Are you skilled at delivering clear and effective customer communications while leading a high-performing team? Do you thrive in dynamic environments where every day brings new challenges? If so, we have an exciting opportunity for you at LNER!
As a Customer Information Manager, you'll play a critical role in ensuring our customers receive timely, accurate, and consistent service updates across all LNER communication channels. You'll lead a team of seven Duty Customer Information Managers, steering real-time customer communications during major disruptions, weather events, and planned changes such as engineering works or timetable adjustments.
What You'll Do:
Ensure consistency across all LNER customer-facing information channels.
Deliver “on the day” and short-notice communications to keep our customers informed.
Lead, support, and develop a team of Duty Customer Information Managers.
Oversee real-time customer experiences, especially during disruptions, crafting clear and aligned messages.
Drive continuous improvement in customer information, challenging the status quo to meet the demands of an evolving industry.
Provide effective contingency plans to enhance the customer journey during challenging periods.
What You'll Bring:
To excel in this role, we're looking for someone with:
Exceptional communication skills, both written and verbal.
Proven experience as a team leader or manager, with a track record of motivating and supporting high-performing teams.
A solid understanding of multi-channel customer communications.
Strong IT proficiency to support operational demands.
A calm and effective approach to working under pressure, with the ability to adapt quickly to change.
Experience managing relationships with a variety of stakeholders.
The Essentials:
This role is based at our York Rail Operating Centre during office hours. However, some flexibility will be required to meet business needs, particularly during critical events.
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