Customer Experience Leader

Customer Experience Leader Inverness- Full Time £37,935Inverness StationShift Pattern:
Various Shifts including, Early, Late and Weekend workThe salary stated is for Full Time 35 Hour annual Salary of £37,935 Inclusive Of A £5,067 Attendance Allowance.
Psychometrics Testing for this is provisionally booked for w/c 10/02.Interviews are provisionally booked for w/c 24/02.Why LNER?We go beyond.
For everyone.
Our vision is to be the most loved, progressive and responsible way to travel for generations to come.
Now we're looking for the people who can deliver this, every day.
Since we took over on the East Coast mainline, we've been changing the face of rail travel.
Our new Azuma train has brought faster journey times, more space and greater reliability.
Our exciting plans to embrace new ideas, experiences, backgrounds and ambitions make this the ideal time to join.Bringing passion.
Being bold.
Always caring.
Owning it.
They're the values that make us LNER.
Are you on board?So, what exactly does a Customer Experience Leader do? We're glad you asked! Our Customer Experience Leaders (CEL) are responsible for leading the on board team and the delivery of the on board customer experience standards, in line with the LNER values.
You and your team will be on hand to provide an exceptional and personalised customer experience.
From creating a warm welcome and assisting with luggage to serving tea and coffee our CEL's are responsible for maintaining the comfort and safety of all our customers on board.
Working alongside the Train Manager you'll help to maintain a safe environment, ensuring that bikes, bags and other belongings are stored correctly, and supporting with ticket checks when required.In addition to these responsibilities, alongside the Train Manager, our CEL's support with the leadership and performance of their onboard colleagues.
This means ensuring that your team are clear on their roles and responsibilities, developing their potential and motivating them to provide customers with memorable experiences.
At the same time you'll ensure our cafe bar and the Let's Eat at Your Seat service for our standard class customers is running, with all stock levels maintained and all compliance processes followed.
Think you can manage all of this whilst travelling at 125mph? Then this is the job for you!Do you have what it takes?To make it as one of our Senior Hosts you'll need to:
Be a customer experience professional - you'll be highly motivated, organised and have a genuine passion for working with customers, ensuring that they receive the best possible service whilst on board our services.Be happy to support the Train Manager in leading the on board team to deliver exceptional customer experience therefore we're looking for someone who has leadership and coaching experience.You'll have existing knowledge of ticketing and routes so you can help our customers with any questions they may have.
Have an understanding of revenue and cost targets in order to help drive our commercial performance on board and be able to comply with policies and procedures.You'll be qualified in CIEH Level 2 Food Hygiene or equivalent.
Due to the sale of alcohol, you will need to be aged 18 or over to apply.Finally, you'll need to be flexible - our Senior Hosts are on hand to assist our customers and colleagues early in the morning, late on an evening and over weekends so you'll need to be able to fully commit to working shifts.What you'll get:
Free travel on LNER + 75% off other companies' tickets (for you & dependents)Discounted international train tickets (after one year's service)50% discount on LNER tickets for friends & familyGenerous pension schemeAnnual cycle to work schemesDiscount, savings and cashback scheme from top retailersHealth & wellbeing schemes and discountsHost of training opportunities to help further your careerRewards & awards to recognise when you shineWhat we believe:
To be the most loved, progressive and responsible train operating company, we must make a meaningful difference - always doing what's right for our customers, our people, the communities and destinations we serve, the future of the industry we lead and the environment we cherish.We know that our people are the beating heart of everything we do.
We are committed to creating an inclusive, engaged culture that supports everyone at every stage of their journey - and ensures that when you're at LNER, you can always be you.
No wonder most people never want to leave!Diversity and inclusionWe are passionate about creating a diverse and inclusive workforce, representative of the communities we serve, and are creating ways to inspire diverse talent to join LNER.Developing our peopleWe are focused on creating a learning culture, to support our people to be the best they can be at work by providing them with the tools and resources to navigate their development and career journey.Health & wellbeingTo create a culture where our people can perform at their best, the physical health and mental wellbeing of our people is of paramount importance to us.What next? As we say, we have fantastic opportunities for ambitious people from all sorts of different backgrounds, so now is the time to join the team at LNER - without delay!