Meet the Inspiring Customer Delivery Managers at TransPennine Express

There are 35 dedicated Customer Delivery Managers (CDMs) who work tirelessly with one single goal in mind: getting customers to where they need to be. The roles, which are funded by the Transpennine Route Upgrade and managed by TransPennine Express, also help assist Northern Trains with a vast array of tasks to help improve customer experience across the North of England.

Chloe Howard, Cian Ryan, Timothy Hartley

Railway veteran Timothy Hartley, who returned to the railways in October 2022 as a CDM and was recently promoted to Senior Customer Delivery Manager, said: “We are always there to help the customer. We bring positivity, we bring a smile on the job, we create a good atmosphere – it really makes your day to help someone.”

Chloe Howard, who started as Customer Delivery Manager in June last year, said: “No day is the same for me. If I want to be on platforms all day and help customers out, I have the freedom to do so. But if I want to assist passengers, or help fellow colleagues, I can do so as well.”

With the Transpennine Route Upgrade (TRU) and other major projects set to transform the railways in the North in the coming years, the CDM role is becoming an increasingly vital part of TPE. Chloe added: “We bridge the gap between the invaluable customer experience TPE wants to offer, and customers walking into the station looking to take the train to get from A to B.”

Besides the role being crucial to keeping customers informed and on the move, the role is also seen as a terrific way to start a career in the rail industry. 

Cian Ryan, who began his railway career as a CDM and recently started as Service Delivery Support Manager at TPE, credits his time on the platform for his progression: “It was crucial. I was able to learn more about the operational side of the railway and understand the different roles within the company. You work everywhere and get to work with colleagues from these different roles and from all backgrounds."

Chloe also recognised the benefits that such a role has brought: "It has allowed me to learn about the railway, the way it works and its history, which will help me grow in the industry. It has helped me build relationships as well, which has led to multiple opportunities, such as shadowing someone from our Major Projects team."

TPE is currently looking for new Customer Delivery Managers, who alongside Chloe and Timothy, will play a pivotal role in helping customers get to where they need to go.

Timothy added: "It’s a foot into the rail industry – you can create your own career from here. We are always there to help the customer with a smile and customers notice this. They see us on the platforms during disruption, doing our best to get them to their destination.

If you are interested in starting your career in the rail industry and would like to become a Customer Delivery Manager, you can find out more about the role and apply here.

The closing date for applications is Monday 12 February.