Closing date: 3 October 2024
Salary scale: £29,923 - £37,572 per annum
What is the purpose of this job?
Passenger Assist is the reservation system that enables passengers to request and book assistance when travelling by rail. The Passenger Assist Improvement Programme seeks to improve the system and service, by working with RDG’s technology provider and train operating companies to deliver enhancements. The focus for Phase 5 is to centre on improving the customer experience with the main aim of a more accessible railway for all.
The purpose of this role is to support the Business Relationship Manager (BaU role) by ensuring clear and proactive communication with internal and external stakeholders, including TOCs, Contact Centres, and passenger panels.
What can I expect to do in this job?
Responsibilities include coordinating programme updates, organising feedback sessions to capture stakeholder perspectives, and integrating stakeholder views into programme initiatives and decisions. Reports into the Business Relationship Manager.
Stakeholder Communication and Coordination
1. Assist the Business Relationship Manager in acting as the primary information conduit between the PA team and TOCs / Contact Centres (CCs).
2. Manage relevant communication channels with TOCs such as the Newsletter, among others.
3. Coordinate logistics for group sessions, including preparing slides and other presentation tools.
4. Support the organisation and facilitation of User Groups, ensuring coherent and effective communication to gather feedback and address concerns.
5. Support in organising in-person kick-off meetings with TOCs to share scope of specific roadmap items and other key information.
6. Support regular meetings with passenger and customer forums to validate requirements and ensure feedback is integrated into customer-focused solutions.
7. Own and manage the Ideas Log, collecting and analysing insights from stakeholders to inform future product improvements and features.
TOC and CC Support
1. Ensure TOC feedback is properly documented and included in the feedback tracking mechanism, accessible to all TOCs.
2. Identify and communicate requirements for TOC readiness, facilitating the implementation of the PA toolset and future proposed functionality.
3. Support the readiness team in producing relevant materials, training plans, and communication plans for new functionality rollouts.
4. Field TOC and CC queries, ensuring timely and accurate responses.
5. Resolve routine issues and escalate more complex problems to the Business Relationship Manager.
6. Input TOC/CC requirements for future items into the Ideas Log.
Risk Management and Information Provision
1. Assist in producing the TOC Risks Log.
2. Support the development and implementation of mitigation strategies for identified risks.
3. Help define and capture information required to understand the current and future business landscape.
Who will my key contacts be?
* Business Relationship manager
* Senior stakeholders within TOC Organisations.
* Group sessions (support)
* User groups (support)
* Customer engagement panels, when required (support)
Minimum Requirements:
* Risk Management, experience in managing and maintaining RAID Logs.
* Knowledge on stakeholder management.
* Able to provide written and verbal communication at all levels.
* Experience of pulling together reports, presentation material etc.
* Data analysis.
* Proficient in Word, Excel, PowerPoint etc.
* Able to deal with ambiguity at times whilst working under pressure and to deadlines.
* Is used to using own initiative to be proactive in anticipating needs, both internally and externally.
Benefits:
* 30 days annual leave
* 75% reduction on UK rail travel (for work and leisure)
* Reduced international rail travel
* Interest-free season ticket loan
* Contributory defined benefit pension scheme
* Give As You Earn scheme
* Subsidised private medical care
* Healthcare cash plan scheme
* Employee Assistance Programme scheme
* Flexible working
* 30 weeks full pay for maternity, adoption and shared parental leave (subject to eligibility)
* Personal Development Days
* Employees may sell up to a maximum of five days’ leave. Employees can buy up to a maximum of five days’ leave. These figures will be pro rata for part-time employees.
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