Delivery Lead –(x2 positions)

Rail Delivery Group/ATOC, Central London

Would you like to be involved in creating the future of rail travel?

We are currently seeking a Delivery Lead (Ticketing) who will drive forward implementation of the national rail ticketing strategy. You will be the key person turning strategy into reality, working with train companies to deliver both technology and change to create a fantastic customer experience.

You will be the kind of person that enjoys the challenge of problem solving, relishes working with lots of different people and can find the solution when others only see the obstacle.

Therefore, we are looking for a professionally qualified, methodical and pragmatic deliverer with a proven track record in solving problems involving multiple stakeholders and partners. If you’re that person, you can help us create the future.

The ideal person will be:

Professionally qualified with a great track record in solving complex problems, a highly methodical and logical mindset but balanced by a pragmatic ability to get the job done. You will be used to working through complex commercial and contractual environments and, ideally, you’ll have experience of a regulatory environment.

If you believe you have the qualities, skills and experience we are seeking, please forward a covering letter, CV and salary expectation to: recruitment@atoc.org.  A full job description is available on request.

The closing date for applications is 13th September 2016.

 

Customer Care Manager (Customer Experience)

Competitive + benefits     Central London

We are currently seeking to recruit a Customer Care Manager within the Customer Experience Directorate responsible for championing change to our propositions for the customer.  Working with the customer champions from each of the four lifecycles, the customer care manager will review feedback from customers, manage the customer stories initiative and then using insight will justify and champion change and communication through the various teams

This is a management post the outcomes of which are tactically and strategically important for the successful development and growth of the function and the Industry. The role supports the strategic objectives of the Customer Experience Directorate and as such,   leads this area in the fulfilment of key department aims and objectives for the customer journey.

Key Responsibilities:

  • Working with the customer champions to analyse customer feedback, from customer stories, social media and other feedback channels and to propose changes to improve the customer experience across the entire lifecycle.
  • Liaise with the Head of Customer Journey – Plan or their nominated lead to get costs and timescales for specified changes
  • Provide the commercial / customer impact assessment of making the changes and gain approval from the appropriate stakeholders.
  • Organise and manage the process of reviewing customer feedback.
  • Create and manage a feedback mechanism with the TOCs for issues and suggestions on their services based on our customer feedback
  • In conjunction with the customer insights team, manage and produce a periodic report of “what our customers are saying”.
  • Manage the project tracking (currently JIRA) to include more than just customer stories and ensure they are all actioned, be that taken forward or closed
  • Work with the customer insights team to underpin any proposed changes with insight
  • Liaise with the Head of Customer Journey – Plan or their nominated lead to set the priority of changes and maintain the customer facing roadmap
  • Work with the Heads of Customer Journey to promote the customer changes across our channels and to provide briefings for the Heads.
  • Create a culture across ATOC of everyone being accountable for the stories, allocate these according and agree deliverables and timescales with individuals
  • Develop an effective reporting process that clearly shows the stages the journeys are in if not easily solved and where/when and from whom support/action information is required.
  • Ensure that the whole team is providing customer stories
  • Represent the customer and drive forward innovation within the customer experience directorate
  • To provide the stories and the answers to the Head of Customer Journey – Explore or their nominated lead for the community section of our channels
  • Work with industry bodies and watchdogs to provide visibility and communications about changes
  • Work beyond the boundaries of the Customer Experience team to engage and capture customer challenges and suggestion

Desired Skills and Experience

We are looking for an individual who is customer focused and has held similar customer supporting roles previously.  Excellent communication and organisational skills are required together with a good understanding of customer facing channel.

If you believe you have the qualities, skills and experience we are seeking, please forward a covering letter, CV and salary expectations to: recruitment@atoc.org

Full job description available on request.

The closing date for applications is 05 September 2016.

 

Administration Assistant – 1 year FTC                                                   

Competitive + benefits     Central London

Do you want to build a career in administration or marketing? Do you have a passion for improving customer experience?  Then this role could be for you.

ATOC is the Trade Association of Britain’s passenger train operating companies, its function being to support and represent its members in their various activities.  ATOC is an unincorporated association owned by its members.  Services provided by ATOC include revenue settlement, impartial retailing, the National Rail Enquiries service and Railcard marketing, as well as leading the industry to deliver an exceptional customer experience.

