Customer Experience Manager

at  Great Western Railway

AS A MINIMUM, YOU WILL NEED TO HAVE:

• Excellent written and verbal communication skills
• Recent experience working in a customer service role
• Excellent IT skills and the ability to learn and utilise new systems.
• A good understanding of the GWR network and how the business delivers the train service daily.
  Working pattern
  This role is shift based, comprising early, late and night shifts as well as weekend working.
  Additional Information:
  The role is based in our Integrated Control Centre in Swindon, which is a short walk from Swindon station. While many people use the train to get to work the majority of the time, you must also be able to get to work via other means due to the shift times involved.
  Occasional travel across the GWR network as part of your working day may be necessary.
  The Reward:
  As well as a great team environment and comprehensive training, all GWR colleagues enjoy a range of benefits including on-going development, defined benefit pension scheme, free rail travel across the GWR network for you and your family, company-sponsored health care plan, discounted shopping and an employee assistance programme.
  We all belong at GWR. This is our vision for providing an inclusive environment for all our colleagues, ensuring all candidates have an equal opportunity to access meaningful employment.
  We value our differences such as age, gender, LGBTQIA, ethnicity, religion and disability. We maintain zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.
  We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.
  We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.
  If you require additional support to complete your application due to a disability or neurodivergent condition such as dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.

• Working closely with colleagues across the Control floor to ensure the service delivered meets the needs of our passengers
• To oversee the customer strategy across day-to-day operations and during disruptive events, enacting alternatives when appropriate – be that ticket acceptance (rail or bus) or requesting road transport
• Monitoring all GWR outputs to ensure a clear and consistent message is presented to passengers, providing useful and timely advice during disruption in line with our Passenger Information During Disruption commitments
• Engage and communicate with relevant stakeholders to support the customer experience.
• Supporting front line staff to seek resolutions to issues affecting the customer experience