Head of Innovation & Partnerships (Customer Experience Directorate)

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

The Head of Innovation & Partnerships supports the strategic objectives of the Customer Experience Directorate within RDG/ATOC and is responsible for leading the Innovation team in the fulfilment of key department aims and objectives for the customer journey. The post holder will establish and lead the Innovation team, developing a framework for providing innovation services on a client/supplier basis to internal teams, members and industry groups. The successful candidate will hold a high-level of expertise within the field of innovation and will have a natural aptitude for building strong and successful partnerships.

The post holder will be accountable for both co-ordinating and delivering the Experience Design process and prototype approach. They will influence and shape the direction of the Innovation programme and take responsibility for providing oversight on the team’s programme of activities and initiatives.  They will need to use speculative judgement, high levels of analysis and creative thinking in order to resolve problems and issues.  They will develop and implement revised or new approaches, policies and processes for the team and set quality and professional standards, oversee service delivery, and have significant influence upon the structure and development of their area of activity.

It is essential that the post holder is able to operate with, and have the confidence and buy-in of, senior management and external stakeholders. The post requires strong interpersonal skills in order that the post holder can motivate, negotiate, influence across all levels of staff internally. Success in this role is heavily dependent on building successful and strong relationships across the organisation, the industry and the tech community.   Therefore, we are currently seeking to recruit a professional individual with substantial experience and proven success in building and maintaining strong and effective partnerships and delivering innovation services in a complex customer-centric commercial environment.

It is essential you are able to demonstrate:

  • Significant experience in building professional credibility and effectively operating at a senior level in industry, government, and in a highly political environment;
  • Significant experience in developing, influencing and maintaining relationships quickly with groups with disparate views and agendas;
  • Significant experience working under a high level of public interest and scrutiny, acting an organisational ambassador externally and to the public.
  • Specialist knowledge of requirements in the areas of Open Data and Innovation
  • Significant experience of managing and developing a team of experienced professionals or complex projects influencing the organisation

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 Friday 15th July 2016

 

Customer Experience Strategy Owner (Empowered Customer)

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 be part of the future railway strategy?  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 strategy lead and programme manager.  The role holder will create the customer experience vision and strategy to inspire customers to become life-long advocates of the rail industry and to write the business plan for delivery.  At a programme level, the holder will also manage the outcomes of supporting projects to deliver an exceptional and consistent customer experience.

This is a new role within ATOC and one that will have impact right across the organisation.  The role holder will be in a unique position to lead the industry through change.  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 Wednesday 13th July 2016.

 

Customer Experience Strategy Owner (Inspired Customer)

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 be part of the future railway strategy?  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 strategy lead and programme manager.  The role holder will create the customer experience vision and strategy to inspire customers to become life-long advocates of the rail industry and to write the business plan for delivery.  At a programme level, the holder will also manage the outcomes of supporting projects to deliver an exceptional and consistent customer experience.

This is a new role within ATOC and one that will have impact right across the organisation.  The role holder will be in a unique position to lead the industry through change.  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 Wednesday 13th July 2016.

 

Smart Ticketing Service Manager
Central London - Competitive Salary & Benefits

ATOC is the Trade Association for the UK passenger railway industry. Rail Settlement Plan (RSP) is a department within ATOC, responsible for the settlement of ticket sales, provision of standards for ticketing and providing shared service IT systems.

RSP is currently taking on a number of ITSO smart ticketing services developed for the Department for Transport and will shortly be running these on behalf of Train Operators and further developing them to meet the needs of Train Operators.  As part of these developments, RSP is looking to appoint a Smart Ticketing Service Manager supporting these projects and playing a key role in its future ticketing work. The ideal candidate will be motivated self-starter, innovative and analytical in their approach to systems and process analysis, possess ITSO smart ticketing expertise, service management experience using ITIL and have a technical background.

