Area Customer Experience Manager Stations (Fixed Term)

Area Customer Experience Manager - Hull (Secondment)

We're TransPennine Express and we're going places. Whether that's helping customers reach their destination, or ensuring our colleagues feel fulfilled and supported in their careers. We're looking for people with drive and enthusiasm to join our amazing team and help push for more progress within the rail industry. We look forward to meeting new faces and eager minds, ready to join our mission of creating a better-connected network in the North and Scotland, for good.

We're on the hunt for our next customer experience superstar to lead our stations portfolio in the Humber area.

If you're passionate about customer experience, a natural people leader and would thrive in an environment where no two days are the same, then please read on - this could be the opportunity for you!

In this essential role for our business, you'll manage Hull station and lead our customer experience teams at Selby and Brough stations. This is a busy area on our network with a high flow of commuters and leisure travellers.

Day-to-day, you'll display a visible, proactive, and motivational leadership style to your teams and service partners, encouraging them to deliver an excellent service for customers. You'll monitor the service quality standards of your station, ensuring it is clean and well-maintained, and managed safely in accordance with our policies and procedures. You will play a lead role in driving our safeguarding plans to improve the rail network for all customers and colleagues.

At our out-based locations you will manage our customer experience and work alongside Network Rail and other operators to ensure seamless approach.

As you can imagine, people leadership is a big part of this role; as well as supporting your immediate teams, you'll work with wider business teams to plan for a service-centric culture that is consistent with, and complimentary to, our retailing and customer experience strategies.

Above all else, this is a fantastic opportunity to play a central part in shaping the future of our railways, playing a central role in improvements to the rail network really make your mark - you'll be given the freedom and autonomy to lead your region while being fully supported all the way. This role is safety critical and there is an on-call requirement.

We're looking for someone with the following qualities :

• Tenacity : we need you to be a "sleeves rolled up" type, someone unafraid to get stuck in and be proactive
• Personality : having a friendly, approachable, personable, and "can-do" disposition will go a long, long way to being successful in this role!
• Resilience : it goes without saying that anything can (and does!) happen at stations, and when times get tough we'll need you to remain cool, calm, and collected
• Adaptability : our railways are changing, and you'll play a key part in this journey, so we need to be able to see the bigger picture and show adaptability along the way
• Customer Focus : you put yourself in our customers' shoes and see things their way, and always consider how we can make their journey experience better
• Operational Knowledge : you put yourself in our customers' shoes and see things their way, and always consider how we can make their journey experience better

In terms of your experience, we'd be really keen to hear from you if you have :

If that sounds like the right fit for you, we'd love to hear from you, please click apply and complete an application form.

What we offer

Goings places has never felt better!

At TransPennine Express, it's our goal to help people reach their full potential. We offer the opportunity to not just join the transformation of the rail industry, but to lead it. Our values are designed with every team member in mind; whether it's ensuring you feel free to be yourself at work, or encouraging everyone to pull together and support each other. We promise to value our people for the individuals they are. Whichever department becomes your destination, from the tip of the train, to the tail, our only focus is heading at full speed into the future. So, if making people crack a smile helps you feel at home, and raising standards is second nature to you, we'd love to have you onboard.

To be considered for this role you will be redirected to and must complete the application process on our careers page. To start the process, click the Apply button below to Login / Register.