Vacancy for Duty Customer Experience Manager

Job Reference: GTR/1305
Job Title: Duty Customer Experience Manager
Training Salary: Competitive
Salary: Competitive
Location: Three Bridges (ROC)
Hours of Work: Monday - Sunday between 0630 - 2300
Job Expires: 27 Jan 2017 at 11:45PM

About Govia Thameslink Railway

About Govia Thameslink Railway

Vacancy for Duty Customer Experience Manager (MG3)

Salary:                        Negotiable

Location:                     Three Bridges Rail Operating Centre (Control)

Hours of Work:            Monday to Sunday Shifts between 0630 and 2300

About Govia Thameslink Railway

Govia Thameslink Railway (GTR) is a dynamic and progressive company, powered by a great team of dedicated and professional people. We employ approximately 6,800 staff based at over 100 locations over the UK’s busiest rail network.

We operate trains on the Thameslink Route, Great Northern route, Southern Route and the Gatwick Express. We are the largest train operating company in the UK (22% of all passenger rail journeys in the UK); managing 239 stations and delivering 273 million passenger journeys per year.

GTR is part of Govia - a partnership between two world-class transport operators – the Go-Ahead Group and Keolis.

About the Job

  • Do you have a passion for team development?
  • Can you ensure delivery of the highest quality passenger and staff information?

There is a fantastic opportunity available within the information team in the Three Bridges Rail Operating Centre (Control) to lead the team in the production of high quality, accurate and timely information to our staff, customers and the wider rail industry.

The role will have accountability for the on-shift Customer Experience Team Leader and their team within the control so previous leadership experience is crucial in driving the required people behaviours and improvements needed to be successful.

The successful applicant will have the opportunity to put our customers in control and change the perspective of information delivery at this very challenging time within GTR whilst we modernise our operation.

To maximise the output of the wider Control team you will work closely with GTR’s operational service delivery team, our industry infrastructure partner Network Rail and a wide range of business and industry stakeholders.

Key deliverables of the role include:  

  • Interrogating the provision of train service to understand and appropriately react to real-time customer and staff information needs.
  • Manage and lead the delivery of real-time information ensuring that is accurate, timely and exceeds business and industry set standards.
  • Protect the interests of customers in the operational environment and act as the ‘voice of the customer’ for the control.
  • Lead the information delivery team to ensure that on each shift there is full compliance to information delivery standards and that targets against train service amendments and route message quality are met.
  • The role will engage regularly with the wider business customer touch points to ensure that the output from the control meets the needs of the business.
  • Support team development and a continuous improvement process through regular reviews of information provision, comparing control output to the set standards.
  • Constantly look at ways of improving the customer journey experience, to be the leading specialist in train, station and external information provision.

About You

You will need to possess and be able to demonstrate:

  • A good understanding of the principles of railway operations and the relationship to the customer information delivery
  • Proven experience in managing people and effective teams in meeting and delivering objectives and deliverables
  • Effective communication, being able to provide information to a wide range of audiences working at different levels.
  • The ability to work as part of a geographically diverse team and to represent the views of the department as a whole.
  • An understanding of customer information delivery systems, ideally those used within the rail industry.
  • The drive to work a forensic level of detail that aids in driving improvements.
  • The ability to step out of a very detailed workstream to take a broader view of an issue and then to step back in to the detail.


Your benefits will include free travel on the GTR network and other Go-Ahead Train Operators, discounted travel on other train operating companies (TOCs) and a final salary pension scheme. The Three Bridges Rail Operating Centre is a new modern Network Rail building and has fantastic facilities including a kitchen and lounge areas, a gym, lockers, shower facilities and access to a personal trainer.

The closing date for all completed applications is 23:45 on Friday 21st October 2016.

For further information on this position, please contact Kim Griffin, Head of Current Information and Communications.



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