Customer Delivery Director

Transcription

1 Customer Delivery Director Employer: Reporting to: Department: Transport for Wales Rail Services Chief Operations Officer COO Job Purpose: Lead and direct the Customer Delivery area to create and maintain a culture of continuous improvement throughout the company and oversee the stations, conductors, at seat catering, facilities management, event delivery, revenue protection and cleaning activities such that the TfW system is operated in a safe, effective and efficient manner at all times. Responsible for: Staff responsibilities Direct: Stations, Conductors, Catering, facilities management, cleaning with responsibility for planning, forecasting and maintaining resource levels. Indirect: cleaning, facilities, revenue protection (this will become direct when revenue protection project is fully implemented), ticket office, this post has influence over all staff in the Customer Delivery as well as operations Directorates. Main Working Relationships: Act as the focal point with TfW Rail Operations on customer delivery and related comms, Events delivery, Revenue Protection, Cleaning, Facilities and SQR response. Working closely with the COO team and other directorates. Safety critical post (Y/N): Key safety role (Y/N): N Y

2 Job Purpose Lead and direct the Customer Delivery area to create and maintain a culture of continuous improvement throughout the company and oversee the stations, conductors, at seat catering, facilities management, event delivery, revenue protection and cleaning activities such that the TfW system is operated in a safe, effective and efficient manner at all times. Leading the Customer Delivery structure for TfW to achieve set train performance targets and providing a safe and reliable service for our customers that maximise the requirements of Schedule 7. Providing strong operational and safety leadership as well as a robust framework for management activity that clearly details responsibilities and relationships. This includes having the right people organised to lead the operation, the right processes to direct those people, and the right communication and information flow to and from the control centre to ensure the service is delivered effectively. This role is primarily accountable to ensure that the minimum levels of staff coverage and quality is always maintained for all service levels and putting in place plans, contingencies, mitigations and communications in the event of degradation. This position is accountable for the delivery of operational performance improvement, customer service, revenue protection, operational safety, service delivery, cleaning and local command and control for events, resource efficiency, operations response, managing operations competence, station management, facilities, trade union negotiations, and maintaining and or exceeding the required levels of the Service Quality Regime (SQR). This is a senior operations management on-call position requiring strong leadership, cost efficiency and solid communications and engagement in the delivery of the organisation's strategic plan as well as possessing the knowledge and experience to deputise for the Chief Operations Officer and other directors within this directorate. This senior service delivery role leads the team covering a 24/7 multi location operation, which will require flexibility on days and hours worked to ensure the strong service performance and communications is maintained. This position will have day to day responsibility for the implementation of Customer Services initiatives and projects within the Grant Agreement (GA) to drive a focus on frontline service delivery across the railway to improve performance in all areas aimed at delivering overall service delivery and customer satisfaction to the highest possible level.

3 Role Responsibilities/Accountabilities Principal Accountabilities Lead the strategy within area of responsibility aligned with the wider business goals. Challenge and drive the operational and customer service areas of the business to ensure that day to day running of the TfW services is conducted in a safe, high-performing and cost-effective manner. Implement and maintain a lead role with regard to competence management, including recruiting, training and development, monitoring, recording, reporting and reviewing the process. Establish challenging performance, targets and drive operational performance improvements, revenue protection, facilities and cleaning standards throughout the operational area of the business. This will include developing and implementing plans to target performance improvement in all areas of Customer Delivery. Drive the implementation of a Customer Service culture and related initiatives to create a strong focus on frontline customer service delivery across the TfW operation, which is aimed at improving overall customer satisfaction. Lead and manage the Customer Service area, its services and operations to meet the required aims and objectives of the directorate including customer focus and experience improvements and reform. Work collaboratively with third parties including NR and other transport operators ensuring that they do not create unacceptable performance, business or safety risks for TfW. Provide hands-on leadership to direct reports and extended team to ensure a consistent application of standards, values and continuous improvement. Deputise for the Chief Operating Officer, The Operations Director, The Planning and Performance Director, The Director of Customer Integration and the Operations Readiness Director. Work collaboratively with all internal teams, particularly the senior roles within the COO and Executive directorates on all activities to support the operations and other business areas. Produce reports and presentations and represent the organisation for client, stakeholder and customer visits. Design and implement best practice initiatives that deliver cost benefits. Manage and drive investigations, audits and inspection reports and subsequent corrective actions. Ensure operational on-call coverage and flexibility regarding hours and days of work. Drive and deliver continuous improvement and transformational change. Lead on road transport operational response on-site at stations Work closely with the Director of Customer Integration on the planning and seamless integration of change and projects onto the railway

