WHO ARE WE?

South Western Railway (SWR) operates over 1,500 services each weekday across the network and employs more than 5,000 people. We provide easy and convenient mobility, connecting people and communities in South West London, southern counties of England, and the Isle of Wight.

Strategy and Planning:

• Delivers the customer contact strategy based on consistent trusted service delivery, efficiency, cost effectiveness and advocacy.
• lead on introducing new technologies and processes in line with a quality management framework that helps support, guide and coach our people to deliver service excellence across all channels.
• Responsible for influencing the future customer contact / channel strategy for SWR
• Implementation and bringing to life the SWR customer service standards within the Customer Contact Centre.
• Challenge existing practices and identify new and better ways of working to accelerate SWR towards achieving its strategic goals and increasing customer advocacy.
• Accountable for identifying and implementing a strategic plan based on data and digital enhancements to drive performance and reduce the need for customers to contact us.
• Accountable for all day-to-day resource and operational planning of business area, short, tactical, and long term.

Leadership:

• Aligns annual business plan objectives with SWR’s vision and values and creates direction and achievement for their direct reports, updating current business priorities as determined by the wider industry environment.
• Foster a growth oriented, positive, and encouraging environment whilst keeping employees and management accountable for company policies and procedures.
• Leads their teams, holding people to account for their responsibilities by setting clear accountable performance measures.
• Acts as an ambassador for SWR’s vision and values, inspiring others to do so too. Lead and support inclusion and diversity approaches that create a shared purpose in alignment with SWR’s purpose and values, supporting the creation of an inclusive culture where all individuals feel supported to work at their best.
• To motivate and encourage employees at all levels, including but not limited to professional staff, management level employees.
• Coaches, and supports team members to maximise their potential and performance, encouraging their teams to reflect on how their actions drive and reflect the organisation’s culture.
• Working alongside People & Customer strategy teams, influences the development and implementation of training and quality assurance programs for customer service.
• Work closely with HR, L&D and Training delivery teams. Taking responsibility for the ongoing development all levels of contact centre colleagues.
• Manage the overall training and recruitment process for all contact centre roles. Ensuring that we are developing our people, recruiting and retaining talent.

Delivering for our Customers:

• Establishes appropriate performance metrics for the Contact Centre that will drive a continuous improvement in service delivery.
• Creates effective business score cards for the customer contact centre.
• Implements and manages service level agreements for both internal and external providers, e.g. Route 101 for Zendesk.
• Report on progress of initiatives to appropriate steering groups, Executive members or other forums as required, involving other project team members as appropriate.
• Uses customer feedback to continuously improve initiatives.
• Responsible for identifying and developing operational delivery culture, process and performance improvements and efficiencies for the customer.
• Continually develop improvements and embed successful change projects.

Stakeholder Management:

• Representing SWR externally and develop relationships with key stakeholders in other sectors to bring best practice knowledge into the organisation.
• Represent SWR externally in sector groups and in negotiations, networking with external professionals, agencies, and organisations for the benefit of SWR.
• Act as a bridge between departments, balancing the needs and requests of each area and making decisions which are best for the business and customer overall.