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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