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Head Of Customer Service Delivery

3 months ago

York, York City, United Kingdom LNER Full time
Why LNER?
We go beyond. For everyone. Our vision is to be the most loved, progressive and responsible way to travel for generations to come. Now we're looking for the people who can deliver this, every day.
Since we took over on the East Coast mainline, we've been changing the face of rail travel. Our new Azuma train has brought faster journey times, more space and greater reliability. Our exciting plans to embrace new ideas, experiences, backgrounds and ambitions make this the ideal time to join.
Bringing passion. Being bold. Always caring. Owning it. They're the values that make us LNER.
What you'll be doing?

As LNERs Passenger Assist Service Delivery Manager you will report into the Accessibility & Integrated Travel Manager and you will be responsible for ensuring LNER is prepared to deliver the day-to-day passenger assistance service that we operate, ensuring our customers receive the required assistance they need at all points in their journey.

You will love working with people as you will need to work collaboratively across the business to identify strategic opportunities to improve our service reliability.

You will be the go-to person for Passenger Assist data and its analysis to help us plan for the future, ensuring we learn from our mistakes and take steps to prevent them happening in the future.

So what will you be responsible for?
Assistance data

You will be responsible for all data relating to passenger assistance across LNER, providing the business with data to assist with decision making and continual improvement initiatives.

You will be key to providing a continuous narrative around Passenger Assist for the business, giving clear updates on how demand is changing and where we are also providing best practice.

You'll be providing data to assist with reporting into the DfT, both publicly as part of LNER's services agreement and also in relation to any ad-hoc requests
Support stations with data

Working with the station management teams, you will provide information related to Passenger Assist volumes to ensure they have visibility of the demand and reliability of the service they are responsible for.

You'll also be seeking out opportunities for continual improvement, ensuring these are delivered route-wide across all our managed stations.
Pre-empting risk

You'll monitor and report on upcoming Passenger Assist demand data and trends to help the business identify peaks and risk points where more resource might be required.

You'll investigate and develop an understanding of any areas of the Passenger Assist system that are not being used correctly or to their optimal benefit and build in plans to address this all to ensure that LNER maintain a great service delivery to Its customers.

Rail Delivery Group Passenger Assist system

Working with the IT team you will support with the management and release of updates to the internal Passenger Assist system, being ready for all updates and ensuring the Accessibility Engagement Manager has the information needed to brief all users.

You will be responsible for the "business as usual" Passenger Assist system administration, making sure all who need access to it, do so.

Where faults arise relating to the system, you'll manage and coordinate the issues taking swift action to remedy them, ensuring these are clearly communicated and understood by all across LNER.

Where periods of outage do occur, you'll make sure there are adequate processes in place for maintaining a reliable service for our customers.

Passenger Assist During Disruption

During disruption we need to provide a great experience for our customers so you will be developing a baseline for the current business management of Passenger Assist during disruption to understand where we currently deliver well and where there are risks and gaps in our processes.

Using this you will create a strategy that aligns to various local disruption plans to ensure stations can effectively manage Passenger Assist during service disruption while minimising the risks of failure as much as possible.

Failed assistance

Working with our Senior Customer Relations Manager and other Train Operating Companies, you will support with overseeing the investigation process used by the business for when passenger assistance fails, providing data when needed to support any relevant investigations.

Once learnings have been found, you will ensure any actions are cascaded and acted upon at a local level, sharing these across the route to drive continual improvement for all LNER stations and prevent further recurrence.

What you'll need.
Proficiency in Microsoft Office
Previous experience with Tableau/Alteryx or similar systems and to be able to adapt to use this system to develop usable dashboards
Advanced computer literacy skills
Experience handling large amounts of data and translating into reportable information
Ideally has previous experience in a customer service environment.

What you'll get:
Free travel on LNER + 75% off other companies' tickets (for you & dependents)
Discounted international train tickets (after one year's service)
50% discount on LNER tickets for friends & family
Generous pension scheme
Annual cycle to work schemes.
Discount, savings and cashback scheme from top retailers.
Health & wellbeing schemes and discounts
Host of training opportunities to help further your career.
Rewards & awards to recognise when you shine.

What we believe:


To be the most loved, progressive and responsible train operating company, we must make a meaningful difference – always doing what's right for our customers, our people, the communities and destinations we serve, the future of the industry we lead and the environment we cherish.

We know that our people are the beating heart of everything we do.

We are committed to creating an inclusive, engaged culture that supports everyone at every stage of their journey – and ensures that when you're at LNER, you can always be you.

No wonder most people never want to leave
Diversity and inclusion

We are passionate about creating a diverse and inclusive workforce, representative of the communities we serve, and are creating ways to inspire diverse talent to join LNER.

Developing our people

We are focused on creating a learning culture, to support our people to be the best they can be at work by providing them with the tools and resources to navigate their development and career journey.

Health & wellbeing

To create a culture where our people can perform at their best, the physical health and mental wellbeing of our people is of paramount importance to us.

What next?
As we say, we have fantastic opportunities for ambitious people from all sorts of different backgrounds, so now is the time to join the team at LNER – without delay
Start your journey here #J-18808-Ljbffr