Rail Network Delivery Manager
We have the perfect role for someone who has a passion for customer service, likes to manage their own time and enjoys a high degree of autonomy.
This is a brand-new role that has been put in place to improve visibility of what is actually being delivered to our customers and using this information to champion the voice of our rail users.
Effectively you will be your own boss and your mission will be to improve the customer experience and add real value across the rail industry. The Rail Network Delivery Manager will be our hands-on expert, driving change and service improvement on the front line.
To ensure that we are delivering the best customer experience possible we need someone to be out there living and breathing what our customers experience every day. You will be the eyes and ears of the customer, using data and anecdotal evidence to find out where the issues lie and make recommendations and manage projects to improve them. The majority of this role will involve being out and about, visiting stations and travelling on the network to investigate needs for improvement. Working with the people on the front line will be extremely important in this role as you will need to build rapport with them in order to influence change. You will have a flair for spotting problems and be proactive and solution focused so that we can make effective improvements quickly.
This is not a 9.00am - 5.00pm, Monday to Friday position so to be successful in this role you will need to be highly flexible and manage your hours and working days effectively.
What will you be doing?
- Build strong, enduring multilateral collaborations between rail industry and other transport bodies focused on providing better passenger outcomes
- Lead and deliver integrated transport improvement projects, actively working across the rail industry teams
- Develop and implement processes to assess the delivery of the West Midlands National Rail Contract in support of our obligations to the Department for Transport under the Collaboration Agreement
- Use operational data, real time systems and first-hand observation to obtain, analyse and report on rail network reliability, punctuality and customer service delivery across the West Midlands
- Represent rail at Transport for West Midlands multi-modal operational forums, including monthly event planning and multi-modal operations meetings
- Be the principal contact for West Midlands Rail Executive with the West Midlands Regional Transport Coordination Centre (RTCC) attending in person when necessary
West Midlands Rail Executive (WMRE) is the devolved body with responsibility for working with the rail industry and local authority partners to deliver better rail services in the West Midlands. We jointly manage the West Midlands Rail Franchise with the Department for Transport and actively support the West Midlands Combined Authority and other strategic bodies with their ambitious development agendas.
We're made up of local authorities from across the region, which means that local councillors sit on our board and can make sure the views and issues raised by the local people they represent can steer our plans. Our work is championed by the Mayor of the West Midlands who is committed to delivering a new, golden era for our local trains.
You will be a self-motivated individual who can use your own initiative and work flexibly. Customer service will be your passion and you will be focused, with a keen eye for detail.
It is essential that you are able to articulate yourself well and be able to build rapport with managers, front line staff and our customers.
Positivity, an ability to influence and a strong customer focussed background is essential.
It would be highly desirable if you had an in-depth knowledge of the rail industry though this isn't essential as training will be offered.
Ideally you will be highly analytical and numerate with the ability to interpret and present data in a meaningful and constructive manner.
WMCA is committed to a better connected, more prosperous, fairer, greener and healthier region. This is our vision. We will achieve our vision through living our values which are central to how we work and interact with our wider partners and stakeholders.
We’re a partnership organisation. Our people feel valued and respected, have a can-do attitude and are innovators. We try new ways of doing things, we aren’t afraid to fail, learn from what went wrong and try again. Our people are empowered to be creative and explore and innovate.
We are a “Leaders in Diversity” accredited organisation, are in the Inclusive Top 50 Employers List and are one of The Times Top 50 Employers for Women. As a Disability Confident Employer, we have made a positive commitment to interviewing all applicants with a disability who meet the essential role criteria. We are committed to building a team of people with varied backgrounds and experiences as we recognise that this will only benefit us as an employer, the more inclusive we are the better our work will be.
As an organisation, we will continue to adapt and develop to the opportunities and challenges ahead. We will continue to transform ourselves and our organisation into the best we can be, underpinned by our values and behaviours and everyone contributes towards achieving our vision.
Furthermore, wherever possible we will offer flexible working options which assist work-life balance. We are very happy to discuss a flexible working pattern that suits your needs, so please do not let that be a barrier to applying. If your values align with ours and you’re committed to working towards creating a future we can all be proud of, we want to hear from you.
About your application
The online Application Form you'll be asked to complete plays a key part in our recruitment and selection process. We use the information you provide to decide whether to invite you for an interview. It is important that you complete the Application Form as fully and accurately as possible. You will be asked to upload a Supporting Statement (not a CV) and this should include specific examples which demonstrate how you meet the essential criteria for the role for which you are applying.
If you would like to discuss alternative methods to the online application as a reasonable adjustment please contact the Resourcing Team by email (email@example.com).
16 Summer Lane, Birmingham, B19 3SD. Hybrid working conditions are currently in place which means working remotely and coming to the office when required.
This role will predominantly be mobile and based at railway stations across the Midlands.
Role Profile - WMRE Rail Network Delivery Manager Nov Final.pdf