Job Ref: 212896103

Date: 2020-12-11 16:05:21

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Be responsible to own the contract with the third parties service provider – Network Rail are going through a tender process and you will be responsible for receiving tender submissions, accepting the tenders and processing the tenders.
* Be responsible for assurance and managing the relationship with the regional teams around contact and customer experience.
* Own and lead the customer experience implementation culture programme for Network Rail, setting service standards for routes and functions, working collaboratively to implement new standards of service operation and deliver sustainable behaviour change.
* Build strong relationships with key stakeholders, supporting them to define their customer experience requirements, providing strategic advice and co-ordination of activity.
* Design and lead service training programmes, managing and facilitating multiple programmes across the business that will deliver service culture behavioural change. Develop initiatives to track and improve customer service improvements across the business.
* Manage external agencies as required to drive improved customer service experience, performance measures and implement learnings to drive continual improvements. Providing the senior team with specialist advice on service improvements.
* Use strong understanding of the business' strategic customer experience goals, performance and audiences to provide support to stakeholders and deliver clear and compelling engagement and service improvements to employees.
* Develop, implement and provide ongoing learning and support of a comprehensive change programme to enable improvement and efficiencies across the team.
* Develop and communicate new/amended service training and engagement tools to the team and instigate continual training improvements.
Your experience will include:
Essential
* Substantial experience in customer service culture change
* Excellent training and facilitating skills
* Strong leadership in delivering change programmes to multiple audiences
* Ability to maintain and develop a wide network of stakeholder contacts
* Resilient and calm under pressure
* Time management/prioritisation/organisation skills
* High standards of written and spoken communication

Desirable
* Strong training skills at all levels
* Experience in customer services environment
* Knowledge of the railway industry
* Institute of Customer Service accreditation

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