Arriva Group · 8 hours ago
Customer Service Manager Newcastle
Newcastle, CA
Full-time
Onsite
Mid, Senior LevelArriva Group is seeking an experienced and passionate Customer Service Manager for a 12-month secondment or fixed-term contract in Newcastle. The role involves leading customer-facing teams to deliver outstanding service while ensuring safety, operational excellence, and compliance with industry standards.
Transportation/Trucking/Railroad
Responsibilities
Provide clear leadership and direction to all Customer Service Teams, ensuring delivery of business objectives in line with legislation, industry standards, and company policies
Create a positive, inclusive culture where safety and service excellence are at the heart of everything we do
Ensure consistent delivery of excellent customer service across all touchpoints
Drive continuous improvement by identifying opportunities to enhance the passenger experience
Motivate, coach, and develop your teams to help them achieve their full potential
Communicate effectively, recognise success, and foster collaboration across teams and locations
Lead by example in promoting a culture of safety and compliance
Ensure all teams work within the framework of our Safety Management System and help deliver safety improvement objectives
Take responsibility for budget performance and financial compliance, including cash handling and security
Improve efficiency through effective rostering, managing absence, and monitoring performance indicators
Ensure all team members are fully trained, competent, and confident to carry out their roles safely
Participate in the On-Call rota and maintain personal competence as a Senior Conductor/Train Manager
Lead the delivery of excellent revenue protection, ensuring your teams uphold the company’s commercial strategy and customer service standards
Qualification
Required
Experience in motivating, coaching, and developing people through effective communication and leadership
Experience in managing large, geographically dispersed teams
Experience in ensuring operational competence and safety compliance
Experience in delivering consistent, high-quality customer service
Experience in driving productivity improvements and efficient rostering
Strong leadership and interpersonal skills
Excellent presentation and communication abilities
A sound understanding of cash handling, catering hygiene, and operational management
Confidence to challenge existing practices and use data to drive improvement
Company
Arriva Group
Arriva is the leading passenger transport operator in Europe, employing around 36,200 people and delivering 1.5 billion passenger journeys each year, with businesses across 11 European countries.
Founded in 1938
10001+ employees
Funding
Current Stage
Late StageRecent News
2025-07-02
2025-06-13
Company data provided by crunchbase