Customer Experience Coach

Be part of something rewarding, by joining Greater Anglia you’ll be helping our customers get from A to B. With a staff of over 2,500, we operate a busy commuter service from London Liverpool Street to destinations across the east of England.

We have an extremely exciting opportunity within our Commercial Department for two Customer Experience Coaches, one to cover the East part of the network and the other for the West.

Working under the guidance of the Customer Experience Regional Strategy Manager, you will be an advocate for Greater Anglia by delivering the Customer Experience policy, objectives and strategy.  You will use your supportive style to engage and coach frontline colleagues across the region covering all functions. Your strong influencing skills will see you embed the delivery of core KPI’s to enable improvements within the Customer Experience Performance Monitor programme. Your exceptional communication skills will allow you to work in conjunction with colleague development suppliers, learning and development teams, as well as functional managers, in delivering the colleague development programme. You constant drive for improvement and best practice will see you identifying and assisting with the development of Service Diamonds, the delivery of “hands to the pump” & the “in-journey information” programmes.

You will act as a role model for the Inspire Standards of Excellence, influencing and encouraging the correct behaviours across the functions delivery.

If you are an experienced coach with a real drive to exceed customer expectations and who takes great pride in delivering customer satisfaction why not apply today!

If you’re a natural at customer service with a proactive and inclusive approach, come on board.

To succeed in this role we are looking for people who can bring our four behaviours to life in your everyday work:

• Genuine … be welcoming, customer-centric and respectful
• Professional… be solution-oriented, accountable and delivering to promises
• Proactive … be progressive, innovative and decisive
• Inclusive … be connected in your thinking, empathetic and promote diversity

Greater Anglia can offer you a great work/ life balance alongside a generous salary. If learning, developing and growing your career is as important as great benefits such as free travel, pension, family discounts, childcare vouchers and cycle to work scheme, then apply now, and see what we can do for you!