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 Manage 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