Service Quality & Experience Manager

Transport for Wales is recruiting a Service Quality & Experience Manager to join the Rail Operations team.

The Rail Operations team will lead on creating a transformational rail service focused on responding to the needs of the people and communities in Wales and its borders that values people’s contributions, takes pride in successes and delivers results.

As part of this team, the Service Quality & Experience Manager will manage a small team overseeing all aspects of service quality delivery, including: performance monitoring and reporting; passenger satisfaction and mystery shopping; adherence to standards/regulations (including Welsh language and the provision of travel assistance for disabled people); and sustainability. The role will include service quality at stations, on trains and through all passenger contact channels. It will cover existing operations and projects introducing new services/processes.

For more information and to apply, please download the job description below and follow the instructions.

Download: Service Quality & Experience Manager.pdf

Closing Date: 10:00am on 29 October 2018

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