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Customer Service Standards Manager
Various locations
Contract type
Service proposition
Closing date

Customer Service Standards Manager


An opportunity has arisen to join the Heathrow Express Customer Services as a Customer Service Standards Manager reporting to the Head of Customer Services



 Overall purpose of the role and key accountabilities


  • Responsible for the delivery and implementation of service transformation initiatives.
  • Own the review and improvement of the ongoing service behaviours and standards to drive consistency and service transformation.
  • Support the Head of Customer Services in implementing change initiatives that support service transformation.
  • Benchmark against industry standards to constantly review best practice in customer service.
  • Provide updated policies and procedures appertaining to ORR and other regulatory bodies.



Technical aspects of the roles


Thorough working knowledge of rail customer service policies and procedures


Top 6 Responsibilities


  • Analyse trends in service standards data, review and improve the standards and based on the trends design and develop and where appropriate deliver initiatives that will drive excellence in customer service. Assess training needs based on trend data and design training content for delivery to improve.
  • Keep up to date with industry best practice in Customer service and work with external experts in benchmarking our customer service delivery to continuously improve to become leaders in customer service. Recommend and deliver initiatives to transform and drive service excellence.
  • Lead initiatives and change programmes that link to business priorities of Service Transformation, Engagement and 'Mojo' to ensure ensure Hex becomes a leading area in "great place to work." Link with HAL's Service Transformation team to optimise benefits of a broader initiative for Heathrow Express.
  • Work closely with the Commercial Team to ensure the commercial team's service visions are implemented and realised within Operations.
  • Provide expertise to design, update and comply with ORR policies and standards for Heathrow Express. Provide link with the regulator on all matters relating to formal and structured policies that give compliance with the industry requirements.
  • Provide support in people management areas to the Customer Service and where appropriate the wider Operations Team. Deliver and implement operational projects that impact customer service delivery.



Our Behaviours


At Heathrow Express, the way we behave is equally as important as what we achieve. Everyone needs to ensure they support our values which guide our decisions in the way we work. Our behaviours show us what good looks like on a day to day basis, and are the everyday demonstration of our values. They include six core behaviours and two leadership behaviours:


Core behaviours:

Work as a team, Focus on results, Look after our customers, Build

relationships, Take ownership, Look for improvements


Leadership behaviours: Drive change and Think strategically



If you think this is the next role for you then we would love to hear from you

.Closing Date for Applications is the 2nd March 2018


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