Who are we?
First Rail Stirling is a brand-new enterprise and start-up rail operator that will run an exciting long-haul train service crossing the entire country. The service will run from London to Stirling, reuniting Stirling with a direct service to the West Coast of England during the day.
We are transforming the way people think about train travel, empowering our team from different backgrounds to make it a great experience for our customers. Together, we will revalue rail as a very special way to travel – relaxing, fast, efficient, and sustainable.
First Rail Stirling, operating under Lumo is part of FirstGroup, the largest rail operator in the UK and second largest bus operator in the UK outside London. FirstGroup operates services throughout the UK and Ireland, with over 30,000 employees providing services that make travel smoother and life easier. FirstGroup works hard to reduce its impact on the environment, introducing cleaner and more environmentally responsible methods of transport.
About the role
Our Customer Experience Manager will play a vital part in the launch of a new innovative Open Access Service.
The Customer Experience Manager drives excellence in customer experience, leading innovation, business improvement, and people development with an engaging, ambassadorial approach. They champion the voice of the customer, ensuring the delivery of a reimagined travel experience while optimising performance and promoting the company's reputation. Leading the Customer Experience team, they act as a role model for ambassadors, fostering a culture of service excellence, collaboration, and innovation.
About you
You are degree-educated (or equivalent), IOSH qualified, and an IRO member, with relevant food hygiene. Experienced in leading customer experience teams, you understand the railway, the customer journey, and safety, security, and environmental responsibilities. Flexible and adaptable, you are committed to continuous improvement, delivering excellence, and enhancing the customer experience.
Your main responsibilities will be:
1. To drive innovation and continuous improvement within the customer experience function.
2. Identify opportunities to enhance performance, safety, and customer satisfaction.
3. Lead by example, setting high standards for colleagues and championing the customer journey.
4. Oversee training, development, and performance of the Customer Experience team, including apprenticeships.
5. Manage safety, incidents, and compliance with food hygiene, retail, and operational regulations.
6. Deliver customer experience policies and initiatives, ensuring visible, high-quality service across all touchpoints.
7. Collaborate with external partners and stakeholders to enhance customer engagement and satisfaction.
8. Monitor budgets, participate in safety briefings, and support on-call and safeguarding responsibilities.
About the location
Based within a 60 minute commute of Preston
Working pattern
37.5 hours per week, with on call duties
The Reward
9. Defined Contribution Pension Scheme – We will pay in a minimum of 10% (5% employee contribution and 5% employer contribution) to a maximum total contribution of 20%.
10. Employee Assistance Programme
11. Travel Offers – Free travel on Lumo services and travel offers for bus and rail tickets and Day Rover Rail tickets at a discounted price for friends and family (after 6 months of service).
12. Shopping & Lifestyle Discounts
13. Discounted Gym Membership
14. Employee Share Plans (Save as you Earn and Buy as you Earn)
15. Access to a digital GP 24/7
16. Tax Benefit Bike Scheme
We all belong at "First Rail Stirling". FirstGroup's vision is to provide an inclusive environment for all colleagues, across its group of businesses, 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 a 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, for example, 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.