Application Deadline: 18 March 2026
Department: Train Managers
Location: Kirkdale TCD
Description
Job Title: Customer Experience Team Manager
Location: Kirkdale Traincrew Depot
Salary: Competitive
Contract Type: Full Time - Permanent
Hours: 35 per week
Your Journey Starts Here
We are seeking a confident leader to join our team as Customer Experience Team Manager. This is a critical role requiring a confident, influential, and people focused leader who will support our continued improvements in onboard customer experience, maintain high standards of performance and support a positive, collaborative culture at our Kirkdale Traincrew Depot.
About The Role
As a Customer Experience Team Manager, you will be responsible for the day-to-day operational management of our Train Managers, ensuring safe, reliable and efficient delivery of train services. You will provide clear leadership, strong decision making, and effective people management to maintain high levels of operational performance, whilst delivering and improving our Onboard Customer Experience Strategy through effective coaching, assessments, support and leadership.
An element of the role will involve working closely with our Union Representatives. You will need proven experience in professional negotiation, constructive relationship management, and supporting a harmonious industrial relations environment.
Your Day-To-Day
Lead, support and motivate your team of Train Managers to deliver excellent our Onboard Customer Experience Strategy
Work closely with your team of Train Managers ensuring a punctual and reliable train service, reporting delays through our Performance Team
Undertake Customer Experience Assessments of Train Managers in compliance with our Competency Management System
Promote and develop a positive, engaged and inclusive culture across the depot.
Build strong working relationships with Union Representatives and lead negotiations with confidence and professionalism.
Apply People Management Policies effectively, including:
Managing Attendance
Conducting investigations
Leading disciplinary processes
Make timely and effective decisions to support operational delivery, including performance KPIs and business continuity.
Ensure all safety, compliance and standards requirements are consistently met.
Provide visible leadership across the depot, setting clear expectations and driving high standards and levels of engagement.
Provide support to the business during key events throughout the year when required
Build strong, trust based relationships with frontline teams, creating an environment where colleagues feel valued, heard, and confident to speak openly.
Sets and role model a positive, inclusive culture, consistently reinforcing behaviours that promote teamwork, respect, accountability, and safety.
Provide compassionate leadership, demonstrating genuine empathy for frontline challenges and acting quickly to remove barriers to colleagues' wellbeing and performance.
Communicates with clarity and authenticity, ensuring staff feel informed, supported, and aligned with the depot's goals and values.
What You'll Bring To This Role
A strong, confident leader with the presence and credibility to positively influence culture and behaviours.
Holds experience in delivering exceptional customer experience with proven results
Experienced in Union engagement and confident navigating discussions, negotiations and formal meetings.
Skilled in people management, with hands‑on experience managing attendance, investigations and disciplinaries.
Operationally decisive, able to make well‑judged decisions under pressure to support the needs of the business.
An excellent communicator, able to build trusted relationships at all levels.
Resilient, composed and proactive with a commitment to high standards of safety and performance.
Why Choose Merseyrail
Our people are at the heart of our success. We rely on every employee to help deliver the best possible experience for our customers, and that's why we believe in recognising and rewarding great work. When you join Merseyrail, you'll have access to an extensive and competitive range of benefits designed to support you both professionally and personally.
The Benefits Of Being Onboard
Final salary pension scheme
Free staff travel on our network – unlimited free travel on Transport UK train operators and Northern
Discounted national rail travel – 75% discount on other train services across the UK, expanding to Europe after one year of service
Family rail travel – your partner and dependents can also benefit from rail travel passes
Health Shield membership – access discounted health and holistic care services
Access to GP Anytime – speak face-to-face with a qualified GP, whenever you need to
Hapi benefits portal – enjoy savings on shopping, lifestyle and holidays
Wedding celebrations – take an extra day off if you get married on a working day
Employee achievement and long service awards
Involvement in major city events – play a key role in keeping our city moving during major events, working together as one team
What You Need To Know
Merseyrail reserves the right to close this advert early if we receive a high volume of applications. Incomplete applications may not be progressed or given additional time to complete in these circumstances.
Diversity Drives Us
As an equal opportunities employer, Merseyrail particularly welcomes applications from Black, Asian, Minority, Ethnic (BAME) backgrounds as they are currently underrepresented. All appointments will be made on merit of skill and experience relative to the role.
Using AI? Be Authentically You
We understand some applicants may use AI tools to help refine their applications, and that's fine. However, we're most interested in your experience, in your words. Answers that feel overly generic or lack personal insight may be discounted, so please make sure your responses reflect you.