Service Quality Regime Manager

Job Introduction

We are seeking a Service Quality Regime Manager to join our team in London for an initial 12 month contract.

Reporting to the Head of Customer Insights, you will manage and deliver the Service Quality Regime for trains, stations and service quality measures in line with DfT and franchising obligations.

You will need to ensure timeliness and accuracy of the programme, maintain high standards of service delivery and ensure rapid resolution timescales and comprehensive reporting requirements are met. 

In addition, you will manage the Audit agency and software supplier on a daily basis to encourage the maintenance and/or improvement of services across the business and ensure that no areas of the network are neglected. This will involve ensuring that both providers collaboratively comply with the requirements outlined in their respective contracts

You will also work with relevant directorates to drive sustainable improvements that reduce reported errors, manage costs effectively and support excellent customer service delivery.

Role Responsibility

The Ideal Candidate

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

• Experience of working in a Service Quality role.
• Knowledge of Service Quality requirements
• Experience of conducting Service audits
• Project management experience
• Experience of producing reports, identifying trends and recommending improvements
• Accuracy and attention to detail
• Ability to work to timescales
• Excellent administration skills including use of Word, Excel, PowerPoint
• Previous SQR involvement for a Train Operator (desirable)

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 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.

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