RSP is currently undertaking a number of projects related to smart ticketing and is looking to appoint a Smart Ticketing Service Manager to support these projects. The ideal candidate will be motivated self starter, innovative and analytical in their approach to systems and process analysis, possess ITSO expertise, service management experience using ITIL and have a technical background.

Reporting to the Head of Technology, you will support the projects in implementing smart ticketing related back office systems and develop operational processes and procedures. Following full implementation you will be required to manage the service using ITIL processes and procedures on a BAU basis.

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

Should you require further information regarding this role, please contact us for a copy of the job description and person specification.

The closing date for this post is Friday 1st July 2016

 

Smart Ticketing Data Manager
Central London - Competitive Salary & Benefits

ATOC is the Trade Association for the UK passenger railway industry. Rail Settlement Plan (RSP) is a department within ATOC, responsible for the settlement of ticket sales, provision of standards for ticketing, ITSO Smart Ticketing services, and providing shared service IT systems.

RSP is currently taking on a number of ITSO smart ticketing services developed for the Department for Transport and will shortly be running these on behalf of Train Operators and further developing them to meet the needs of Train Operators.  They also host a dedicated interoperable ticketing test centre which is a significant resource for ATOC.  As part of these developments, RSP is looking to appoint a Smart Ticketing Data Manager supporting these projects and playing a key role in its future ticketing work. The ideal candidate will be motivated self starter, innovative and analytical in their approach to systems and process analysis, possess ITSO smart ticketing expertise, service management experience using ITIL and have a technical background.

Reporting to the Smart Ticketing Service Manager, you will support the projects in implementing smart ticketing related back office systems, develop operational processes and procedures, and providing ITSO advice and consultancy. Following full implementation, you will be required to manage the service using ITIL processes and procedures on a BAU basis.

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

Should you require further information regarding this role, please contact us for a copy of the job description and person specification.

The closing date for this post is Friday 1st July 2016

 

Front End Web Developer - 1 Year FTC

London WC1 - Competitive Salary & Benefits

ATOC is the trade association for the British passenger railway industry.  Working within the Customer Experience team, the Front End Web Developer will be principally responsible for the development of the National Rail Enquiries website and other websites within the ATOC portfolio.

Reporting to the Web Development Manager within the Customer Experience Team, you will be responsible for development and maintenance of master web CMS templates. We are looking for a candidate with an advanced level of competence in HTML, XHTML, CSS and Javascript and be able to convert web page designs into code, in-line with technical and design/branding specifications. The role must have expertise in building responsive designs and grid systems and have experience of resolving cross-browser compatibility issues.

The candidate should also possess a good level of knowledge of front-end coding standards (W3C and WCAG 2.0), Jquery, SASS, Grunt, Jira, SVN and GIT source code management. Familiarity with Advertising tag technology would also be an advantage.

They should have good people skills, building and maintaining good relationships with internal clients and external suppliers.

Candidates should have strong organisational skills and an aptitude for multi-tasking, being able to work on a number of different projects, each at different stages, and keep all of them moving along to plan. They must be capable of assessing priorities and ensuring that key issues are dealt with quickly and effectively, and where possible, anticipating problems before they arise. 

The role requires self-motivation, energy, drive, enthusiasm and attention to detail.

If you believe you have the qualities and skills we are seeking, please write, enclosing your CV to: Human Resources Officer, ATOC Ltd, 2nd Floor, 200 Aldersgate Street, London. EC1A 4HD. Email: recruitment@atoc.org. Please contact recruitment@atoc.org for a full job description.

The closing date for applications is Friday 1st July 2016.

 

Stations and Safety Fora Partner and Customer Experience Manager

London EC1A, Competitive Salary & Benefits – full time role

Do you have a passion for customer service?  Do you want to see a punctual, reliable, safe and economic railway?  Are you up for a challenge and want to be part of the future railway stategy?  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 member-led activities to improve operating standards, railway performance, and safety and security.

