Passenger Experience Delivery Manager

Job Introduction

Leading a team of Train Service Managers and Customer Information Managers to ensure the safe operation of the Southeastern train service through leading effective management processes in the Kent Integrated Control Centre. (KICC) for the benefit of the Passenger Experience.

Role Responsibility

• Direct and control on shift Train Service Managers ,Customer Information Managers, Resource Managers (9 staff in total)
• Lead the coaching, development and briefing of your shift by carrying out their PDR review and regular 121s to ensure objectives in line with Southeastern and KICC objectives
• Manage the real time operation of Southeastern train services to benefit the passenger experience. Assess your team in line with the competency framework for each role
• Devise and implement contingency plans ensuring that customer needs, revenue, costs and contractual requirements are optimised
• During train service disruption, ensure that the Train Crew Resource Desks are taking proactive action to reorganise train crew resources to ensure that displaced train crew have a minimal impact on the train service and disruption agents are utilised
• Ensure that adequate documentation is maintained to address legislation, regulations, group standards and Southeastern internal requirements
• Oversee the alterations to rolling stock allocations in real time (on the Genius Systems), to ensure maintenance plans can be recovered
• Undertake Project Management fully and assist as required
• Ensure all Hub stations are fully aware of major train service alterations in their area during disruption to ensure the passenger experience is as best a possible
• Represent KICC on SPIR reviews and act on any Actions given from review for the benefit of all in KICC

The Ideal Candidate

• Thorough knowledge of the relevant geography, including stations and track layouts and services operated by Southeastern.
• Good knowledge of generally available and bespoke IT systems
• Good knowledge of relevant operating, rolling stock, engineering, train crew and station procedures
• Good general education with passes in English Language and Mathematics.
• Assessor qualification desirable or willing to obtain this.
• Ability to create own inputs and influence at a number of levels in the organisation.
• Ability to produce and implement emergency bus and train plans when routes become blocked.

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 4,500 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