Customer Services Director

Location: Milton Keynes

Role Summary: To design and deliver the overall customer service and operations offering of the company. Key elements of the work will be to lead on our corporate objective of setting a new benchmark for customer service, develop and implement the operational concept for each phase of the programme including the operational delivery and control methodology and lead on industry systems integration.

Day to day you will:

• Be accountable for customer service delivery to align with the Company’s customer vision and to realise our corporate objective of setting a new benchmark for customer service. This includes owning the relationship with the customer, providing a whole journey focus, considering the links to the local community and wider transport networks and driving an improved quality of service
• Make sure that customer experience is at the heart of our operational activities
• Own the operational relationship between Network Rail and East West Rail Co
• Take responsibility for the realisation of the transport and community benefits on which the business case for the East West Rail scheme is based
• Be accountable for ensuring that EWR meets or exceeds industry best practice with respect to safety, sustainability and innovation in the delivery of customer services/ railway operations
• Define and lead the operations delivery strategy
• Establish and manage the customer services/operations procurement processes and activities including the delivery of the required rolling stock
• Establish and manage the necessary commercial and contractual relationships that underpin the railway operations
• Establish and own the entry into service strategy baseline and manage control change, governance and approvals within delegations of authority
• Deliver cost, risk and schedule management for the Customer Services directorate
• Engage with the programme delivery team to integrate the capital delivery and operations strategies
• Take responsibility for industry systems integration to ensure that industry wide risks and issues are clearly defined and successfully managed to support successful commencement of services
• Be accountable for the development of processes, definition of system requirements and management of associated data related to customer services.

Apply if you have:

• Experience in leading the design and delivery of exceptional customer service
• Experience in managing cross industry relationships to successfully deliver operational outputs
• Knowledge and experience in the design and management of operational contracts
• Strong business and commercial awareness
• The ability to effectively organise and staff a team, and complete work in a matrix organisation
• Experience of delivering innovation in a customer services/operational environment
• Knowledge of resolving and escalating risks, issues and conflicts as necessary
• Experience in undertaking operational/entry into service reviews
• Excellent communication, relationship management and presentation skills
• The ability to work within a complex stakeholder environment
• Degree or equivalent (preferable)
• Professional membership of an appropriate industry body or equivalent (preferable)

N.B Job descriptions have been abbreviated for this advert – Full job specifications will be sent via email for more information and a detailed application pack please telephone <phone number removed> or send an email to <email address removed>