Driving Continuous Improvement for Exceptional Service Quality

Are you passionate about customer experience and enhancing service quality? We're looking for a dedicated individual to join our CEX team as a Continuous Improvement professional.

 In this role, you'll engage with stakeholders to ensure alignment with quality metrics across Stations and Onboard services. You'll lead improvements aligned to the Service Quality Regime and Customer Experience Quality Metrics at Avanti West Coast.   This position involves being out on the Avanti West Network in our North Region, covering areas from Glasgow and Edinburgh, the North West of England, and down to Crewe.

Key Accountabilities:

• Engagement with Staff and Suppliers: Communicate and collaborate with staff to align with quality metrics and continuous improvement. Build trusted relationships with suppliers to enhance service quality together.
• Coaching, Training, and Audits: Offer coaching and training to frontline and frontline management colleagues on best practices in line with contractual obligations and quality improvement techniques.
• Data-Driven Improvement: Evaluate audit data and performance metrics to identify areas for improvement, and develop and execute strategies to enhance service quality in line with organisational goals.
• Coordination and Reporting: Coordinate improvement initiatives by working with various teams to implement and monitor quality improvement projects.

Who we're looking for:

• Experience and Leadership: Knowledge and experience of SQR, previous experience in a Train Operating Company, and Customer Experience leadership roles with a proven track record of managing teams and driving organizational success.
• Quality Assurance and Strategic Planning: Experience in quality assurance, setting and executing strategic plans, managing a portfolio of projects, and achieving long-term business goals.
• Improvement and Project Management: Proficiency in Lean, Six Sigma, Kaizen, and other continuous improvement methodologies, along with knowledge of project management and change management processes, tools, and techniques.
• Problem-Solving and Union Experience: Experience in solving complex business problems with a focus on customer and commercial outcomes, and working within a unionised environment.
• Skills and Adaptability: Strong leadership, strategic thinking, communication skills, customer-centric mindset, adaptability, multitasking, analytical skills, problem-solving, decision-making, and change management experience.

Please view our role profile for more information.

Interviews will be held in Birmingham on the 18th and 25th April 2025

Benefits include:

• Final salary pension
• Free travel on Avanti West Coast for you/spouse/partner/dependents
• Privilege Travel card (75% off other train operators fares for leisure travel)
• 30 days holiday rising by 1 for every completed year of service to a maximum of 37 days (inclusive of bank holidays)
• 10 free journeys on other First Group Train Operator

Apply now and be part of a team that's dedicated to creating an outstanding workplace culture.

At Avanti West Coast, we value the differences that make each of us unique! Avanti West Coast recognises the benefits of building a diverse workforce and employing people from diverse backgrounds, which includes their race, religion, age, gender, gender identity, disability and sexual orientation.

Everyone who joins Avanti West Coast becomes part of our close knit team. We're committed to ensuring that Avanti West Coast is inclusive, a place where people are encouraged to be themselves, and not an edited version to fit in. A place where differences are welcomed, recognised, accepted and put to good use!