The following entry level opportunity is available in ATOC’s Customer Experience Directorate supporting the marketing and third party retailing teams.  

On a day to day basis, the role will be responsible for meeting administration, administering budgets, partnership support and ad-hoc marketing support.

With a willingness to assist other members of the team, you will be able to mix routine tasks with new work and learn new skills in the process. Your level of responsibility will increase in time as you demonstrate an ability to complete your work with high attention to detail and pick up new tasks quickly.

Specific requirements include:

  • Excellent organisation skills, ability to handle multiple tasks and prioritise your own workload
  • Enthusiasm and initiative to work in a proactive manner
  • Effective communicator with good interpersonal skills and an ability to deal with people at all levels within the organisation
  • Excellent written skills with a keen eye for detail
  • Good computer skills and experience with MS Word, MS Excel and MS Outlook

The closing date for applications is 05 September 2016.

 

Customer Service Officer (1 year fixed-term contract) x2 positions

Central London - Offering £19,000 - £22,000 (depending on skills & experience).

Do you have a strong customer service background? Are you able to interpret regulations, communicate them to customers, and input data accurately and quickly?

We manage regulated concessionary travel for staff in the rail industry, providing nationwide services for employers and employees, both active and retired, and embracing new technologies as they come on-stream.

We’re looking for a customer service specialist to join our team. You should be keen to help raise the standards of service that we already provide, and contribute to future developments.

Your skills:

  • Ability to listen, analyse what you’ve been told and then find possible solutions within our regulations
  • Excellent writing skills – the ability to adapt your style according to the audience & situation
  • Accurate and fast data input
  • Proficiency with Microsoft Office software
  • A strong team player
  • Proactive, can do attitude
  • An understanding of staff expectations within the rail industry

What we offer:

  • Competitive salary
  • Generous annual leave allowance
  • Contributory pension scheme
  • 75% discount on your National Rail season ticket to and from work plus leisure travel

To apply please send your CV and covering letter to recruitment@atoc.org – in your covering letter, in 250 words or less please also answer the following question:

Please describe a situation in which you had to deal with a difficult customer.  What was the situation, and what did you do?  What was the impact?

The closing date for applications is 13 September 2016

 

Head of Commercial (Customer Experience Directorate)

Rail Delivery Group/ATOC, Central London - Competitive Salary & Benefits

The Head of Commercial supports the strategic objectives of the Customer Experience Directorate within RDG/ATOC and is responsible for tactical management, analysis & development of the commercial framework, within the “buy” lifecycle. Integrated ticketing within London will be an integral part of the role to ensure that such activity will be supported by the appropriate contractual agreements and processes so that revenue is allocated to TOCs and other parties in accordance with those Agreements. Other responsibilities include ensuring that London Travelcard, zonal and PAYG fares are contractually agreed and the processes are in place to implement them in distribution systems, and that such processes are executed accurately and efficiently.

The role supports the strategic objectives of the Customer Experience Directorate and as such, leads the commercial area in the fulfilment of key department aims and objectives for the customer journey.  In conjunction with the Head of Customer Journey – “Buy”, the post holder has a high degree of independent professional responsibility and discretion to determine their own priorities, and will be expected to work autonomously, proactively sharing key developments with the London Scheme Council and the CE Board.

Application of quality leadership, knowledge and experience as well as high levels of judgement and interpretive and analytical skill will be required. The postholder will also be expected to manage strategies, once agreed by the relevant parties, from concept through to design ensuring collaboration with internal and external stakeholders, initial costs have been indentified and alternative methods of reaching outcomes have been explored. Management of the integrity of the design will also be an ongoing responsibility.

The post holder will be expected to set quality and professional standards for a team and manage service delivery for their area of the business, they will have the ability to influence the structure and development of their own area of activity. They will have responsibility for management of part of the CE budget and will be expected to monitor BAU/operational cost and seek efficient methods of operation.

It is essential that you have strong commercial acumen, experience and strong capability in contract and stakeholder management and managing and developing a customer centric activity with strategic influence across a large organisation. Knowledge of managing and developing teams and negotiating with other large organisations is essential as the postholder will be responsible for negotiating and influencing a substantial budget with Train Operating Companies.

It is key to be able to use technology as an enabler in helping to provide an outstanding customer experience, both directly and through other industry players and be able to build credibility at senior level. The ability to develop, influence and maintain relationships quickly with groups with disparate views and agendas is crucial as will be the ability to work effectively under a high level of public interest and scrutiny. Managing conflict, building consensus and handling a wide range of public and private stakeholders in well-articulated manner is also vital.

