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My role enables me to champion the voice of the customer and lead the business in the delivery of the customer proposition through a high-profile, visible management style. I work collaboratively with a can-do attitude, always seeking opportunities to enhance the stakeholder experience, promoting the reputation of our Lumo business with our customers, stakeholders & partners, so that our customers can ‘Travel Safe & Well”. Health and Safety play an essential element to every activity and play an integral part of all thought processes. I adhere to strict rules and guidelines, always work with policies and procedures to ensure customers and colleagues travel well fulfilling their expectations. I strive to complete all activities in a timely manner, utilise and develop new skills whilst being punctual and working collaboratively with all colleagues within the team.
Career path
Customer & Stakeholder Engagement Manager, Lumo
Lumo
From 07/2022 to 05/2025Customer Experience Manager
Lumo
From 03/2021 to 07/2022Company
What do you like about your job and the company?
Using an energetic approach to customer excellence, I continually seek fresh opportunities to solve problems and innovate by using and embracing new technology including digital solutions to enhance customer experience and safety; recognising that it is the little things we do that can make a difference. I enjoy being the face of the company and champion all Brand Values, aiding the Customer Experience teams to deliver a first-class service to all and be the best they can be. This mind is taken to everyday decision-making processes to aid in the success of a Travel Operation. Auditing the delivery of the promises and commitments set out within our Customer Experience policies, I seek opportunities to innovate and delight the customer throughout our customer touchpoints by leading or participating in work improvement teams, our One Team approach and rail community initiatives. My role allows me to support colleagues with the knowledge needed to fulfil the travel experience, make those necessary adjustments & communciate to customers effectively during times of industry disruption.
Rowan A
Top Insider Advice
I've always been passionate about helping people, previously before working here I have been a Scout Leader and a teacher in a school. Having these experiences made me sure that I wanted to go into a career which would help people to progress and better themselves. When I went for the Training Officer position I had no prior experience in training but was able to show the passion I had for the job and showcase the talent I had to creating that comfortable, open, and learning environment. So I would say if you've got a passion for a certain area where you want to work then go for it and show your passion.
Claire S
Group Chief Information Security Officer (CISO), FirstGroup
Top Insider Advice
Your professional reputation is about you and will follow you throughout your career, it's important to protect it. Sometimes you may not agree professionally with business decisions or strategy. You should never let an employer feel like you have to compromise your professional integrity to aid your popularity within the company to secure promotions. It is important to check the values of the company you are seeking employment with and make sure they are a good fit for you. Research how others have rated working for the company you are considering taking a position at. Don't always think about the salary, there is much more to it in order to ensure your success and happiness within a company. Ensure you work for a company who value you and will help you develop your professional career and thrive.
Christopher G
Top Insider Advice
Experiencing new things will broaden your horizon and give you things to talk about. This is really useful for life experiences and for discussions at interviews when the time is right to move on. Seek out new opportunities to meet new people and take part in exciting and innovative new projects. Want to try something different from your day job and see if you like it first? Why not do some shadowing or grab the opportunity to go on secondment within the business you're working in? With a secondment this is ideal as it means your original position will be waiting for you if, and when, you decide to return. You never know, a secondment may lead to new doors opening that you never thought about previously!