VACANCY: Area Customer Service Manager (North East)

SALARY: Circa 30K plus benefits


Grand Central is a rapidly growing open access train operator linking the North East and West Riding with London. Grand Central is part of Arriva UK Trains (AUKT), which has a diverse portfolio of train companies currently operating across Britain including CrossCountry, Chiltern Railways and Arriva Trains Wales, and ambitious growth plans.   We are one of the UK’s leading Train Operators, as recognised in the industry-wide National Passenger Survey. This year we topped Which Magazine’s passenger survey, with a customer satisfaction rating of 76%, the highest score achieved by a train company in the last four years.

An exciting opportunity has arisen for an Area Customer Service Manager to become part of our  team.

Reporting to the Planning and Performance Manager at York, you will be the interface with station and supplier stakeholders (Network Rail, TOC’s etc) and offer support to the Grand Central Senior Management Team with regards contractual, customer service, projects, planning and performance issues surrounding operations along our line of route.

You will have the resilience to work alone in the field, but be used to liaising closely with colleagues at all levels of seniority. Strong communication skills, agility and resourcefulness are a must, and you will thrive in a fast paced yet supportive environment. 

The role offers a competitive salary and holiday entitlement, along with other benefits including an optional health insurance scheme, pension scheme, free travel on Grand Central services and concessionary travel on Arriva Group rail services.

The post is located at our Head Office in York, but the post holder will need to have a flexible approach to the role as it will involve frequent travel along the East coast, and the undertaking of operational on call duties. 



  • Good standard of education (A level A-C or above)
  • Experience or knowledge of railway operations
  • Experience of working in a customer service role, with demonstrable excellent customer service skills
  • Experience of working with Network Rail, other TOC’s, contractors and external stakeholders
  • Demonstrable experience of planning and implementing projects


  • Experience of managing KPI’s surrounding budget and business performance
  • Experience of auditing quality standards

Closing date – 29th November 2015

If you would like to submit an application speculatively, please complete the below form and e-mail to No agencies or CVs please.