Governance & Reporting Manager

4 weeks ago

London, Greater London, United Kingdom FirstGroup Full time

Who are we?

South Western Railway (SWR) operates over 1,500 services each weekday across the network and employs more than 5,000 people. We provide easy and convenient mobility, connecting people and communities in South West London, southern counties of England, and the Isle of Wight.

Join our team and help us continue to improve quality of life, by bringing people together to get the most out of life.

SWR is part of FirstGroup, the largest rail operator in the UK and second largest bus operator in the UK outside London. FirstGroup operates services throughout the UK and Ireland, with over 30,000 employees providing services that make travel smoother and life easier. FirstGroup works hard to reduce its impact on the environment, introducing cleaner and more environmentally responsible methods of transport.

About the job

Own the business overview and reporting of CX activities associated with the National Rail Contract (NRC) both internally and to the DFT to ensure opportunities for achieving the maximum PBF are attained. Facilitate the governance required to ensure all business areas of the CX Directorate are delivering against the expectations of the NRC.

Your main responsibilities will be:

  • To provide an overview of all Customer Experience Business Plan to ensure tracking against time and quality is achieved.
  • To report on the progression of the Business Plan commitments in a professional and structured manner, internally and to the DFT.
  • To report (as required) on the period by period progression of the CX requirements within the NRC, closely collaborating with internal stakeholders on what and how to report.
  • Report on project progress to steering groups, board members or other forums as required, involving collating feedback from project team members as appropriate.
  • Act as the custodian of the Customer Experience visualisation process, seeking to continuously improve the way information is shared and to look for efficiencies between this process and the reporting frameworks .

As a minimum, you will need to have:

  • Ability to create reports and effectively articulate the positive activity within the CX Directorate, with excellent attention to detail and sensitivity to confidential information.
  • Ability to build positive/constructive relationships across the business
  • Skill in building and maintaining relationships with external stakeholders
  • Excellent communication and influencing skills
  • Confident user of standard IT packages (essential) and reporting software (desirable), experience of improving data collation and reporting through automated systems.

About the location

Overline House is conveniently situated overlooking Southampton Central Station and is easily accessible by public transport. The station is very local to West Quay, a hub for retailers and restaurants, and provides an excellent link between London, Coastal areas and the Isle of Wight.

South Western Railways HQ is based on the 4th Floor at South Bank Central, a stone's throw from the River Thames and a 10 minute walk from our busiest station, Waterloo. It is local to many well-known attractions, restaurants and retail facilities and is easily accessible by public transport.

Working pattern

Working an average of 37 hours per week over 5 days

Business hours, Monday – Friday.

Some tasks may be assigned through line manager as and when required which will require flexibility to working standard pattern.

We all belong at SWR. FirstGroup's vision is to provide an inclusive environment for all colleagues, across its group of businesses, ensuring all candidates have an equal opportunity to access meaningful employment.

We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.

We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.

We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.

If you require additional support to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.

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