Customer Experience Team Manager

Who are we?

First Rail Stirling is a brand-new enterprise and start-up rail operator that runs an exciting long-haul train service crossing the entire country. The serviceruns from London to Stirling, reuniting Stirling with a direct service to the West Coast of England during the day.

We are transforming the way people think about train travel, empowering our team from different backgrounds to make it a great experience for our customers. Together, we will revalue rail as a very special way to travel – relaxing, fast, efficient, and sustainable.

First Rail Stirling, operating under Lumo is part of First Group, one of the leading rail operators in the UK and one of the largest busoperators in the UK. First Group operates services throughout the UK and Ireland, with over 30,000 employees providing services that make travel smoother and life easier. First Group works hard to reduce its impact on the environment, introducing cleaner and more environmentally responsible methods of transport.

Our Customer Experience Team Manager role is for those passionate about customer experience excellence, people development and who have an engaging personality. They have a strong sense of pride in delivering industry leading reimagined travel experience and are accountable for customer experience service delivery through our ambassadorial approach, championing the voice of the customer and customer experience across Lumo Stirling and all its customer touchpoints.

Our Customer Experience Team Managers lead and develop colleagues in the delivery of the Lumo Stirling customer proposition through a high-profile, visible management style. They will work collaboratively with a can-do attitude, always seeking opportunities to optimise commercial performance and enhance customer experience, promoting the reputation of our business with our customers, stakeholders & partners at all times so that our customers can ‘Travel Well'.

Our Customer Experience Team Managerslead teams of Customer Experience Ambassadors, coaching & developing colleagues, undertaking on call duties and acting as role models for the Customer Experience Ambassador team.

When required, they will undertake duties of a Customer Experience Ambassador, acting as Brand Ambassadors, delivering a dedicated, high-profile engaged presence across all on-train customer touchpoints so that our customers can ‘Travel Well'.

As a Safety Critical colleague they will undertake emergency procedures when responding to an on-train emergency.

Our Customer Experience Team Managers work collaboratively with a can-do attitude, always seeking opportunities to delight the customer and enhance their customer experience, promoting the reputation of our business with our customers, stakeholders & partners.

• You are an inspiring and hands-on leader with a passion for delivering exceptional customer experiences. You thrive in fast-paced environments, leading by example and creating a positive, can-do culture within your team. With strong people management and coaching skills, you empower others to achieve excellence, taking pride in developing performance, safety, and service standards that consistently exceed expectations.
• You have a keen eye for detail and a proactive approach to problem-solving, ensuring every customer interaction is handled with care, professionalism, and attention. You re confident in investigating incidents, implementing improvements, and driving compliance with operational and retail standards.
• Innovation excites you — you re always looking for ways to enhance the customer journey through creative ideas, digital tools, and teamwork. You embrace collaboration, champion company values, and take every opportunity to “delight” customers, particularly during times of disruption.
• With your strong leadership presence, safety awareness, and commitment to excellence, you ensure that every journey reflects the company s vision and values — helping every customer to Travel Well.

• Lead, motivate, and develop the Customer Experience Ambassador team, fostering a proactive, customer-focused culture aligned with the company's…