Duty Customer Experience Manager (1120)

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.

In this role you'll:

• 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

What we're Looking For:

• 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

Apply today and help us deliver excellence across every journey.

Benefits and Rewards

Travel Benefits (discretionary):

• Free zones 1-6 Oyster travel card, for you and another person who lives at the same address
• 75% discount on all UK rail travel, and some international services

Pension: You will be automatically enrolled into our excellent pension scheme. After two years, you will have the option of joining our defined benefits scheme

Star Hub: A dedicated online benefits platform for retail and entertainment discounts

About Us

GTS values its workforce, offers career progression and provides a platform to grow and develop.

We aspire to set a new transport standard for the UK, moving people and connecting communities better than anyone else. We are making long-term improvements to our network and creating a better service for our customers. We are a trusted operator with proven experience and have a mission to enable our employees to reach their full potential.

We welcome applications from a diverse range of candidates regardless of background, disability or gender and are committed to creating a workforce as diverse as the communities we serve.