This is a 12 month Fixed Term Contract
Why LNER?
We go beyond. For everyone. Our vision is to be the most loved, progressive and responsible way to travel for generations to come. Now we're looking for the people who can deliver this, every day.
Since we took over on the East Coast mainline, we've been changing the face of rail travel. Our new Azuma trains have brought faster journey times, more space and greater reliability. Our exciting plans to embrace new ideas, experiences, backgrounds and ambitions make this the ideal time to join.
Bringing passion. Being bold. Always caring. Owning it. They're the values that make us LNER.
What you'll be doing
As the Accessibility Delivery Manager, you will be at the forefront of transforming accessibility, inclusion, and integrated travel at LNER. Reporting to the Accessibility Operations & Compliance Manager, you will spearhead the implementation of our innovative strategies and programmes. You'll lead a variety of dynamic projects, ensuring their successful delivery from start to finish, while rallying support and enthusiasm from across the business.
In this pivotal role, you'll manage impactful projects that directly enhance the customer experience, driving the business to achieve excellence in these initiatives. You'll also take charge of monitoring and reporting, crafting insightful summaries, reports and presentations that spotlight key areas for improvement and celebrate our successes.
Beyond managing planned projects, you'll be the go-to problem solver, swiftly addressing issues raised by customers, colleagues, and stakeholders, often in collaboration with the Accessibility Operations & Compliance Manager. Your efforts will ensure that LNER remains a leader in accessibility and integrated travel, making a tangible difference in the lives of our customers.
Key Responsibilities
1. Project Management: Manage and deliver projects that form part of the LNER Accessibility & Inclusion Strategy, as well as initiatives to improve integrated travel on LNER journeys.
2. Commitment Delivery: Support the fulfilment of our accessibility commitments under LNER's services agreement with the Department for Transport, taking ownership of projects from start to finish.
3. Minor Works Programme: Manage and report on the annual delivery of the LNER Minor Works programme, ensuring all projects are completed within budget and on schedule, and meeting our obligations to the Department for Transport.
4. Accessible Travel Policy: Maintain the Accessible Travel Policy programme, ensuring compliance and understanding across the business.
5. Passenger Assist Programme: Support the implementation of the national Passenger Assist Improvement Programme at LNER, maximising the potential of the programme and its tools.
6. Performance Reporting: Maintain and create reporting structures to inform key internal and external stakeholders on our performance on various areas of accessibility and inclusion.
7. Continuous Improvement: Collaborate with the Accessibility Operations & Compliance Manager to identify areas for improvement, introducing KPIs to enhance reliability and learn from experience.
8. Industry Collaboration: Work collaboratively across the industry to ensure efficiency and consistency for customers, representing LNER in various discussions as required.
What you'll need
1. Project Management: Ability to apply professional project management techniques to ensure controlled and effective delivery of projects, programs, and tasks, meeting LNER's expectations and obligations.
2. Agility: Work in an agile manner to react to changes and provide timely solutions outside of pre-planned project work.
3. Influence and Negotiation: Able to influence and negotiate effectively with colleagues and stakeholders across LNER and externally, building effective relationships and acting as an internal voice for customers on accessibility.
4. Personability: Able to be personable and constructively gain support from various areas of the business.
5. Challenging the Status Quo: Confident in challenging existing ways of working and perceptions.
6. Stakeholder Management: Effective management of both internal and external stakeholders.
7. Communication: Highly developed communication skills, both written and verbal.
8. Reporting: Experience in creating and presenting reports to both internal and external stakeholders.
9. Technical Proficiency: Expertise in using the MS Office Suite, ideally including experience of using Microsoft Planner or equivalent tools.
10. Customer Experience: Demonstrable passion for excellence in customer experience.
11. Problem Solving: Excellent problem-solving skills, with a creative approach and a “can do” attitude.
12. Innovative Thinking: Ability to think outside the box to overcome business and industry barriers and blockers, enabling the delivery of an improved customer experience for all customers.
13. Presentation Skills: Excellent verbal and written communication and presentation skills.
14. Accountability: Ability to be accountable and responsible for the delivery of projects and tasks, with a self-reliant approach.
15. Subject matter knowledge: An understanding of the Equality Act 2010 and other relevant requirements and practices would be beneficial.
What you'll get
* Free travel on LNER + 75% off other companies' tickets (for you & dependents)
* Discounted international train tickets (after one year's service)
* 50% discount on LNER tickets for friends & family
* Generous pension scheme
* Annual cycle to work schemes
* Discount, savings and cashback scheme from top retailers
* Health & wellbeing schemes and discounts
* Host of training opportunities to help further your career
* Rewards & awards to recognise when you shine
What we believe
To be the most loved, progressive and responsible train operating company, we must make a meaningful difference – always doing what's right for our customers, our people, the communities and destinations we serve, the future of the industry we lead and the environment we cherish.
We know that our people are the beating heart of everything we do. We are committed to creating an inclusive, engaged culture that supports everyone at every stage of their journey – and ensures that when you're at LNER, you can always be you. No wonder most people never want to leave!
Diversity and inclusion
We are passionate about creating a diverse and inclusive workforce, representative of the communities we serve, and are creating ways to inspire diverse talent to join LNER.
Developing our people
We are focused on creating a learning culture, to support our people to be the best they can be at work by providing them with the tools and resources to navigate their development and career journey.
Health & wellbeing
To create a culture where our people can perform at their best, the physical health and mental wellbeing of our people is of paramount importance to us.
What next?
As we say, we have fantastic opportunities for ambitious people from all sorts of different backgrounds, so now is the time to join the team at LNER – without delay!
Start your journey here
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