As part of the Transport UK Group, West Midlands Trains delivers around 1,300 train journeys a day, for more than 60 million passengers a year, across our two brands - West Midlands Railway and London Northwestern Railway.

We are committed to delivering a safe and reliable train service, by investing in our fleet of trains, stations and employees. As part of this investment, we are excited to offer an amazing opportunity to join us as a Customer Experience Manager, based at Watford Junction.

What does the role involve?

• Leading and motivating frontline teams, throughout your designated stations
• Ensuring excellent customer service and high standards of health & safety are achieved
• Delivering high quality standards in station operations – including cleanliness
• Implementing improvement activities around customer satisfaction, safety and performance
• Supporting area managers in stakeholder engagement
• Ensuring station teams provide safe and efficient train dispatch - including accurate and timely information at the station
• Managing disruption, liaising with the control team and traincrew managers to identify staffing levels for train services - using diagramming information to plan ahead
• Managing and leading your team to deliver high levels of customer service and operational service delivery
• Ensuring safety is a key focus - conducting regular assessments of team members

What skills and experience do I need to do the job?

• Demonstrated experience in leading and managing teams within customer-focused environments, with a strong ability to inspire and drive performance.
• Skilled in managing conflict effectively while maintaining composure in challenging situations.
• Committed to delivering excellent customer service through a professional, approachable, and proactive demeanor.
• Maintains high standards of personal presentation and consistently demonstrates professionalism.
• Excellent communication skills, with the ability to adapt style and approach to suit different audiences.
• Flexible and adaptable, both in working hours and in approach to decision-making.
• Proactive in using initiative to identify solutions and resolve issues efficiently.

What is the salary and benefits?

• Competitive annual salary of £41,800.
• Access to one of the most comprehensive and rewarding pension schemes available.
• Complimentary travel on all company-operated trains, as well as those within our parent group, for you, your partner, and dependent children.
• 75% discount on travel with other train operating companies.
• A wide range of retail discounts available.
• Ongoing career development and progression opportunities.

Due to the volume of applications we receive, the advert may close earlier than the published closing date. Please submit your application as soon as possible to avoid missing out.

As an inclusive employer, we welcome applications from all backgrounds and ensure no-one receives less favourable treatment on the grounds of age, disability, gender, race/ethnicity, religion, belief and sexual orientation.

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.