Area Customer Services & Performance Manager - Secondment Opportunities!
About Network Rail
We get people where they need to be, whether they are commuting to work, visiting friends or family, or going for a night out. We make millions of lives better every day and have a vital job in driving the economy and prosperity of the nation! Over the coming years we will be building and improving crucial rail links between the country's biggest cities, making our services faster, more comfortable and more reliable for the people who rely on us. We're also changing our organisation to put the passenger at the heart of everything we do, to make our people even prouder to work for us and to be recognised as a true leader in our industry. In joining Network Rail, you're not only joining an organisation with a vital role to play for the country, but also a team of more than 40,000 people, and a business dedicated to being one of Britain's best employers.
Brief Description
There is an exciting opportunity to join us in a role that is vital to our success. We are looking for an Area Customer Service & Performance Manager to join our team. As the Area Customer Service & Performance Manager, you will oversee interactions between Network Rail performance delivery functions, Train Operators, Freight colleagues and regulating bodies, to deliver train service delivery for East Coast route. Your role facilitates the identification of performance improvement activities, ensures that targets are met and that progress on improvement actions remains transparent to external stakeholders.
We have two secondment opportunities available:
12-month secondment
6-month secondment
About the role (External)
Role and Responsibilities may include but are not limited to:
1. Lead the area customer services and performance team and own the customer facing activity with the TOC aligned to the Area Director.
2. Act as the focus for all day-to-day contact within the area for all external and internal stakeholders represented in the area so that performance delivery issues are addressed.
3. Own the management of customer concerns proactively by taking account of them and in consultation with other departments, ensure corrective action is taken and reported as necessary, and communicated to customers through a regular meeting drumbeat.
4. Liaise with operational and maintenance colleagues to ensure their activity is focussed on delivering performance outcomes aligned to agreed performance targets.
5. Compile periodic reports and analyse trends, identify insights that aid recommendations which address performance issues and implement the subsequent improvement opportunities.
6. Drive action plans by liaising and building relationships with all key internal and external industry partners to develop an overview of performance improvement activities. Measure the effects of these schemes, providing advice on priorities as necessary as well as feedback and updates to internal and external stakeholders.
7. Monitor progress and report on business performance improvement initiatives and assurance work.
Are you?
Experience in management/team leadership roles
Customer focussed and able to persuade others to action
Strong facilitation and inter-personal skills
Strong all round analytical and numeric skills
Experience of process/performance improvement
Project management skills
Do you have?
Comprehensive knowledge and experience in the railway business
Formal process improvement qualification such as Lean/Six Sigma
Your health, wellbeing and benefits
We believe that safety and performance go hand in hand and this doesn’t just mean safety on the railway! We are committed to the wellbeing of our employees and believe, that should come first. We provide access to support services such as our employee assistance program to help you with finances, family, health and wellbeing. In addition to this, we offer excellent benefits, are sensitive to work-life balance and encourage our employees to use their 5 volunteer days for their favourite causes.
We have a range of benefits including:
* 28 days annual leave entitlement.
* My benefits – Our discounted online shopping site.
* A range of discounted offers including, childcare vouchers, Healthcare offers – cycle to work, healthcare club discounted membership and other benefits.
* Subsidies of up to 75% on rail and underground season tickets.
* A range of pension schemes.
* 2 weeks paid reserve leave for our Armed Forces community.
What Diversity and Inclusion means to us
‘Diversity’ means recognising differences between people while valuing the contribution they make. ‘Inclusion’ means creating safe and welcoming workplaces with fair cultures that encourages innovative and fresh ways of thinking. Our aspiration is that the behaviours and actions that support diversity and inclusion will come from the conviction of everyone here at Network Rail – making diversity and inclusion a conscious part of how we run our business throughout Britain.
Disability Confident Leader
Network Rail is an accredited Disability Confident Leader. This means, where a disabled applicant meets the essential criteria for any of our vacancies, they will receive an interview.
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