ATOC is seeking an energetic, hardworking and innovative programme manager to work across two Directorates.  The role holder will contribute to the creation of the customer experience vision and strategy for stations and will drive the projects, at a programme level, to deliver desired experiential outcomes for station-centric projects.  The role holder will also be responsible for the creation and management of the Stations Forum - a cross industry groups of operational SMEs tasked with ensuring excellence in train performance and the maintenance of high safety standards – and for the management of the Safety Forum.

This is a new role within ATOC and one that will work within both the Customer Experience (CX) and Operations, Engineering and Major Projects (OEMP) Directorates.  The role holder will be in a unique position to influence emerging policy and to deliver positive customer outcomes.  The successful applicant will have programme management experience.  Practical retailing, operations, safety or customer-facing experience, achieved in a variety of progressively more demanding roles and disciplines is highly desirable.  Experience within a TOC and/or NR Managed Station is desirable but not essential.  The role holder will be able to work on their own initiative.  Drive and initiative is essential and well-developed stakeholder management will be key to success.  Excellent communications skills (written and verbal) must be a given.

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 Thursday 30th June 2016.

 

Business Analyst (12 month contract with a view to become permanent)

London EC1A - Competitive Salary & Benefits
 

ATOC is the Trade Association for the passenger railway industry.  One of its key roles is to manage on behalf of train operating companies a wide range of commercial activities and maintain for all stakeholders the rail industry’s passenger demand forecasting framework.  The former is supported by, and the latter managed by, the Analysis & Research Team within the Policy Department, whose members have strong skills in the areas of analysis, market research, economics and customer insight.

Reporting to the Business Analysis Manager within the Analysis & Research Team, you will be responsible for drawing together and interpreting a wide range of national data relating to the revenue and demand of the passenger rail industry and support in providing an income reporting and analysis service to the industry. In conjunction with other team members, you will also help provide integrated analytical services to all internal departments.

You will also produce ad-hoc analysis on topics of interest using a wider range of data as appropriate, will contribute data for research undertaken by the Passenger Demand Forecasting Scheme and will help with management of the Scheme’s research projects.

We are looking for a highly numerate graduate who has a strong intellect with well developed critical and analytical faculties. Candidates should have experience of using rail information systems, in particular Lennon, and an understanding of rail revenue/journeys data as well as the wider economics of rail.  You will have a logical approach to problem solving, and excellent written and verbal communication skills. The role requires self motivation, energy, drive, enthusiasm and attention to detail.

If you believe you have the qualities and skills we are seeking, please write, enclosing your CV to: Human Resources Officer, ATOC Ltd, 2nd Floor, 200 Aldersgate Street, London. EC1A 4HD. Email: recruitment@atoc.org. Please contact recruitment@atoc.org for a full job description.

The closing date for applications is 5pm on 06 July 2016.

 

TVM Project Manager – 18 month Fixed Term

Central London - Competitive Salary & Benefits.

The Association of Train Operating Companies (ATOC) is looking for a Fixed Term Project Manager within its Ticketing and Fares Improvement Program (T&FIP).  This role would also suit somebody looking for a secondment opportunity.

T&FIP is part of the ‘Buy’ Customer Journey Team which sits within ATOC’s Customer Experience Directorate, and it is responsible for a number of projects to deliver improved information to customers on fares, routeing, and tickets.

The Project Manager will be responsible for the Ticket Vending Machine (TVM) improvement project within T&FIP and will be expected to take the lead on this challenging workstream.

Candidates for this role should…

  • Have a good knowledge of the TVMs’ operation, limitations and range of fares offered
  • Be an experienced Business Project Manager
  • Be experienced in leading a workstream with multiple internal and external stakeholders.
  • Be experienced in consolidating feedback and input from all stakeholders and accurately reflecting this in documentation
  • Have the ability to generate solutions and pursue these through approval and to delivery

The closing date for applications is 5pm on 05 July 2016.

 

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