Customer Experience Manager

Position - Full time

Location - Wolverhampton Station

Salary - Competitive package and benefits

This is a fantastic time to join West Midlands Trains as we embark on our new franchise to improve our passenger’s journeys. As part of the wider Abellio Group, West Midlands Trains Ltd, operates as a joint venture - West Midlands Railway and London Northwestern Railway, delivering over 1,300 safe and reliable services per day for more than a 60 million passengers per year.  Since the start of our franchise in 2017 we have been committed to improving our services, investing a whopping £1 billion into the region’s network, £18million in the development of all our workforce.

We are looking to recruit four Customer Experience Managers on a full-time Permanent basis. You will directly manage, lead, control and monitor all station staff and activities associated at Wolverhampton Station in order to deliver a high-quality service, with a focus on customer excellence and maintain high safety and quality standards.

Key responsibilities will include: (Full job description attached above)

• This job is carried out at Wolverhampton Station and the emphasis and priority of the tasks listed below may vary accordingly. (Please note this role includes weekend working as part of a balanced) roster.
• Assess and develop customer services skills within team of staff.
• Provide constructive feedback to team with the aim of ensuring continuous improvement.
• Manage and carry out train dispatch procedures correctly in line with station policy and safety guidelines.
• Ensure all station staff maintain safety critical competence, carrying out regular assessments and keeping accurate records through ACMS.
• Provide a high-quality ticket retailing and customer experience, complying with the current West Midlands Trains and ATOC ticket retailing instructions and guidelines.
• Ensure that customers are provided with products that meet their requirements together with correct and timely assistance.
• Ensure all information provided to customers is up to date, accurate and easy to understand.
• Carry out the initial stage of the Managing for Attendance and performance management procedures where required.

You will bring with you the following skills and experience:

• Experience of working within a customer service environment.
• Experience of working within a retail environment.
• Knowledge of West Midlands Trains operations and geography.
• Knowledge of West Midlands Trains tickets, fares and promotions.
• Experience of managing other staff would be an advantage.

In addition to a competitive salary West Midlands Trains offers a wealth of benefits including free travel on Abellio trains for you, your partner and dependent children, 75% discount on other train travel over most of the UK rail network, access to an Employee Recognition and Benefits Platform, development opportunities to help further your career with West Midlands Trains, and a defined benefit salary pension.

Applications will be considered from colleagues with 6 months experience after completion of their probationary period and a full check of absence and disciplinary records.