Lead the way in Customer Readiness and make a difference at Avanti West Coast! 

Are you passionate about enhancing customer experiences and ready to take on a leadership role in a dynamic environment? Join us at Avanti West Coast as a Customer Readiness Delivery Manager, where you'll be the customer ambassador for the TriLink programme. You'll coordinate and deliver engineering work propositions, ensuring minimal impact on our network and exceptional service for our passengers.

The Customer Readiness Delivery Manager is responsible for the ambitious customer facing readiness requirements in relation to engineering work blockades. You will lead as the customer ambassador within Avanti West Coast for the TriLink programme.  This role focuses on supporting customer experience teams by coordinating and delivering engineering work propositions while minimizing the impact of such work across the AWC network.

This role can be based in Birmingham, London or Preston.

Key Accountabilities:

• Scope and Coordinate: Customer handling requirements driven by engineering work affecting frontline duties before, during, and after blockades.
• Collaborate: With local management, trade unions, and colleagues to facilitate customer needs on-board and at stations during periods of disruption.
• Manage Staffing: For customer handling activities, ensuring adequate resources including AWC colleagues, event hosts, and agency staff.
• Communications: Work with the communications team to ensure effective customer messaging and retailing approaches aligned with TriLink blockades.
• Customer Focus: In train planning and traffic handling, considering rail-to-rail and rail-to-bus interfaces.

Who we’re looking for:

• Knowledge of Managing Teams: Managing a customer-facing team and its interface with other business departments.
• Understanding Customer Requirements: Requirements in a rail business, including customer journey mapping.
• Readiness Principles and Project Delivery: Applying readiness principles for successful project delivery and tracking action plans.
• Coordinating Large Groups: Coordinating large groups with diverse opinions and perspectives.
• Building Relationships and Project Plans: Building strong cross-functional relationships and designing and delivering project plans with accountability.

Please our role profile for more information

Benefits: 

• Final salary pension
• Free travel on Avanti West Coast for you/spouse/partner/dependents
• Privilege Travel card (75% off other train operators fares for leisure travel)
• 30 days holiday rising by 1 for every completed year of service to a maximum of 37 days (inclusive of bank holidays)
• 10 free journeys on other First Group Train Operators

At Avanti West Coast, we value the differences that make each of us unique! Avanti West Coast recognises the benefits of building a diverse workforce and employing people from diverse backgrounds, which includes their race, religion, age, gender, gender identity, disability and sexual orientation.

Everyone who joins Avanti West Coast becomes part of our close knit team. We're committed to ensuring that Avanti West Coast is inclusive, a place where people are encouraged to be themselves, and not an edited version to fit in. A place where differences are welcomed, recognised, accepted and put to good use!