Are you looking for your next challenge, combining your experience of customer insight and how to embed that into action across the organisation and support decisions being made? Have you got a passion for managing our Contact Centre, giving first class customer service, managing the customer experience and technology supporting our customer travel information? Yes then read on
Our new Head of Customer role will bring your expertise and leadership to develop and deliver at pace, our new customer experience strategy to increase and diversify how people travel across, through and around Greater Manchester. Changing behaviours, so that more people move from the car to bus, tram, walking and cycling, by making the experience better across every touch point.
Who are we?
Transport for Greater Manchester delivers the transport strategy and commitments for Greater Manchester. We keep Greater Manchester moving and thriving, by working with bus, tram and train operators, managing 'Key Routes', making walking and cycling safer, supporting GM's economy, reducing transport related air-pollution and investing for the future. We help keep Greater Manchester a world-class city region!
We're now facing critical challenges. Since Covid, fewer people use public transport. We need to change this by adapting and developing our products and services to better meet the needs of our communities, businesses and commuters. This will help GM to breathe easier, work more effectively and play better whilst giving us the critical revenue needed to keep investing for the future and developing services for today. Greater Manchester is leading the way in public transport, taking buses back under local control and more is planned to improve rail across our city region. There has never been a better time to join TfGM.
Your Role
As our Head of Customer you will be focused on customer strategy, customer culture, customer service, engagement, insight and customer information. You'll need to understand the diversity of our current and potential customers, while engaging politicians, local communities and businesses within TfGM areas. Keeping your eye on other organisations and sectors to ensure that we are always innovating and driving continual improvement and best in class experiences. Your extensive customer strategy experience, putting the customer at the heart of organisations and driving operational and cultural change off the back of insight. You should have demonstrable experience with technology in a customer space and how it can be used to improve the customer experience and save costs. You could come from any sector with high volume/low cost transactions, often based on non-price factors - quality, convenience, comfort, safety, reliability etc, and a smaller range of products or services, with clearly defined competitors, although travel information experience would be an advantage.
For more info see Job Profile below.
What you’ll bring
What you do and how you do it is important whatever type of role you work in at TfGM and even small behaviours and actions can have a really big impact. At TfGM, our behaviours bring to life our values of Deliver, Care and Adapt.
Key experience and skills will include:
Customer strategy experience based on choices around a wide range of non-price related areas (and some price), primarily B2C high volume/low cost transactions.
Managing change in a contact centre, including delivering technology improvements.
Embedding insight across organisations, using evidence, market insight and research.
Excellent relationship and partnership skills, to put the customer at the heart of the organisation.
Experience of customer information, across different channels including printed and digital.
Good experience of a digital offer and using technology to enhance the customer experience and reduce costs.
Travel information knowledge of real time data systems would be an advantage.
A passion for the wider social and economic impact of this role
What we can offer you
A permenant role with a salary of £85,244 - £95,945 per annum depending on skills and experience.
At TfGM we encourage candidates to discuss flexible working options at any stage of the recruitment process.
Our benefits include:
- 28 days holiday per annum (plus bank holidays)
- Flexible and hybrid working options to promote and support a good work/life balance
- Free bus, rail or Metrolink travel to and from work within the Greater Manchester boundary
- Local Government Defined Benefit Pension Scheme which includes life cover of 3x your salary and options to increase your pension contributions
- Commitment to learning and personal development and upskilling with reimbursement of professional fees, where essential to the role
- We promote good physical and mental health and can provide additional support to staff via our employee assistance programme when required
What's next?
If you believe you have the skills and experience required, we’d really like to hear from you. To apply please submit your CV and also provide a covering letter providing clear examples of how your experience meets the requirements of the role, all appointments will be based on merit. Our short-listing process is anonymised, so please do not include your name or contact details on either of these documents. If any personal details are included these will be visible to the hiring manager.
TfGM is proud to be an equal opportunities employer that encourages and celebrates diversity. We want to recruit and retain a workforce that reflects the communities we serve and welcome individuals from all backgrounds by committing to providing a fully inclusive and accessible recruitment process. We will offer support and reasonable adjustments if required and we also have a Guaranteed Assessment Scheme which you can find out more information on here.
For this opportunity, you must be able to prove you have the right to work in the UK - if in doubt please visit the following link Employers' right to work checklist - GOV.UK (www.gov.uk). Please note we are not a licensed sponsor.
Please note we may close the advert early if we receive a high volume of applications.
NOTE TO AGENCIES we will be accepting direct applications only for this role. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral CV.
Role profile
Calculate your take home pay
Use this service to estimate how much Income Tax and National Insurance you should pay for the current tax year.
Plan your public transport journey. Navigate Greater Manchester and beyond with Transport for Greater Manchester’s journey planner and additional travel resources. Plan a journey | Bee Network | Powered by TfGM
