Customer Experience Manager

Customer Experience Manager

Camden Road/ London Overground network wide

London

Arriva Rail London

Closing Date: 10th December 2025

Arriva Rail London is an industry-leading train operating company, responsible for running the London Overground network under a Concession Agreement with Transport for London (TfL) and is part of the Arriva group.

Here at Arriva, we are on our way to becoming the leading passenger transport partner across Europe, delivering more than 2.2 billion passenger journeys across 14 different European countries every year. We have a vision to help shape a future where passenger transport is the best choice, through digitisation, sustainability, and continuous improvement, we want you to join us at the forefront of the passenger transport industry

Are you an inspiring leader with a passion for customer service and experience in driving excellence in team performance? We are seeking a Customer Experience Manager to lead a dedicated team of Service Delivery Managers and customer experience professionals, ensuring they provide an outstanding passenger experience across our rail network.

As the Customer Experience Manager, you'll play a critical role in overseeing day-to-day service quality, working closely with our teams to uphold the highest standards in customer satisfaction, operational performance, and safety.

This individual will be based at Camden Road but will be required to travel and work across the entire London Overground network.

If you are experienced in leading customer-facing teams, skilled in HR case management, and knowledgeable about rail operations, we invite you to bring your expertise to our team and make a lasting impact on passenger experience across our network.

Responsibilities:

• You will be leading the Service Delivery Managers (SDM's) and other customer experience staff, ensuring that they are focussed on all aspects of customer service delivery by coaching positive behaviours through one-to-one development, providing advice and support to the team to ensure that station employees are working to the best of their ability, providing excellent customer service across the network.

• Ensuring that the customer experience teams are working in line with the contractual obligations under the Rail for London concession, which includes customer service measures, employee communication (particularly throughout disruptions) and management of the KPI regime.

• You will also be responsible for ensuring that all locations, tasks and activities are assessed in line with safety, quality and environment standards, ensuring that remedial action is taken to resolve any identified risks.

• Human resource management for all employees within your area, will also be a key responsibility with the overarching goal of meeting company objectives. This will include recruitment and selection, deployment, local employee relations, employee skills training as well as the management of individual grievances and managing individuals' attendance.

• Monitorisation of all aspects of Ticket Office auditing to ensure that ticket office staff are fully briefed on industry and ARL best practice for ticket retailing.

• You will also constantly engage, consult and negotiate with the relevant unions at a local level, and will follow agreed process of escalation on any failures to agree.

• Leading the operational performance of your area will also be a key responsibility for this role, consistently driving optimal performance through collaboration with colleagues and external stakeholders.

Qualifications:

• The Customer Experience Manager will need to have had experienced of managing a team, working in a face-to-face customer service environment.

• Ideally you will have experience in HR case management and working with community groups.

• Strong understanding of health & safety in the workplace is essential, as well as knowledge of the railway operations.

• Excellent interpersonal skills, with experience of leading, motivating, inspiring and directing a team.

• Experience of working with trade unions is absolutely essential.

Our benefits include:

• Free Travel for you and a nominated person at your address on TfL Network - this alone worth total £5,200 per annum

• Discounts on European rail services after 1 year of service

• Free travel on Arriva branded rail services around the country

• 75% discount off of season tickets on other Train Operating Companies

• Arriva Village – web based discounts on various products/services on the high street

• Employee Assistance Programme – 24hr helpline, covering a multitude of subjects

At Arriva we acknowledge the importance of our people's diverse experiences, talents, and cultures. Embracing diversity and creating inclusion is a key component of our talent strategy. The creation of a diverse, inclusive workforce is central to our ability to unlock potential and enhance our success...

If you require any reasonable adjustments to be made to the application or interview process, please don't hesitate to let us know.