Service Quality Improvement Manager Bristol
Job description
Who we are: GWR is the proud custodian of one of the most prestigious railway networks in the world. Our services call at over 275 stations. Over the next few years we will be making history with huge investments that will affect all areas of operations, from new trains to stations upgrades and local community support. We aim to transform the way people think about rail travel by setting a new standard and a better experience for our customers. Together we will restore the railways as a very special way to travel; relaxing, fast, efficient, friendly and fun. If you share our passion for the railway then we would love to hear from you. About the role: This is an exciting new role, that will lead and oversee priority projects and initiatives, which will help deliver service quality continuous improvement against service quality excellence station benchmarks. Primarily through influencing, shaping and identifying improvement initiatives the Service Quality Improvement Manager will monitor and review progress. About the job: Working collaboratively with the station management team and wider stakeholders, the Service Quality Improvement Manager will provide governance, insight, and direction to support the delivery of service quality improvement. Main responsibilities will be: To strengthen service quality focus and decision-making within station operations to ensure it is insight-led, informed by meaningful stakeholder engagement. Model the GWR values and leadership behaviours when leading and influencing others to provide excellent standards of service, embracing best practice, innovation and continuous improvement and ensuring compliance with legislative and other requirements including those regarding data protection and health and safety You'll need to be: Are you able to provide technical expertise and knowledge to identify and recommend changes that could lead to SQE improvement in the stations? Do you enjoy facilitating informed decision making by senior managers and contributing to developing service quality strategy? If so, this could be the ideal opportunity for you! As a minimum you'll need to have: Experience of working in a service Quality improvement management role, with a demonstrative track record of driving and delivering outcomes. Experience of functional management influencing colleagues from other teams to successfully deliver priority operational projects and initiatives within a complex and fast paced setting Excellent interpersonal influencer skills, and the effective ability to matrix- influence colleagues from other teams, to deliver agreed improvements in a collaborative way. Excellent stakeholder management skills with the ability to write and deliver complex information to a wide range of audiences, conveying complex information in a straightforward way. IT skills encompassing Data manipulation and analysis and the full range of Microsoft systems, including PowerPoint and Excel. About the location: Paddington, Swindon and Bristol Working Pattern: Flexibility to meet the needs of the business is required in this role. The Reward: As well as a great team environment and comprehensive training, all GWR colleagues enjoy a range of benefits including a competitive salary, pension scheme, free rail travel across the GWR network for you and your family, company-sponsored health care plan and an employee assistance programme. Additional Information: Please see below for the role profile. We all belong at GWR. This is our vision for providing an inclusive environment for all our colleagues, ensuring all candidates have an equal opportunity to access meaningful employment. We value our differences such as age, gender, LGBTQIA, ethnicity, religion and disability. We maintain zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent. We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive. We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details. If you require additional support to complete your application due to a disability or neurodivergent condition such as dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply. https://exceptionalindividuals.com/neurodiversity/ https://www.healthassured.org/blog/neurodiversity/ FirstGroup
