Customer Services Director

We're looking for someone special to join us; a visible and inclusive leader who motivates and involves their team. You will lead a busy day-to-day operation, and build great partnerships across the business, transport industry and with trade unions. Ultimately, it's about getting everyone to think customer and safety first and creating memorable experiences for customers.

It's important to us and the industry that we challenge the way things are done, the industry is on a transformational journey so you will need to be brilliant at influencing and getting people on board (no pun intended) with our vision and ambitions!

So, what is the role? The role is Customer Services Director (CSD) for Thameslink & Great Northern (TLGN). We're a large business with a strong customer brand. Here's some of the things that we are incredibly proud of…

• Govia Thameslink Railway (GTR) is the UK's largest train operating company and runs the Thameslink and Great Northern brands, as well as Southern and Gatwick Express
• We have a brilliant team of around 7,400 people, we manage 239 unique railway stations and deliver a huge 24% of all customer rail journeys in the UK
• Since 2015, we've partnered with the Prince's Trust to support over 200 people aged between 18-25 to gain skills and work experience, with 160 now in permanent employment with us
• We were named a top 100 Apprenticeship Employer in 2022
• In 2022 we became the first company in the transport sector to achieve the UK's National Equality Standard
• We're passionate about supporting local communities and help fund eight Community Rail Partnerships across Great Northern, Southern, and Thameslink

We need to make sure we're the right fit for each other. More about what we need:

• A dynamic leader with a high level of emotional intelligence who can focus resources and teams on strategic and bottom-line impact
• Understand and evaluate the impact of customer related initiatives
• Be ready to revitalise our customer offer
• Very comfortable managing in an operational environment - your remit would cover nearly 1,500 trains a day, delivered by a workforce of almost 1,000 customer service employees across over 100 railway stations - from King's Lynn to King's Cross and Bedford to Brighton
• Ready to take on a highly rewarding role in a high paced, high pressured environment

Is this job talking to you? We welcome interest from everyone. The rail industry is striving to attract more leaders who are female, ethnically diverse, and disabled, who represent the customers and communities we serve.

We welcome senior candidates with transferrable sector experience. It's a brilliant role and we would love to hear from you.

We offer a competitive salary and some great benefits including: free travel across the GTR network, a 75% discount on other train services, including the London Underground, a final salary pension scheme, and healthcare benefits.

If you would like to hear more about this vacancy please email Gaynor Holt - Gaynor.Holt@intuitiverecruitment.com.