Customer Service Professional
TransPennine Express
Huddersfield, Huddersfield
£44,097 per year - estimated ?
NEW
We're TransPennine Express and we're going places. Whether that's helping customers reach their destination, or ensuring our colleagues feel fulfilled and supported in their careers. We're looking for people with drive and enthusiasm to join our amazing team and help push for more progress within the rail industry. We look forward to meeting new faces and eager minds, ready to join our mission of creating a better-connected network in the North and Scotland, for good.
Over the next decade, TransPennine Express (TPE) and Northern (NTL) will benefit from a series of high profile infrastructure projects presenting a challenge to keep our customers moving with as little disruption as possible to their journey. The most notable is the multi-billion pound Transpennine Route Upgrade (TRU) between Manchester and York, but there are also other schemes taking place across our networks.
It is extremely important to TPE, NTL and the wider railway industry that communication to customers is consistent and accurate, keeping people moving when key lines are closed and during unplanned disruption.
Role Overview
To support our wider approach to customer handling, an exciting opportunity has arisen to become a Customer Delivery Manager. The successful candidate will be expected to work at different railway locations across the north of England, communicating effectively with all other front‑line grades, managers, key contractors and, most critically, the fare‑paying customer. Working in a cross‑industry team with other Customer Delivery Managers on behalf of TPE, NTL and other operators, you will act as advocates for the TRU programme, taking the lead in customer management both in advance and during planned disruption to deliver excellent customer service in line with the TRU Customer Manifesto.
Key Responsibilities
* Coordinate customer communication across multiple railway locations.
* Advocate for the TRU programme and manage customer service during planned disruptions.
* Collaborate with front‑line grades, managers, key contractors and customers.
* Act as a customer service leader and uphold the TRU Customer Manifesto.
Qualifications
* Effective communicator, approachable, excellent interpersonal skills, and flexible working hours and locations.
* Experience in a fast‑paced front‑line customer‑facing role within the transport or retail industry.
* Proven customer service experience, able to work under pressure.
* Team player, well‑presented and well‑organised.
* Comfortable working on feet, often outdoors for several hours.
* Good geographical knowledge of the railway system in the north of England.
* GCSE qualification (or equivalent) minimum.
What we offer
* Excellent career prospects.
* Personal development plan.
* Structured training and development.
* Competitive salary paid on 4‑weekly basis.
* Generous annual leave entitlement.
* Free TransPennine Express rail travel for you and your dependants.
* Travel discounts of up to 75% off other train operating companies, plus international rail travel after 1 year of service for you and your dependants.
* Free & confidential Employee Assistance Programme and Wellbeing Portal 24 hours a day, 7 days a week.
* Option to join the Railway Pension Scheme with significant employer contributions.
* Family‑friendly maternity and paternity benefits.
* High street and lifestyle discounts and cycle‑to‑work scheme.
Terms and conditions apply.
Goings places has never felt better!
At TransPennine Express, it's our goal to help people reach their full potential. We offer the opportunity to not just join the transformation of the rail industry, but to lead it. Our values are designed with every team member in mind; whether it's ensuring you feel free to be yourself at work, or encouraging everyone to pull together and support each other. We promise to value our people for the individuals they are.
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