The Customer Experience team here at MTR Elizabeth line are looking to appoint an enthusiastic and professional Duty Customer Experience Manager on a full-time basis.

As a Duty Customer Experience Manager, you will strive for perfection, have a passion for people, an engaging personality and a strong sense of pride in delivering a world class customer experience for all customers across their respective journeys.

Stakeholder management and relationship building will be key to success as you lead and develop front line colleagues in the delivery of world class customer excellence and support the Station Manager in people management - we recognise that you are only as good as your people and the nurturing of strong professional relationships is something we want all of our managers to embrace.

Reporting directly into the Station Manager, you will help to create and maintain a customer-centric culture throughout your designated area, recognising that it is the little things we do that can also make a difference. 

With a positive and pro-active approach, you will seek opportunities to ensure that our customers have the best possible customer experience each time they choose to use our railway, looking to go the extra mile where possible and continuing to promote the reputation of MTREL, acting as a true custodian of the brand across all stakeholder interactions.

Working on a shift basis, our Duty Customer Experience Managers become key players at their home station, owning the provision of the overall customer experience and overseeing our customer’s satisfaction by proactively managing the station environment and delivering our Customer Experience concession obligations in line with MTREL’s customer experience values.

You will need to be confident, particularly when interacting with stakeholders both internal and external, with high standards of customer service and will have experience of working in a face-to -ace customer service environment. 

This is a unique opportunity for an individual with a true passion for customer service to help shape the journey of millions of passengers across London on a daily basis, seeing the tangible impact you are having on a day-to-day basis through the eyes of your colleagues and customers alike. 

Person Specification and Practical Experience

To be considered for the role you will need to demonstrate a mix of the following:

• Excellent interpersonal skills
• Experience negotiating with and managing 3rd party suppliers in a customer facing environment
• Good commercial acumen
• Excellent communication skills both written and spoken
• Ability to develop self to realise potential and deliver continually improving levels of customer service
• Ability to prioritise effectively
• Ability to work flexibly
• Ability to initiate change through engagement, coaching and feedback

Benefits and Rewards

Travel Benefits (discretionary):

• Free zones 1-6 Oyster travel card, for you and another person who lives at the same address
• 75% discount on all UK rail travel, and some international services

Pension: You will be automatically enrolled into our excellent pension scheme. After two years, you will have the option of joining our defined benefits scheme

Benefits Station: A dedicated online benefits platform for retail and entertainment discounts

About Us

MTR Elizabeth line values its workforce, offers career progression and provides a platform to grow and develop.

We aspire to set a new transport standard for the UK, moving people and connecting communities better than anyone else. We are making long-term improvements to our network and creating a better service for our customers. We are a trusted operator with proven experience and have a mission to enable our employees to reach their full potential.

We welcome applications from a diverse range of candidates regardless of background, disability or gender and are committed to creating a workforce as diverse as the communities we serve.