Accessibility & Inclusion Manager

Job Introduction

We are seeking an Accessibility & Inclusion Manager to join our team based from our Head Office in London Bridge.

You will be an integral part of the team championing an inclusive customer experience for all Southeastern passengers placing accessibility and inclusion at the heart of everything we do.

Reporting to the Head of Inclusive Customer Experience, the Accessibility and Inclusion Manager will support in ensuring that we deliver our strategy and programmes of work on improving accessibility, inclusion and integrated travel for all our passengers.

Role Responsibility

Some of the key responsibilities of the role are;

• Ownership of a variety of projects ensuring that these are successfully delivered from start to finish, and obtaining support and buy-in from across the business.
• Becoming a subject matter expert in relation to customer accessibility and inclusion and join the team accountable for delivering the compliance aspects of our commitments (under the Accessible Travel Policy and Equality Act 2010), at the same time as championing service well above and beyond compliance.
• Business partner with other teams and colleagues to enable continuous improvement in customer experiences based on real world needs and identified pain points.
• Management of pre-planned projects of work and supporting in the quick delivery of solutions to problems raised by customers, colleagues and stakeholders.

The Ideal Candidate

To be considered for this role you will need to demonstrate the below in your application;

• Experience of delivering projects, programmes and pieces of work against expectations and obligations
• Excellent communication, facilitation and presentation skills.
• Ability to work in an agile way to react to change and respond with solutions in a timely fashion outside of pre-planned project work.
• Ability to act as an internal voice of customers on accessibility and customer experience.
• Excellent interpersonal and engagement skills and the ability to build and maintain effective relationships with key stakeholders.
• Empathy with the customer, understanding of customer experience and roadmap development.
• An understanding of the challenges facing railway service delivery
• Analytical and problem-solving skills.
• Confident in challenging existing ways of working and perceptions.
• Experience of working on the railway or in comparable transport environment in a customer service role.
• Awareness and understanding of relevant legal and industry compliance requirements and aspirations

Package Description

Southeastern recognises the value of every individual employee and offers benefits that reflect this.

As well as a generous salary, we offer an comprehensive benefits package which includes;

• A Contributory Final Salary Pension Scheme 
• Free rail travel on Southeastern and GTR rail services (extends to family members for leisure/educational travel)
• After a qualifying period, reduced rate travel on other train operators, including European services
• Up to 25 days annual leave entitlement (plus bank holidays)
• Private healthcare
• Access to an array of discounts for retail and leisure products through our benefits scheme.
• Family friendly benefits including enhanced maternity/paternity leave, parental leave and carers leave.

About the Company

About Southeastern

Southeastern is one of the busiest commuter rail companies in the UK running more than 2,000 trains, and carrying nearly 600,000 passengers every day between London, Kent and East Sussex.

Just over 4,700 employees - mostly from the communities that we serve - work together to provide this vital service and we are looking to expand our successful team. We have a strong set of values that shape the way we run our business and guide our staff in delivering what our customers need. These are:

• We aim to be the best
• We make the difference together
• We care passionately about our people and our passengers

We are committed to being an inclusive employer, creating a workplace where everyone can come to work, feel safe and comfortable and able to do everything to the best of their ability. Read about some of the great Diversity and Inclusion initiatives our Head of Colleague Experience has been leading on here. 

We recognise the positive value of diversity and it matters to us that our teams reflect the communities we serve. We welcome and encourage applications from people of all backgrounds.

We are also proud to be a WORK180 Endorsed Employer for Women. If you would like to know more information about how we are supporting our employees, you can view our policies and initiatives here.

If you have been unsuccessful in the recruitment process for the same/similar position you will not be eligible to apply for a period of 6 months from that date.

All offers of employment are subject to us obtaining satisfactory references (covering all education, training, employment and unemployment in the preceding 5 years and any previous railway employment). We will also complete right to work in the UK and criminal record checks. This is to ensure we are employing the best person for the role and to protect our customers, colleagues and our reputation. We are unable to offer sponsorship to work in the UK. 

This post will close before the intended closing date should sufficient number of suitable applications be received. Therefore, if you are interested in applying for this role, we suggest that you do so at the earliest opportunity to avoid disappointment.

SE Trains Limited