Director Customer Services - London Northwestern

Competitive salary & benefits

Nuneaton with travel to Birmingham

Following on from the award of West Midlands Trains franchise, we are dedicated to giving people and businesses the rail service they’ve always wanted.  We’re investing £1 billion into the region’s network, providing new and smartly refurbished trains, better stations, extra benefits and cheaper travel. 

To ensure we deliver our visionary goals and values we require a dedicated team of executives to lead from the top and support our employees.  Customers are at the heart of what we do and to lead this within our London Northwestern business, we are seeking a Customer Services Director. 

As a member of the West Midlands Trains (WMT) Senior Management Team reporting to the Managing Director, you will contribute to developing and delivering the Company’s business strategy to achieve defined business goals and profit target in line with our vision and values.  This is an exciting opportunity to join WMT at a time of significant change including improvements to the fleet and at the start of a new franchise which is focussed upon continuous improvement through change and the customer at the heart.

You will be responsible for delivering an excellent customer experience for the London Northwestern Railway (LNR) business unit through leadership of stations, conductor and revenue protection delivery staff.  Based in Nuneaton with regular travel to our Head Office in Birmingham and other key sites, you will build strong partnerships with all key regional stakeholders to support regional growth and devolution.

We are looking for someone who is passionate and driven, with a proven track record of managing at a senior/board level.  In addition to this we require:

• Experience of delivering significantly improved customer experience through operational staff
• Extensive senior management and leadership experience within a large service delivery function, with significant people management
• Evidence of successful leadership of organisational and cultural change within a unionised, regulated environment
• Experience of negotiating with Trade Unions
• Good appreciation of railway operational practices and processes

In return we will offer in addition to a competitive salary a wealth of benefits including free first-class travel on West Midlands Trains and other Abellio group trains for you, your partner and dependent children.  75% discount on all other train operating companies over most of the UK rail network, enrolment of our West Midland Railways Pension Scheme and our pension salary sacrifice scheme – Smart Pensions and the opportunity to participate in the company’s health scheme.

We reserve the right to withdraw this advert at any time due to high volumes of applications (please submit your application as early as possible to avoid disappointment).