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 2nd August 2016.

 

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 on Monday 1st August 2016

 

Policy Advisor (Policy Directorate)

We are currently seeking to recruit a Policy Advisor within the Policy Directorate to support and contribute to policy positions of the Rail Delivery Group.

This is role will work across and support multiple areas of policy for the Rail Delivery Group to enable our members to succeed in delivering a successful railway.  This role requires an individual who can provide policy analysis multiple stakeholders. The role supports the strategic objectives of the Policy Directorate and as such, supports the shape of the future railway and how it is organised to enable effective delivery. 

The purpose of this role is to provide comprehensive support of RDG workstreams and activities relating to a specific areas of policy, contributing to the objectives and outputs to provide value and support for RDG members.

The role will provide policy analysis and report to the Head of Passenger Services Policy.

Key Responsibilities:

  • Provide effective policy support and contribute to the delivery of policy projects by developing an understanding of all policy areas and gaining expertise within specific topics.
  • Support the creation of compelling policy positions and briefings to influence and enable member and stakeholder decision making.
  • Support Policy Directorate activities by: 
  • Understanding how the work of the policy team fits in with all RDG work streams and portfolios
  • Build enduring relationships with RDG members including passenger and freight members, Network Rail and HS2
  • Support the implementation of the RDG Projects/plans and initiatives 
  • Research and appoint consultancies for research  
  • Provide a wide range of administrative duties e.g. coordinating meetings, preparation of meeting papers and taking minutes for RDG work streams, following through actions to completion 
  • Attending and contributing to meetings with members, officials and stakeholders 
  • Attending relevant conferences and seminars and sharing information with the team 
  • Support a strong culture of professional excellence in the Policy Directorate

Desired Skills and Experience

The post holder will be expected to work autonomously in their specific areas using their initiative with minimal supervision. In other areas, the post holder will take ownership of responsibilities that are directed, and liaise with other Policy Team members

Due to the changing priorities and variety of situations which they may encounter within this role, the post holder has the flexibility and versatility to contribute to a number of work areas. They will be expected to provide advice and support on routine matters within the context of their area of specialism/role, and will exercise initiative and judgement gained from their knowledge of the subject to resolve any daily challenges and issues they may encounter.

We are seeking a person who has a background in policy or a related discipline, Knowledge of the rail industry is desirable but not essential.
 

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

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 29th July 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 as such,   leads the commercial area in the fulfilment of key department aims and objectives for the customer journey.  Requiring tactical management, analysis & development to support the Commercial framework within the “buy” lifecycle with a specific focus on integrated ticketing within London, ensuring that such activity is supported by appropriate contractual agreements and that processes exist to allocate revenue to TOCs and other parties in accordance with those Agreements. Accountability for ensuring that London Travelcard, zonal and PAYG fares are contractually agreed and processes exist to implement them in distribution systems, and that such processes are executed accurately and efficiently

Therefore, we are currently seeking to recruit a professional individual with substantial experience and proven success in senior Customer Experience roles delivering customer service innovation in a complex customer-centric commercial environment.

The ideal person will have a broad understanding of current commercial and consumer law, understand commercial impact and have had exposure to member organisations cultures e.g. Police, Aviation, Trade bodies/associations.  

It is essential you are able to demonstrate experience of:

  • Building professional credibility and effectively operating at a senior level in industry, government, and in a highly political environment;
  • Developing, influencing and maintaining relationships quickly with groups with disparate views and agendas;
  • Effectively work under a high level of public interest and scrutiny, acting an organisational ambassador with both the media and the public.

You will be expected to have a natural desire to develop a strategic grasp of particularly challenging issues and problems with a strong commercial focus.  Critically, you be able to readily develop and maintain enduring relationships between the organisation and London Scheme Council, to design and promote strategies that overcome many of the potential barriers and resistance issues you may be presented with.  This will require application of quality leadership, knowledge and experience as well as high levels of judgement and interpretive and analytical skill. You will be expected to manage this as a fully collaborative process with internal and external stakeholders including identification of initial costs, effectively exploring all alternatives and positions so as to reach outcomes that gain all parties’ support and acceptance.

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

A full job description is available on request.

The closing date for applications is 5pm, 22nd July 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 5th August 2016

 

TVM Project Manager – 18 month Fixed Term

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

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 22 July 2016

 

Head of Customer Products & Services – Customer Experience Directorate

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

We are currently seeking a Head of Customer Products who will be deeply involved in defining and executing the product and platform strategy, contributing to the vision, translating that vision into detailed product roadmaps, and working cross-functionally to drive product initiatives through the product lifecycle. They will lead a comprehensive product strategy from product conception and definition through end of life, and lead their team to deliver on its mission, delivering exceptional customer experience and driving organisational results. They are accountable for designing and developing products on behalf of train companies that will engage with customers to ensure that Rail becomes their chosen mode of transport for every journey.

Therefore, we are looking for a seasoned professionally qualified, disciplined and passionate leader with proven experience in developing customer focused products that deliver solutions to create a world class customer experience. The role requires a smart, creative and highly organised individual that has demonstrated that they can lead, inspire, grow and empower highly-talented and highly committed individuals, yet can be hands-on if/when necessary to get things done.

The ideal person will be:

Professionally qualified with a relevant degree/postgraduate marketing or business studies qualification, and/or product development component, such as an Advanced Certificate from the Chartered Institute of Marketing plus broad demonstrable experience in similar senior roles.

It is essential you are able to demonstrate experience or competence of:

  • Development of world class e-products
  • Extensive knowledge of product development for e-based and mobile platforms.
  • Managing a product P&L and development budget
  • Experience with delivery of an enterprising product line using agile development methodologies
  • Extensive experience managing focus groups and user research, using best practices
  • Ability to use technology as an enabler in helping to provide an outstanding customer experience, both directly and through other industry players.
  • Strong commitment to the customer experience their journey and unrivalled industry success
  • Passionate about the role and contribution of product owners.
  • Drive and passion for transport industry-leading, best in class products and experience
  • Successful track record in collaborating across organisational functions and driving cross-functional initiatives
  • Experience prioritizing customer requirements, working with stakeholders and internal teams to define market opportunities and business plans in support of organizational goals
  • Data/Analytics experience
  • Strong operational and commercial mindset, decisive, “get it done” what’s the ROI mentality
  • Ability to work in a fast-paced, high growth environment where handling pressure and achieving deadlines are normal

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 20th July 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 01 August 2016.

 

Customer Care Manager (Customer Experience – Team Explore/Buy)

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 01 August 2016.

 

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