4 Lead multi-faceted team of station staff across designated region to improve the Customer Environment (e.g. cleaning of stations) and to ensure customers are assisted (e.g. ticketing, station access, gate line coverage) Nature & Scope This position is a senior management position and a member of the senior management team; thus the nature of the role is strategic with a responsibility for good governance of the business. The scope is wider than the immediate responsibilities of Customer Delivery as it has a significant impact on the wider business activity. Decision Making This post has responsibility in TfW for service operations and Gold On-Call decisions. Assignment, Review & Approval of Work Performance feedback and assessment will be provided by the Chief Operating Officer. Controlling Work Performance Responsibilities Develop and motivate your staff to help them perform to their best ability. Identify and manage poor performance. Review staff performance through the performance appraisal system and set structured objectives after consultation.

5 Knowledge, Skills and Experience Essentials Proven leadership and excellent people management skills are essential to this post along with the ability to deliver objectives both personally and through others. Experience in operations management including contingency planning and coordinating interface arrangements with other transport and venue operators. Experience and knowledge in managing a large workforce including building and maintaining competency and delivering business objectives. Values/ behaviours Strategic pillars 1. Zero Harm 2. Operational Excellence 3. Think like a Customer 4. People and Leadership 5. Value for Money 6. Partnership 7. Social Responsibility Proven management capability demonstrated at a senior management level in a large-scale customer focussed business, with proven skill in improving the customer experience, performance and service delivery. Strong business planning and commercial acumen, with strategic thinking and problem-solving skills for the development and implementation of strategies, outcomes, plans and policies. High level stakeholder management skills for the facilitation of internal and external consultation, communication and negotiation. Proven ability to resolve industrial relation issues and conflict with demonstrated capacity in alternative dispute resolution. Documented extensive experience at senior management level in a railway operations environment with particular knowledge and experience of railway operating principles, contingency planning, security and safety standards. Experienced in command and control activities, including senior operational on-call for operations and the organisation, and the provision of communications throughout TfW, OpCo, InfraCo, NR, emergency services, authorities, venue operators and the wider transport industry. Proven capability to manage effectively in a multi-disciplinary operational environment. Experience at a senior management level of negotiation with trade unions on pay, hours and working conditions. Experienced budget manager including a good knowledge in event costing and resource levels planning. Possess good analytical and planning skills and the ability to communicate, influence and present ideas and arguments at all levels, both written and oral including presentations, radio, and media interviews.

6 Sound operational and financial planning skills and the proven ability to problem solve, audit and review effectively to ensure cost effective management. The Jobholder must hold a full current driving licence Confirmation I can confirm I have read, understood and accepted the above Job Description: Name of Employee: Signature of Employee: Date of Signature:

7 SAFETY ROLE PROFILE 1. Safety Level: Please enter Yes or No as applicable in each box. Safety Critical Post Key Safety Post Personal Track Random Drug & CIRAS Safety Required Alcohol Tests N Y N Y Y 2. Medical Standard of the post: Please enter the relevant Medical Standard level as per the requirement of CP Medical Fitness Medical Standard Required: 3. Record of Safety Briefing for Post Holder: Post Holder s Signature Manager s Signature Briefed by (Name and Signature): Date: 4. Key Safety Responsibilities Take reasonable care for your own health and safety and that of others who may be affected by your acts and omissions Co-operate with your employer on health and safety Correctly use work items provided by your employer, including personal protective equipment, in accordance with training or instructions Not interfere with or misuse anything provided for your health, safety or welfare Exercise good housekeeping of your working environment Job Specific Safety Responsibilities Cultivate and promote a strong safety culture within your department. Provide a safe system of work for your staff at all times. Ensure all staff under your control are trained and competent for any role or task that they undertake, and that competent supervision is provided as necessary. Monitor the safety performance of your area and take corrective action where it is required. Ensure that all staff under your control are aware that they have a duty of care for the safety and welfare of themselves, their colleagues, contractors, customers and all others who may be affected by their activities. Ensure that the workplace environment meets the company s safety standards.

8 5. Safety Training, Competencies and Safety Publications Safety Induction Fire Training Alcohol & Drugs Policy Briefing Rules, including Personal Track Safety Awareness Emergency Evacuation Diversity Training Security Procedures Emergency Arrangements Procedures Strategic Response Category Parameters for Role Out of hours attendance/exceptional duty/ travelling required Yes On-Call responsibility Yes Director on call Completed Copy to: Personal File in HR Hard Copy signed by all parties Job Holder - Hard Copy signed by all parties Safety Assurance Manager Electronic Copy Line Manager Name: Signature: Date: Individual: Name: Signature: Date: For official use only: HPS Points Grade Date