Description
Join the Merseyrail Operations Team as a Customer Experience Team Manager!
Are you a dynamic leader with a passion for people and the ability to inspire teams to deliver exceptional customer service? If so, we have an exciting opportunity for you to join the Merseyrail Operations Team as a Customer Experience Team Manager.
In this pivotal leadership role, you will oversee a team of Train Managers, ensuring they are engaged, motivated, and empowered to provide outstanding customer experiences onboard our trains. As a strong leader, you will thrive in a fast-paced operational railway environment, navigating the challenges of a unionised setting while driving your team’s performance and professional growth.
This role offers the opportunity to make a real impact in a key leadership position within one of the UK’s leading Train Operating Companies. If you’re ready to take on the challenge and drive customer excellence while leading a high-performing team, we’d love to hear from you.
Location:
Based at Birkenhead Central TCD, you will work closely with colleagues across all levels of the organisation. Important: Merseyrail reserves the right to close the advert before the published closing date if high volumes of applications are received. In this situation, partially completed applications will not be progressed forward or given extra time to complete. Key Responsibilities Lead, inspire, and manage Train Managers to deliver operational excellence and exceptional customer engagement. Foster a positive, collaborative team culture that prioritises customer satisfaction, safety onboard our trains, and employee well-being. Drive initiatives to improve the onboard customer experience and employee morale. Handle all aspects of people management, including performance, attendance, discipline, grievances, safety investigations, and team briefings. Actively engage with Trade Union Representatives to maintain effective communication and resolve local issues. Collaborate closely with the Depot Manager to address operational challenges and implement solutions. Skills, Knowledge and Expertise Proven leadership and people management skills, with the ability to inspire and motivate a diverse team. A customer-first mindset, with a strong focus on enhancing passenger experiences. Exceptional problem-solving skills and resilience in high-pressure situations. Experience in the rail industry or transferable leadership skills from a similar operational environment. A sound understanding of HR policies, Health & Safety legislation, and railway operations (including the Rule Book). The flexibility to manage on-call responsibilities as required. About Merseyrail Merseyrail stands out as one of the most punctual and reliable rail networks in the UK. Over the last 15 years, we consistently achieve customer satisfaction scores above 90%, winning multiple national awards for our exceptional customer service and punctuality! With around 1,200 employees, we recognise that our team members play a vital role in our ongoing success. We’re committed to investing in the development of our people and fostering inclusive practices that empower everyone at Merseyrail to reach their full potential. We operate over 600 regular services daily to 69 stations throughout the Liverpool City Region, with our four underground stations running trains every few minutes. On average, more than 90,000 passengers travel with us on weekdays, and Liverpool Central station ranks among the busiest stations outside of London. We’ve modernised significantly in recent years, with our new state-of-the-art trains now on the network. These brand-new electric and environmentally friendly trains, designed specifically for the Merseyrail network, feature pioneering sliding step technology, making us one of the most accessible networks in the UK. We’ve also refurbished many of our city centre stations, achieving step-free access at two-thirds of Merseyrail stations. We are working closely with the LCRCA to achieve our Metro Mayor's vision of a step-free network by 2030. We’re also developing the use of online ticketing in the near future, to then be followed by the introduction of barriers requiring just a tap of a contactless bank card. We are actively engaged in the continuous development of our network, including the recent opening of Headbolt Lane station, which extends the Kirkby line and benefits many additional passengers in the local area. Additionally, plans are underway for a new station, Liverpool Baltic Station, located just south of Liverpool City Centre, serving the Baltic Quarter, the city's fastest-growing area, which is recognised as one of the UK's coolest neighbourhoods.
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Based at Birkenhead Central TCD, you will work closely with colleagues across all levels of the organisation. Important: Merseyrail reserves the right to close the advert before the published closing date if high volumes of applications are received. In this situation, partially completed applications will not be progressed forward or given extra time to complete. Key Responsibilities Lead, inspire, and manage Train Managers to deliver operational excellence and exceptional customer engagement. Foster a positive, collaborative team culture that prioritises customer satisfaction, safety onboard our trains, and employee well-being. Drive initiatives to improve the onboard customer experience and employee morale. Handle all aspects of people management, including performance, attendance, discipline, grievances, safety investigations, and team briefings. Actively engage with Trade Union Representatives to maintain effective communication and resolve local issues. Collaborate closely with the Depot Manager to address operational challenges and implement solutions. Skills, Knowledge and Expertise Proven leadership and people management skills, with the ability to inspire and motivate a diverse team. A customer-first mindset, with a strong focus on enhancing passenger experiences. Exceptional problem-solving skills and resilience in high-pressure situations. Experience in the rail industry or transferable leadership skills from a similar operational environment. A sound understanding of HR policies, Health & Safety legislation, and railway operations (including the Rule Book). The flexibility to manage on-call responsibilities as required. About Merseyrail Merseyrail stands out as one of the most punctual and reliable rail networks in the UK. Over the last 15 years, we consistently achieve customer satisfaction scores above 90%, winning multiple national awards for our exceptional customer service and punctuality! With around 1,200 employees, we recognise that our team members play a vital role in our ongoing success. We’re committed to investing in the development of our people and fostering inclusive practices that empower everyone at Merseyrail to reach their full potential. We operate over 600 regular services daily to 69 stations throughout the Liverpool City Region, with our four underground stations running trains every few minutes. On average, more than 90,000 passengers travel with us on weekdays, and Liverpool Central station ranks among the busiest stations outside of London. We’ve modernised significantly in recent years, with our new state-of-the-art trains now on the network. These brand-new electric and environmentally friendly trains, designed specifically for the Merseyrail network, feature pioneering sliding step technology, making us one of the most accessible networks in the UK. We’ve also refurbished many of our city centre stations, achieving step-free access at two-thirds of Merseyrail stations. We are working closely with the LCRCA to achieve our Metro Mayor's vision of a step-free network by 2030. We’re also developing the use of online ticketing in the near future, to then be followed by the introduction of barriers requiring just a tap of a contactless bank card. We are actively engaged in the continuous development of our network, including the recent opening of Headbolt Lane station, which extends the Kirkby line and benefits many additional passengers in the local area. Additionally, plans are underway for a new station, Liverpool Baltic Station, located just south of Liverpool City Centre, serving the Baltic Quarter, the city's fastest-growing area, which is recognised as one of the UK's coolest neighbourhoods.
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