If you believe you have the qualities, skills and experience we are seeking, please forward a covering letter, CV and salary expectation to: recruitment@atoc.org

A full job description is available on request.

The closing date for applications is 5pm on 05th September 2016

 

Digital Railway (ETCS and Traffic Management) Operations Support

London EC1A, Competitive Salary & Benefits – full time role

We are seeking to expand our Major Projects team with the addition of an Operations Support role. 

ATOC is the Trade Association of the UK’s passenger train operating companies, its function being to support and represent its members in their various activities.  ATOC is an unincorporated association owned by its members.  Services provided by ATOC include revenue settlement, impartial retailing, the National Rail Enquiries service and Railcard marketing, as well as leading the industry to deliver an exceptional customer experience.  Within this is the Operations, Engineering and Major Projects team, who support our members at various groups, delivering strategy and guidance to Train Operators in the UK.

The role would support an individual, preferably a graduate with a relevant engineering or other degree or a suitable IRO qualification, to develop their professional competencies and their knowledge of the industry, working towards accreditation with the relevant professional body and to gain understanding and competence in railway operations.

The successful candidate will work within the Digital Railway Programme (DR), supporting our members through the deployment of digital technologies to reduce the cost of operating and maintaining the railway and improving network capability and capacity.  The DR Operations Support would, with the DR Operations Specialist, undertake specified project work and support the production of operational rules and generic procedures, whilst developing their knowledge of the rail industry and professional competencies through a series of placements within Train Operating Companies (TOCs), Network Rail (NR) and suppliers/manufacturers.

The role would be based in London, with travel nationally for meetings with industry partners, and occasionally to Europe to meet with other Railway Undertakings (RU).  The role promises a competitive salary and travel benefits across the UK rail network.”

If you believe you have the qualities and skills we are seeking, please write, enclosing your CV to: Human Resources Manager, ATOC Ltd, 2nd Floor, 200 Aldersgate Street, London, EC1A 4HN.  Email: recruitment@atoc.org

The closing date for applications is 05th September 2016.

 

Manager System Integrity & Reporting, Customer Experience

London EC1A, Competitive Salary & Benefits – full time role

Do you have a passion for excellent customer service?  Do you want to inspire customers to become life-long advocates of the rail industry?  Are you up for a challenge and want to influence how we talk and interact with customers via our on-line digital channels.  Then this role could be for you. 

ATOC is the Trade Association of the UK’s passenger train operating companies, its function being to support and represent its members in their various activities.  ATOC is an unincorporated association owned by its members.  Services provided by ATOC include revenue settlement, impartial retailing, the National Rail Enquiries service and Railcard marketing, as well as leading the industry to deliver an exceptional customer experience.

ATOC is seeking an energetic, hardworking and innovative on-line systems and digital specialist.  The role holder will be critical in creating a systems strategy and vision that will inspire customers to become life-long advocates of the rail industry. At a programme level, the holder will also help manage the outcomes of supporting projects to deliver an exceptional and consistent customer experience.

The successful applicant will have a passion for excellent customer service.  Key to success will be strong programme management, influence, engagement and communication skills.  A strategic mind is vital.  Experience within the rail industry is desirable but not essential.  Agile project and programme management experience is also desirable but not essential.  The role holder must be delivery focussed.

If you believe you have the qualities and skills we are seeking, please write, enclosing your CV to: Human Resources Manager, ATOC Ltd, 2nd Floor, 200 Aldersgate Street, London, EC1A 4HN.  Email: recruitment@atoc.org

The closing date for applications is 05 September 2016.

 

Ticketing Support Manager (Customer Experience – Team Buy)

Central London - Competitive Salary & Benefits

We are currently seeking to recruit a Ticketing Support Manager within the Customer Experience Directorate responsible for the current digital ticketing service delivery and supporting our future ticketing vision.

This is a managerial post, the outcomes of which are important for both customers and Train Operators.  This role requires a commercially aware and operationally astute individual, to support revenue and drive excellence.  The role supports the strategic objectives of the Customer Experience Directorate and as such,   supports this area in the fulfilment of key department aims and objectives for the customer journey.

