Head of Customer Ops - Chester, United Kingdom - Transport for Wales

Transport for Wales
Transport for Wales
Verified Company
Chester, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Please note:
Interviews for this post will take place on the 31st of May 2023.

Please note:
This role will cover North Locations where you will be required to

travel around stations across the network

Who we are

Join Our Journey - Together we will Make it Happen
Here at Transport for Wales we are preparing for the future. We will be building new stations, introducing new trains, and transforming the rail network across Wales and the Borders. This brings opportunity - for Wales' economy, and for you.

Our vision is to create a world-class railway that will enable Wales to prosper for generations to come.

But achieving this depends on the quality of our 2600+ people and the environment we create to enable them to succeed.


Role responsibilities


We are currently recruiting for a Head of Customer Operations; this is a critical role within our organisation where you will provide strategic and operational leadership across the Stations function - shaping and delivering a business plan that compliments the TfW vision, whilst delivering optimal operational efficiencies and customer focused decision making, to ensure the delivery of our day-to-day station/interchange operations.


You will embed a culture of continuous improvement, ensuring we have the right people in role to deliver our objectives, whilst striving to empower our people to deliver a customer centric approach, to prepare and position us for the ongoing transformation of the railway.


_Responsibilities will include but not be limited to:_

  • Lead the development of a high performing Stations team, providing clear direction with a focus on delivering operational excellence across our stations and Interchange portfolio.
  • Maintain a collaborative working relationship with colleagues across stations and other operational departments in TfW, including account suppliers, developing a customer focused approach to our service partners.
  • Work with the Customer Ops Director to develop and deliver change programmes across all teams, encourage new thinking to improve Station operations in the customer space. You will constantly review all aspects of the customer journey and every touch point through the station, develop targeted plans to address issues or exploit opportunities to enhance performance and customer satisfaction.
  • Support the multi modal operating model as we evolve, incorporate Interchanges and adopt new ways of working, support integration and ensure our colleagues are part of this journey.
  • Lead on the delivery of our Customer Experience improvement programme supporting a truly excellent and consistent customer experience approach across all our services.
  • Be a visible people champion and role model for innovation and continuous development, keep abreast of bestinclass practice, continuous improvement and support our people to deliver new ways of working.

_Essential requirements to be considered for this role:_

  • Experience of managing change and departmental growth within a busy operational environment
  • Demonstrable experience of improving performance
  • Strong Leadership and People Management experience
  • A strong understanding of the value and revenue drivers of TfW and how good customer experience supports income generation
  • Flexibility to meet the needs of the business

Welsh Language Skills


Transport for Wales Rail Limited supports and promotes the use of the Welsh Language by employees and will encourage them to develop, improve and maintain their Welsh Language skills.

We fully support staff who want to improve their Welsh language skills, and personal development for Welsh Language skills are offered in a variety of ways such as online learning, classroom courses and funding attendance at local community courses.


Equal Opportunities
At Transport for Wales Rail Limited we value diversity. It makes us stronger, helps us understand our customers better, make better decisions and be more innovative. Everyone's different and has their own perspective so we're building a diverse team that mirrors the communities we serve. Through this we're determined to be one of Wales' leading inclusive employers. We're creating an inclusive transport network that everyone in Wales can be proud of.


Next steps


Does this role sound like the opportunity you are looking for? Do you want to find out more? See attached Job Description for further details.

This advert will close at midnight on
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