Area Customer Services & Performance Manager
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Position Overview & Specifications
Location
Derby, GB
Department Name
OA Area Customer Services EM (901035) G4
About Network Rail
Our passengers and freight users are at the heart of everything we do. We help connect people to their friends and families and get goods to their destination safely and efficiently. We're an organisation where people matter. Watch our video to find out more!
About our people and the recruitment process - We're an inclusive employer of choice and we welcome applications from everyone!
We encourage our colleagues to work flexibly, as we know traditional working patterns don't always fit. If you want to consider working flexibly, just let us know and we'll do our best to help and invest in your career with us, whilst you have a healthy work life balance.
We're also a Disability Confident Leader employer and we'll try our best to adapt the process and offer a reasonable alternative to help support people with disabilities access, apply and interview for roles.
Brief Description
Management of customer interface and performance delivery within the area on behalf of all Train Operating Companies so that their targets are met and transparency of progress on improvement actions is available to external stakeholders.
About the role (External)
Key Accountabilities
1. Lead the Performance Improvement team within the joint partnership performance structure on East Midlands Route, and own customer facing activity with the TOCs aligned to the Route Director.
2. Act as the focus for all day-to-day contact within the area for all external and internal stakeholders represented in the Route so that customer performance delivery issues, including asset, operational, customer, external and seasonal issues, are addressed.
3. Manage customer concerns proactively by taking account of them and in consultation with other departments take corrective action as necessary, thereby achieving the best possible level of customer satisfaction. Facilitate performance improvement meetings to achieve this.
4. Work in conjunction with other members of the Joint Performance Team to lead performance improvement activity.
5. Monitor operational and maintenance activity to ensure it is focussed on delivering customers’ needs.
6. In conjunction with the Performance Manager, identify and analyse performance trends and implement the subsequent improvement opportunities.
7. Drive ‘in the line’ 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.
8. Monitor progress and report on business performance improvement initiatives. Monitor and report on a programme of assurance, work quality and asset condition checks. Compile periodic reports and analyse trends. Make recommendations to address issues that require management action.
Job Skills, Experience and Qualifications
Essential
- Qualified to degree level or equivalent
- Experience in management roles in an industrial commercial environment
- Customer focussed and able to persuade others to action
- Strong inter-personal skills
- Strong all round analytical and numeric skills
- Strong commercial awareness
- Knowledge of railway operations
- Project Management Skills
Desirable
- Previous experience which demonstrates effective team leadership
- Comprehensive knowledge and experience in the railway business
Closing date: 18th April 23
Drugs and Alcohol Standard:
Our Drugs and Alcohol Standard is changing as of 16.01.2023. All prospective candidates who have not been offered a conditional role by 16.01.2023 will be required to undergo and pass a drugs and alcohol test. Your application will be rescinded if you record a positive test. All positive drugs and alcohol test results for prospective candidates will be securely held on Sentinel database and a 5 year suspension from applying for a safety critical role, a role which requires PTS certification or a Key Safety role on Network Rail Managed Infrastructure will be enforced.
You can visit Evenbreaks Career Hive for advice on accessibility support if you're unsure of the options available. Should you require any reasonable adjustments/modifications, please add a note to your application.
Candidate Selection & Onboarding Process
Application & Resume Screening
Submit your tailored CV/Resume directly to the talent acquisition portal.
Technical & Competency Interviews
Virtual interviews with the hiring manager and multidisciplinary team.
Formal Offer & Benefits Negotiation
Written agreement outlining compensation, equity, retirement vesting, and relocation allowances.
Onboarding & Corporate Integration
Equipment provisioning, team orientation, and commencement of duties.
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