Key Responsibilities:

  • Monitoring TfL’s delivery of PAYG and CPAY services to the TOCs in accordance with signed Agreements, and shaping the development of service delivery for future ticketing developments, including but not limited to ITSO. Develop enhanced procedures for monitoring service delivery by TfL, liaising as necessary with TfL staff and RSP Service Managers.
  • Liaise with TfL over ongoing plans to improve the customer and commercial proposition of PAYG and CPAY through developments of the back office systems, ensuring that any developments are supported by TOCs, including formal resolution at Boards where required.
  • Provide guidance and support to members undertaking PAYG/CPAY extensions, ensuring all back office and contractual elements are considered and all approvals from other TOCs are secured in a timely manner.
  • Oversee the smooth transition when new gate software is released, ensuring due process is followed and TOCs are fully informed of the impact of changes and agree to them.
  • Liaise with colleagues specialising in settlement and allocation to ensure a joined up approach is taken to any changes and new developments, guaranteeing the financial and commercial interests of the TOCs are preserved.
  • Represent the TOC members during the fares revision period, to ensure they have the opportunity to undertaken witness testing as appropriate, and act as TOC Gold Control during fares revision days.
  • Ensure the PAYG and CPAY contracts are kept up to date, via formal changes, as changes to the agreements are implemented.
  • Act as first point of contact for the introduction of new contactless form factors, ensuring operational, contractual and commercial elements are sound, prior to any launch. Ensure TOCs are fully briefed.
  • Adhere to and manage existing governance regimes and where required devise and develop and new ones for the PAYG, CPAY and any future smartcard scheme members.
  • Manage and support the Joint Smartcard Group by developing agenda, arranging meetings and preparing minutes of meetings. Follow up actions as directed by the Group.
  • Prepare agendas for other relevant governance and working groups as directed and attend Board meetings as required. Follow up actions as directed.
  • Represent TOCs at service delivery groups, liaising with TfL service staff, RSP and supplierson ongoing and ad-hoc issues.
  • In partnership with RSP, manage and improve the change control forum for London TIS changes, ensuring the communication of changes is disseminated to appropriate parties and the necessary approvals are secured.
  • In conjunction with TfL and RSP, identify emerging issues on the PAYG, CPAY and ITSO London estate to ensure timely resolutions by liaising with relevant governance and working groups.
  • Establish and share best practice between London schemes and other national working groups.
  • Support the Head of Ticketing in negotiations with senior TOC Commercial, IT  and Project Managers, DfT and RSP staff to develop industry commercial requirements for ITSO/SEFT, and help manage the link to other ITSO initiatives in place around the country.. Secure buy-in from TOCs and liaise with RSP to ensure that these requirements are translated into the product specification. Manage developing issues.
  • Actively engage with the SEFT Programme team and Head of Ticketing to ensure the London and South East ITSO solution is developed in context with the wider RDG Ticketing vision. Attend relevant commercial, contractual and operational working groups, including negotiations with TOCs, TfL and DfT. Complete actions as assigned.
  • Support the Head of Ticketing  on the implementation of the national RDG Ticketing vision, providing, expertise, administrative support and attending meetings relating to any of the 5 major workstreams within the ticketing vision. Work with the ticketing workstream stream secretariat to support effective progress on the development of emerging and future digital ticketing solutions.
  • Working with colleagues in the Customer Experience directorate, be involved in liaison with TfL on other matters as required, including but not limited to: marketing PAYG and CPAY, fraud prevention and Travel Demand Management.

Desired Skills and Experience

We are looking for an individual who has the ability through significant ticketing / retail experience to appreciate the key issues that face the industry and organisation today, and the challenges that face the senior members in the rail industry. There is a requirement for robust management qualities, alongside sound interpersonal and analytical skills, the ability to motivate, negotiate, influence and build strong relationships internally and external to the organisation.

They will be expected to have a natural desire to develop a grasp of particularly challenging issues and problems.  Critically, they will readily develop and maintain enduring relationships, to design and promote strategies that overcome many of the potential barriers and resistance issues they may be presented with. 

Please forward a covering letter to include salary expectations and current CV.

Full job description available on request.

If you believe you have the qualities, skills and experience we are seeking, please forward a covering letter, CV and salary expectation to: recruitment@atoc.org . A full job description is available on request.

Closing date for applications is 05 September 2016

 

COMBINED VACANCY LIST

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