Lead Customer Systems Contract Manager

Who are we

First Rail London (FRL) is the train operating company responsible for running the London Overground network under a concession agreement with Transport for London (TfL). The concession began in May 2026.

First Rail London is part of First Group, one of the leading rail operators and one of the largest bus operators 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.

The post holder will act as the responsible person to ensure the robust consistent delivery of digital assets within the Customer Experience Function within First Rail London. They will be responsible for the line management and delivery of the Asset Management team and ensuring station colleagues have a point of escalation for underperforming assets.

They will be delivering our digital strategy in relation to customer facing assets. They will pro-actively manage the maintenance contracts of our digital assets, ensuring that contractual obligations are fulfilled, or penalties applied.

The post holder will be responsible for the delivery of Telent, Worldline and other third party contractors in relation to tracking KPI penalties as a result of systems failures and escalating where appropriate.

• Act as the subject matter expert on retail related subjects
• Manage and motivate the Asset Management team to support all aspect of customer facing asset delivery.
• Minimise KPI penalties incurred because of SISS, retail systems and gateline failures.
• Responsible for the contractual delivery of Telent to maintain assets across our estate and work with procurement to identify opportunities within contract
• Responsible for the contractual delivery of Worldline for assets at station
• Liaise with control over requirements from the Worldline system and manage contractual delivery of provider in line with this.
• Proactively manage and monitor the CCTV estate and escalating issues where identified with proposals for consideration
• Use data and intelligence provided by analysts' team to identify fault/reliability trends with assets and use this to manage the supplier maintenance contracts.
• Specify digital requirements, identifying improvement opportunities and working with relevant stakeholders to bring these improvements to life.
• Maintain productive relationships with suppliers and contractors to ensure system performance targets are met and any emerging problems are resolved swiftly through robust management.
• Keep staff and managers updated by reporting product developments in an engaging way that translates complex issues into a readily understandable message.
• Provide expertise to line managers and front-line staff for digital assets.
• Provide updates to the Customer Experience management team and wider business on upcoming developments with fares and retailing.
• Work with the peer training and strategy team to create systems related training packages / coaching materials for staff as required.
• Produce and communicate a regular communication that addresses key learning areas, industry best practice and updates working in partnership with suppliers.
• Work alongside Systems Strategy Manager to identify areas for continuous improvement and innovate our approach to customer service system delivery.
• Support the delivery of Infrastructure and Facilities projects
• Alongside L&D and Strategy Delivery Manager, lead the development and content of ticket office training modules
• Coordinate, manage and monitor retail audit reports, track remedial actions and address Improvement areas in partnership with the station team.
• Ensure that ticket offices processes are compliant with the Rail Settlement Plan (RSP) and assist Internal Audit / other functions, where required, to ensure robust processes exist within ticket offices.
• Support and coach the service delivery team on retail processes including surplus and loss policy, error log items and ticket office security.
• Ensure the live projects are following governance and programme management processes – providing necessary project updates and support PMs in their respective governance processes and documentation

• SISS experience
• Contract management experience
• Experience of managing or usingretail systems
• Line Management experience
• Detailed…