About the job
Our Customer Experience Team Manager role is for those passionate about customer experience excellence, people development and who have an engaging personality. They have a strong sense of pride in delivering industry leading reimagined travel experience and are accountable for customer experience service delivery through our ambassadorial approach, championing the voice of the customer and customer experience across Lumo Stirling and all its customer touchpoints.
Customer Experience Team Managers lead and develop colleagues in the delivery of the Lumo Stirling customer proposition through a high-profile, visible management style. They will work collaboratively with a can-do attitude, always seeking opportunities to optimise commercial performance and enhance customer experience, promoting the reputation of our business with our customers, stakeholders & partners at all times so that our customers can ‘Travel Well'.
Customer Experience Team Managers will lead teams of Customer Experience Ambassadors, coaching & developing colleagues, undertaking on call duties and acting as role models for the Customer Experience Ambassador team.
When required, they will undertake duties of a Customer Experience Ambassador, acting as Brand Ambassadors, delivering a dedicated, high-profile engaged presence across all on-train customer touchpoints so that our customers can ‘Travel Well'.
As a Safety Critical colleague, they will undertake emergency procedures when responding to an on-train emergency.
Customer Experience Team Managers will work collaboratively with a can-do attitude, always seeking opportunities to delight the customer and enhance their customer experience, promoting the reputation of our business with our customers, stakeholders & partners.
About you
1. You are an inspiring and hands-on leader with a passion for delivering exceptional customer experiences. You thrive in fast-paced environments, leading by example and creating a positive, can-do culture within your team. With strong people management and coaching skills, you empower others to achieve excellence, taking pride in developing performance, safety, and service standards that consistently exceed expectations.
2. You have a keen eye for detail and a proactive approach to problem-solving, ensuring every customer interaction is handled with care, professionalism, and attention. You're confident in investigating incidents, implementing improvements, and driving compliance with operational and retail standards.
3. Innovation excites you — you're always looking for ways to enhance the customer journey through creative ideas, digital tools, and teamwork. You embrace collaboration, champion company values, and take every opportunity to “delight” customers, particularly during times of disruption.
4. With your strong leadership presence, safety awareness, and commitment to excellence, you ensure that every journey reflects the company's vision and values — helping every customer to Travel Well.
Your main responsibilities will be:
5. Lead, motivate, and develop the Customer Experience Ambassador team, fostering a proactive, customer-focused culture aligned with the company's Vision and Values.
6. Act as a visible role model, championing excellence in customer experience, safety, and performance through coaching, mentoring, and competence management.
7. Monitor and maintain performance standards, taking action where required to ensure consistent delivery of outstanding service and compliance with safety and retail regulations.
8. Investigate accidents, incidents, and safety events promptly, implementing recommendations to manage risk and prevent recurrence.
9. Drive innovation and continuous improvement by engaging in work improvement initiatives, digital solutions, and community partnerships to enhance the customer journey.
10. Ensure adherence to catering, hygiene, and TSA retail standards through regular audits and monitoring.
11. Support effective customer communication and engagement, particularly during disruption, ensuring Passenger Information During Disruption (PIDD) standards are met.
12. Provide on-call customer experience support, attend safety and development meetings, and perform Customer Experience Ambassador duties when required.
13. Actively promote the company's Mission, Vision, and Values across all customer and stakeholder interactions, ensuring every opportunity to delight customers and help them “Travel Well.”
As a minimum, you will need to have:
14. Level two food hygiene certificate and the relevant training to carry out food preparation.
15. A1 assessor qualification (or equivalent), or working towards, and/or a training qualification, or working towards.
16. Train Operations Liaison Officer (TOLO).
17. IOSH qualified.
18. Minimum of two years management of on train safety critical competence.
19. Experience of leading a team in a Customer Experience environment.
About the location
You must be located within a 60-minute commute of Newcastle upon Tyne
Working pattern
37.5 hours per week
The Reward
20. 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%.
21. Incentive Scheme/Bonus of up to 10% of your annual salary
22. Employee Assistance Programme
23. 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).
24. Shopping & Lifestyle Discounts
25. Discounted Gym Membership
26. Employee Share Plans (Save as you Earn and Buy as you Earn)
27. NEXUS – Tyne and Wear Metro Discount
28. Life Assurance Cover 4 x your annual salary
29. Income Protection Scheme
30. 25 days annual leave plus bank holidays
31. Access to a digital GP 24/7
32. Tax Benefit Bike Scheme
We all belong at Lumo. 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.