Customer Experience Controller (Talent Pool)

Great journeys start with great people
Here at LNER, we’re shaping the future of rail on one of the UK’s most iconic routes. From our high-speed Azuma fleet, redefining long-distance travel, to our next generation of trains, Serenza, this is a moment of real transformation for LNER. We’re investing in cutting-edge technology, sustainability, and most importantly our people, to deliver outstanding experiences for our customers. There has never been a more exciting time to grow your career with LNER!

What do we have on offer?

Reporting to the Duty Customer Experience Manager, the role of Customer Experience Controller (CEC) is to manage the Customer Experience team’s interface with the Service Delivery Team working in partnership to ensure the consistent delivery of the on-board proposition and environment.

You will provide operational information to the CX management and front-line teams, ensuring key issues impacting service delivery are communicated effectively and mitigations implemented. 

Leading the co-ordination and implementation of contingency plans for the on-board teams, inclusive of manpower resource allocation during service disruption and out of hours. 

You will proactively manage the resolution of issues / defects which impact the customer experience on board, providing information and follow up with key stakeholder(s), ensuring all issues are progressed through to completion within agreed timescales.

Acting as first line response for food safety and on-board hygiene issues, ensuring that immediate measures are implemented to control the risk and resolve the issue.

You will also have the opportunity to provide Cross Cover for the Customer Information Controller  (CIC) as part of the Service Delivery Team.

What will you be involved in?

• Working within the Service Delivery Team, manage the resolution of service delivery issues ensuring the full on-board experience is maintained.
• During times of disruption manage the allocation of front-line staff to services in partnership with the General Management and Service Delivery teams.
• Working with Engineering, ensure that trains in service are correctly prepared and in full working order to enable the entirety of the on-board customer experience to be met.
• Coordinate movements to ensure sets removed or entering service are prepared accordingly through effective notification of requirements to all parties.
• Facilitate the recording of absence from duty for front line teams, working with line managers and rostering team to ensure the on the day vacancies are covered.
• Work with the Fleet Planning, Hitachi Maintenance and Catering Teams to develop and implement service delivery improvement plans.
• Undertake training as required to continually develop skills to enhance the role of the CEC. 
• Engage regularly with internal customers through site visits and meetings as required to fully understand the challenges and reality of their working environment.
• Provide real time information to the front-line teams and managers of issues and contingencies arrangements implemented as a result.
• Provide real time management of the LNER food safety policy including the food incident and product recall protocols.
• Provide real time reporting / communication of accidents and incidents ensuring immediate actions are taken to mitigate against risk. Assist with effective investigation of accidents on board through liaison with maintenance control to ensure that equipment is inspected, and the results of all inspections are conveyed to the investigating manager.
• Facilitate the defect management system as it applies to the On-Board environment, managing faults to achieve compliance with reporting requirements, priority arrangements and the agreed timescales for repair.
• Provide the Catering Team with information to enable reports to be built on operational issues which impact service delivery e.g. set swaps, defect management, food hygiene.
• Work with the Shared Support Centre to ensure all product and equipment requirements are met, including changes to the offer as a result of out of course situations.
• Work with the Service Delivery Team and Engineering teams to ensure that customer experience is the key decision influencer, ensuring any issues which impact on the customer experience are resolved quickly and safely. 
• Work with the cleaning provider to ensure the On-Board standards are maintained.
• Influence the management of set swaps to achieve the protection of the on-board offer, ensuring commercial and customer experience principles are applied.

What do we need you to be?

We are looking for focused and flexible people, able to balance safety and customer service at all times.

We would like you to have…

• Knowledge of the On Board / Service Delivery operation would be desirable.
• The ability to create and enhance processes to support the seamless delivery of the On-Board operation
• A high degree of computer literacy with ability to create and maintain accurate data records and interpret data into management reports
• Excellent communication skills both verbal and written as you will be responsible for issuing route messages to a wide audience
• The ability to remain calm and make logical decisions working in a fast paced, pressurised environment.
• A desire to learn and embrace change through delivering new initiatives and consistently reviewing tasks to ensure they add value.
• Evidence of positively managing stakeholder relationships and influencing decisions and outcomes.
• Managing business resilience through the successful completion of training and competency accreditation to enable cross cover on multiple desks as the business and Service Delivery Team requires, deployed on a needs basis. This role is required to hold competency on the CIC desk.

Could this be your next exciting career move?  What are you waiting for It’s time to update your CV & click ‘apply’.

We look forward to reading over your application.

You’ll enjoy

• • Free travel on LNER, plus 75% off other companies’ tickets (for you and your dependants).
  • Discounted international train tickets (after one year’s service).
  • 50% discount on LNER tickets for friends and family.
  • Generous pension scheme.
  • Annual cycle to work schemes/electric vehicle scheme.
  • Discount, savings and cashback scheme from top retailers.
  • Health and wellbeing schemes and discounts.
  • A host of training opportunities to help further your career.
  • Rewards and awards to recognise when you shine.

Life at LNER
We’re on a mission to become the UK’s most loved, forward-thinking, and responsible train operating company in the UK. This means making a real difference by doing the right thing for our customers, our people, and the communities and destinations we serve. Together, we’re shaping the future of rail travel through our passion, our innovation, and our extraordinary people. Our people are at the heart of everything we do. We’re committed to creating an inclusive and engaged culture that supports everyone at every stage of their journey. This means that when you’re with LNER, you can truly be yourself—and it’s why so many of our colleagues choose to stay and grow with us.

• • Diversity and inclusion – We are passionate about building a diverse and inclusive workforce that reflects the communities we serve. We actively create opportunities to inspire and attract diverse talent to join LNER. We are committed to supporting all candidates, so if you require any adjustments or assistance at any stage of the recruitment process, please let us know.
  • Developing our people – We’re creating a learning culture that enables our people to be the best they can be. We support development and career journeys with the right tools and resources, aligned to our people priorities: readiness for Great British Rail, the future world of work and strong, people focused leadership that delivers for our people, customers, and business.
  • Health and wellbeing – To 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.  

Disclosure and Barring Service (DBS) check 
At LNER, safety is our top priority. If your application is successful and you’re new to the business, we’ll carry out a basic DBS check as part of our pre-employment process. This is only takes place once a conditional job offer has been made. The DBS check looks for any unspent convictions and conditional cautions under the Rehabilitation of Offenders Act (ROA) 1974. If there’s evidence of an unspent conviction or a conditional caution, the details of these will be reviewed internally by a cross functional panel on a case-by-case basis before a final offer of employment is confirmed. Please note that in some cases, this may result in an offer being withdrawn. Further information on how we collect and use this data is available on our privacy notice. 

Medical screening 
We’re a safety conscious business, so when joining LNER in any role you’ll need to pass a medical screening and a drugs and alcohol test before we can confirm an unconditional job offer. For safety-critical roles, a safety-critical medical will also be required. Our Talent Team will be on hand to guide you through the process and will send you a medical questionnaire by email. Once complete, this will go directly to our in-house Health and Wellbeing team who will contact you to arrange a convenient location, date and time for your medical appointment. We currently have clinics in Kings Cross, Doncaster, Newcastle and Edinburgh. The sooner we can do it, the better, so please try to be flexible with your availability. Once your medical is approved, we’ll finalise any last details and look forward to you joining the team!

How to apply 
We have fantastic opportunities for people from all different backgrounds, so now is the time to join the team at LNER.

Click ‘Apply Now’ and start your journey here!