Why LNER?
We go beyond. For everyone. Our vision is to be the most loved, progressive and responsible way to travel for generations to come. Now we're looking for the people who can deliver this, every day.
Since we took over on the East Coast mainline, we've been changing the face of rail travel. Our new Azuma train has brought faster journey times, more space, and greater reliability. Our exciting plans to embrace new ideas, experiences, backgrounds, and ambitions make this the ideal time to join.
Bringing passion. Being bold. Always caring. Owning it. They're the values that make us LNER.
What you'll be doing
As the Deputy Customer Relations Manager (DCRM), you will collaborate with the Customer Relations Manager (CRM) to lead a team of approximately 15 Customer Relations Specialists, ensuring the achievement of key performance metrics in responding to customer complaints and praise. Your responsibilities will include optimizing resource utilization to maintain a high quality of response to our customer contacts, whilst keeping an eye on the commercial viability, ensuring a continuous customer focus, and upholding the highest operating standards. You will embody and promote the LNER brand and vision.
You will champion continuous improvement across all Customer Relations channels by effectively communicating standards, specifications, business targets, and briefing cycles. This ensures that team members understand their responsibilities and are motivated to consistently deliver high-quality customer experiences.
You will be involved in all aspects of people management and colleague experience, including leading, coaching, and developing the team to be industry leaders. This involves helping identify training needs, managing recruitment, and overseeing some of the day-to-day people management. You will encourage the team to use innovative resolution techniques to handle various levels of customer complaints, transforming customers into true ambassadors of the business.
Leading by example, you will demonstrate the highest standards in customer and colleague care. As an active participant in daily customer interactions, you will guide the team through more complex cases, ensuring exceptional service and adherence to company values.
Key Responsibilities
* Support the team in defining, planning, delivering, implementing, and operating LNER's Customer Relations contact channels.
* Lead the team in responding to customer complaints and contacts, using a hands-on approach.
* Ensure outputs meet customer needs and provide an industry-leading experience, working alongside frontline teams both onboard and at stations.
* Lead by example, inspiring the team to deliver their best in every customer interaction and actively responding to customers to meet SLAs and quality targets.
* Ensure the Customer Relations Department meets KPIs and performance targets, working with senior managers to comply with ORR requirements and prevent escalations.
* Help manage all aspects of people management, including grievance, discipline, attendance, and improvement plans.
* Lead the recruitment of entry-level Customer Relations Specialists with support from the Talent Team and Customer Relations Manager.
* Drive team performance, identify training needs, and work with Learning & Development teams to create and deliver training programs for career progression.
* Collaborate with the Workforce Analyst to ensure accurate data, management information, and resourcing to meet regulatory SLAs.
* Embrace and implement new technologies with the Digital team to enhance Customer Relations performance.
* Maintain a secondary competence role for contingency planning.
* Ensure relevant training and competencies are maintained to support service continuity during disruptions.
What you'll need
* Proven track record of successfully leading hands-on Customer Relations/resolutions teams.
* Demonstrated experience in a Customer Relations/resolutions role, consistently achieving KPIs and business objectives.
* Effective management of internal and external stakeholders, utilizing various communication methods, including face-to-face interactions.
* Proven ability to coach, lead, and inspire others to excel in the industry, using innovative resolution methods and techniques.
* Ability to implement changes quickly and effectively, driven by customer needs and ensuring SLAs are met.
* Substantial knowledge of key Customer Experience measures.
* Highly developed verbal and written communication skills, with the ability to adapt your style to match the customer. Experience in, and willingness to learn, face-to-face customer resolution meetings.
* Advanced proficiency in Microsoft Office software suite.
* Tenacity to find the right solution, not just the easiest, with the ability to say 'no' and defend the business when appropriate.
* Ability to work under pressure and meet tight deadlines with a high degree of accuracy.
* Passionate about Customer Experience, regardless of the environment, and able to work as part of a wider team.
* Thrive with accountability and responsibility; self-reliant.
What you'll get
* Free travel on LNER + 75% off other companies' tickets (for you & dependents)
* Discounted international train tickets (after one year's service)
* 50% discount on LNER tickets for friends & family
* Generous pension scheme
* Annual cycle to work schemes
* Discount, savings and cashback scheme from top retailers
* Health & wellbeing schemes and discounts
* Host of training opportunities to help further your career
* Rewards & awards to recognise when you shine
What we believe
To be the most loved, progressive and responsible train operating company, we must make a meaningful difference – always doing what's right for our customers, our people, the communities and destinations we serve, the future of the industry we lead and the environment we cherish.
We know that our people are the beating heart of everything we do. We are committed to creating an inclusive, engaged culture that supports everyone at every stage of their journey – and ensures that when you're at LNER, you can always be you. No wonder most people never want to leave!
Diversity and inclusion
We are passionate about creating a diverse and inclusive workforce, representative of the communities we serve, and are creating ways to inspire diverse talent to join LNER.
Developing our people
We are focused on creating a learning culture, to support our people to be the best they can be at work by providing them with the tools and resources to navigate their development and career journey.
Health & wellbeing
To create a culture where our people can perform at their best, the physical health and mental wellbeing of our people is of paramount importance to us.
What next?
As we say, we have fantastic opportunities for ambitious people from all sorts of different backgrounds, so now is the time to join the team at LNER – without delay!
Start your journey here
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