Duty Customer Experience Manager

Overview

At GTS, we're redefining the customer experience on the Elizabeth line. We're looking for a dynamic Duty Customer Experience Manager to cover a 6 month fixed term contract to lead frontline teams, support passengers across their entire journey, and uphold the highest operational and safety standards.

You'll be the visible face of the station-motivating teams, resolving service disruptions, and continuously improving service delivery.

Responsibilities

• Set high service standards and lead by example
• Handle disruption and ensure clear, timely communication
• Monitor station safety, cleanliness, and presentation
• Support performance targets and revenue protection
• Work with stakeholders and partners to enhance service

Qualifications

• Strong people skills and a proactive mindset
• Solid operational understanding
• Previous experience in customer facing roles
• Desire to coach, assess and develop teams
• Flexibility to work rotating shifts