Overview

Service Quality Partner – 12 month FTC/Secondment – Monument Place

Service Quality Partner

Purpose of Role:

To support the delivery of any required Service Quality approach / programme / regime by working in partnership with key teams across GTR and working closely with DfT, internal and external stakeholders and relevant suppliers.

The Service Quality Partner will support in the delivery of any required contractual activities including reporting and meetings with the Department for Transport and in activities with any suppliers (e.g., quality assurance and contract delivery).

Through a data-led approach and working closely with relevant GTR subject matter experts (and wider industry partners e.g., other Train Operating Companies) to define root causes and costed plans for improvement areas and to identify best practice for wider application.

Key accountabilities:

  • Develop and deliver customer standards and an underpinning QMS which enables a consistently excellent customer experience.
  • Oversee and maintain a QMS across all its key components, including. Quality Policy & Objectives, Process Control, Document Control, Performance Monitoring & Evaluation, Corrective & Preventative Actions, Internal Assessment and Training & Competence. Working with key partners across the business to define and take timely remedial of continuous improvement action.
  • Across the end-to-end customer journey, utilise all available data and insights to provide a forward-looking, horizon-scanning, cross-industry view to GTR on customer experience opportunities.

Full JD attached

Documents


 

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