensuring that safety and performance targets are being met.

What does it take to become a Customer Experience Duty Manager?

To make it as a Customer Experience Duty Manager you'll need:

• Experience of leading large teams - circa 50 plus in a fast-paced environment
• An understanding of employment law and the ability to manage within company people processes and policies.
• Proactively identify priorities and plan own workload accordingly
• Be able to demonstrate coaching capabilities that develop team competence and professionalism
• Proactively, build relationships to support the delivery of continuous business improvement
• Develop a collaborative approach to drive a holistic customer experience and promote effective and constructive challenge to drive customer improvements
• Have an understanding of the importance of commercial and financial acumen
• The ability to interpret data to drive informed action plans and programs to deliver results
• The ability to evidence achievements of success from initiating and managing cultural change
• Be flexible and resilient with change and business pressures with the ability to work in a high volume, fast paced environment with constant changing priorities
• Maintain a secondary competence role for the purpose of contingency planning

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

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.

We know that our people are the beating heart of everything we do. We are committed to creating an inclusive, engaged culture that supports everyone at every stage of their journey – and ensures that when you're at LNER, you can always be you. No wonder most people never want to leave!

Diversity and inclusion
We are passionate about creating a diverse and inclusive workforce, representative of the communities we serve, and are creating ways to inspire diverse talent to join LNER.

Developing our people
We are focused on creating a learning culture, to support our people to be the best they can be at work by providing them with the tools and resources to navigate their development and career journey.

Health & wellbeing
To create a culture where our people can perform at their best, the physical health and mental wellbeing of our people is of paramount importance to us.

What next?

As we say, 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!

Start your journey here