Customer Operations Manager

Customer Operations Room Manager

Based in Lower Thames Street (HQ) EC3 / Station House, Upminster

To lead the strategic development and operational assurance of the Live Customer Operations Room (LCOR), ensuring high-quality support to frontline teams, visibility of live network risks, and continuous improvement across processes and incident response.

• Monitor service trends, identify hotspots, and influence decision‑making across Stations, Service Delivery, Digital and Revenue
• Use data information to spot recurring faults, trends, or station risks; elevate or improve workflows accordingly.
• Line manage LCOR Operators, maintain operator rosters and shift cover, support wellbeing and performance development.
• Build strong relationships with departments (e.g. Revenue, Digital, Asset, Accessibility, SDC etc) to align response and reporting.
• Provide monthly LCOR summary reports to Heads of Department, identifying hotspots, recurring failures, or opportunities for preventative action.
• Lead reviews following major incidents; feed lessons into training, comms, or future mitigations.
• Act as a liaison for third party contractors to handle enforcement issues when needed.
• Act as an escalation point for high‑risk faults, staff welfare issues, or live disruption for the LCOR.
• Participate in second line on‑call rota for Stations.
• Ensure all LCOR activities are logged, trackable and auditable; lead internal audits where required.
• Support initial training and ongoing coaching of LCOR Operators in systems, processes and decision‑making.
• Refine workflows, identify tech / process gaps, and champion smarter ways of working in a live control environment.

• Previous leadership experience within an operational, control room or service environment
• Strong understanding of railway (preferably c2c) station operations and customer risk points
• Proven ability to interpret and act on live data to spot service risks
• Excellent communicator, able to influence departments and shift teams
• Confident managing people in a 24 / 7 shift environment
• Able to write or edit audit logs, incident reviews, and action plans
• Comfortable participating in out‑of‑hours on‑call escalations