Customer Experience Duty Manager (12 month fixed term contract)

Last updated 3 hours ago
Location:Edinburgh
Job Type:Contract/Temp

Salary: £38,950pa
Shift Pattern: Shift working, including extremes, various shifts required for this role

About Us

LNER is the rail company that stepped in and took over the East Coast mainline after Virgin Trains East Coast. We began our journey on Sunday 24 June 2018 and we have ambitious plans to change the face of train travel. We want to create a service everybody loves, that our people are proud to work for and helps the communities that we’re part of, to flourish.

We kept our promise to maintain a seamless transition between old and new. While doing that, we launched the future of rail travel, with our new Azuma train. It’s already a great success, introducing more seats, more space and above all, punctuality.

Whether you’re nipping to your auntie’s for cake and a cuppa, braving a meeting with the boss or treating the kids to a day of candy floss and sandy toes. We’re with you. Making it happen. Connecting towns and cities, people and places with pride.

Everything we do at LNER is geared towards delivering great experiences for our passengers, our colleagues and our communities.

Together, we’re driving innovation and transforming rail travel. By being on time, having more trains and more seats, to the huge leaps in engineering like our stunning Azuma train.

People, places and moving forward are top of our list. We embrace the communities that we operate in, welcome change and are determined to constantly improve everyone’s travel experience across the nation. Not only that, our team is proud to be part of LNER and because of this, they deliver a great service. A service better than anyone else because they care a little bit more.

That’s what makes us LNER.

The Role

Who are we?

Here at LNER people are at the very heart of our business. From our drivers to our marketeers and of course our Customer Experience Duty Managers, every single person plays a role in creating exceptional experiences for our customers.

Whilst getting people safely from A to B and on top is of course our priority, with the help of cutting edge technology like our brand new Azuma trains, we're on a mission to transform rail travel on our iconic East Coast route. We are always interested in meeting new and existing talent, so if you'd like to join us on our journey there's no time like the present!

So what exactly does a Customer Experience Duty Manager do?

We're glad you asked!

Reporting to the On-board Experience Manager, the Customer Experience Duty Manager is responsible for ensuring that the on-board teams are present for duty as expected – covering our full service timetable from first to last train on a rostered basis.

You will be expected role model the behaviours and values of by the business by line managing the on train teams, providing highly visible leadership, driving engagement and ensuring delivery of the on train metrics.

As a Customer Experience Duty Manager, you will also be expected to ensure that services are fully crewed as per the expected roster diagrams and make contingency arrangements to cover services where necessary. You will also directly manage internals processes for your team of direct reports and, working in collaboration with the On-Board Transformation Manager, ensure that all performance standards are being met.

What does it take to become a Customer Experience Duty Manager?

To make it as a Customer Experience Duty Manager you'll need to:

  • Be able to demonstrate coaching capabilities that develop team competence and professionalism
  • Proactively, build relationships to support the delivery of continuous business improvement
  • Develop a collaborative approach to drive a holistic customer experience and promote effective and constructive challenge to drive customer improvements
  • Have an understanding of the importance of commercial and financial acumen
  • The ability to interpret data to drive informed action plans and programs to deliver results
  • The ability to evidence achievements of success from initiating and managing cultural change
  • Be flexible and resilient with change and business pressures with the ability to work in a high volume, fast paced environment with constant changing priorities
  • Proactively identify priorities and plan own workload accordingly
  • Maintain a secondary competence role for the purpose of contingency planning

For the list of full key responsibilities – please see attached role profile.

Still want in? We thought you might...

If you'd love to join us, then it's time to brush up your CV & click ‘apply', there's never been a better time to join the LNER family and be part of the best train operator in the UK!

Good luck, we can't wait to hear from you!


What We Offer

We’re very picky about who works for LNER. So when you wear the LNER uniform, you have to be at the top of your game. Our customers expect the very best service and we expect you to deliver it.

In return, you’ll receive a competitive salary. Oh, and throw in a benefits package traditionally described as ‘generous’.

This includes;

  • Free travel on LNER trains for you and your dependants
  • 75% off other Train operating companies (again for you and your dependants)
  • Discounted international travel after one years service
  • 50% discount for friend and family
  • Generous pension scheme

Along with various schemes and offers

Your Application

What happens next?

We promise we’ll let you know as soon as we can the outcome of your application and/or any testing you do.

If you are successful, you’ll be invited along to an interview or to take part in one of our assessment centres. These can include interview, group exercise, role play, or more tests (we have lots of industry standard tests that help us keep everyone safe!). During these sessions, we’ll get to know more about you and you can also make sure we are right for you – it’s a two-way process!