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Service Quality Inspector

3 months ago

Chester, Cheshire, United Kingdom Transport for Wales Full time

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 Service Quality Inspector to join our Customer and Culture team, in a role that will take responsibility for conducting formal inspections of stations and trains as part of the Service Quality Regime.


This is a role that helps improve the standards of our customer facing assets across our business, and as a result, raise tangible benefits to our customers.


Responsibilities will include but not be limited to:

  • Visit stations and trains across the network as part of a scheduled plan to carry out Service Quality inspections.
  • Report any Service Quality Faults that arise through conducting the inspections, into the respective Fault Management Systems for stations and trains.
  • Work with the Head of Service Quality to plan the inspection schedules and associated travel plans.
  • Work with the Head of Service Quality, the Service Quality Support Manager, and relevant business functions as appropriate, to assess key issues and trends in areas of noncompliance with the Service Quality standards.

Please note:
due to the nature of this role, extensive travel will be required across the network.

You will receive a free travel rail pass to use across the TfW Network, and will be expected to drive a pool vehicle.



_Essential requirements to be considered for this role: _

  • A full, clean UK driving license is mandatory
  • Good IT skills/knowledge
  • Analytical skills to be able to analyse performance reports and trend analyses
  • Organisational and good time management skills to selfmanage time and travel plans
  • Basic understanding of how standards are managed on stations and trains (Note: this would be part of formal training)
  • A formal auditing qualification is desirable

Welsh Language Skills
The ability to speak/write Welsh is highly desirable, but it is not essential for this role.


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.