Service Quality Regime (SQR ) Manager

Job Introduction

If are you passionate about making great things happen for customers and want to play an important role in improving the service we give to our customers and helping to shape the future of the railway through improving the customer experience then this may be the job for you.

We are seeking a proactive individual with a can-do attitude, keen attention to detail, great interpersonal skills and a strong drive to implement improvements for our customers. Success in this role will come from your collaborative approach working with a variety of stakeholders across inside Southeastern and outside too to identify the interventions for the customer.

The role is essential for the successful delivery of the Service Quality Regime (SQR) and ensuring compliance with Department for Transport (DfT) guidelines and striving to achieve the benchmarks set. As the business expert for SQR, the individual will work closely with various departments to analyse and improve SQR scores, leading initiatives to enhance the overall customer experience.

Next year marks 200 years of this wonderful industry so there has never been a better time to join us and be part of shaping the future of the railway industry.

Take a look at the video below to see what we achieved in 2023!:

Role Responsibility

What will you be doing?

· Lead the execution of the SQR delivery plans, collaborating closely with senior managers and SQR leads to ensure commitment to actions and monitor progress.

· Analyse data and write reports for various audiences to review progress, prioritise plans, and drive improvements.

· Facilitate regular internal and external SQR meetings challenging for a better customer experience at our stations and onboard our trains.

· Work with auditors and mystery shoppers and manage their output.

· Support the business with SQR change projects.

· Partner with key stakeholders to further improve SE SQR practice.

· Connect with the wider Inclusive Customer Experience team and key stakeholders to embed SQR.

· ‘Make great things happen’ for customers and colleagues by evaluating the effectiveness of current operations that impact SQR and the overall customer experience.

The Ideal Candidate

• Strong administration skills including use of Word, Excel, PowerPoint and report writing.
• Demonstrable experience in budget management and financial controls
• Experience in auditing, delivering to specified standards and the ability to work assess information impartially.
• Excellent report writing skills including to business case standard Highly numerate, able to interpret statistical information, track trends etc.
• Experienced stakeholder management skills.

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

At Southeastern, we are all about making great things happen and we are on a journey to create a better, more reliable, sustainable railway. We operate around 1,700 trains each weekday serving Kent, south east London and parts of Sussex – a blend of metro services and longer distance routes including the UK’s only domestic high speed services running at up to 140 miles per hour.

Did you know we are the UK’s largest commuter TOC (that’s short for train operating company) and very soon you will know all the railway lingo. We are proud to serve the South East and every day our 4,600+ colleagues play their part to create better

journeys for our 500,000 daily customers. We have a strong set of values that shape the way we run our business and guide our teams in creating better journeys for our customers.

Our ways of working:

· Think What if

· Show you care

· Make great things happen

SE Trains Limited