Drive Excellence in Service Quality

We are seeking a dedicated professional to ensure compliance with our Service Quality Regime (SQR). This role is pivotal in implementing and overseeing the SQR framework, ensuring governance and contractual compliance. You will influence service providers to meet obligations and drive continuous improvement in service delivery.

In this role will work closely with Continuous Improvement Managers to identify trends and manage stakeholder relationships effectively.

If you are passionate about maintaining high standards and driving service excellence, we want to hear from you!

Key Accountabilities:

• Manage and Oversee SQR: Manage the Service Quality Regime (SQR) for Avanti West Coast, reporting to the Senior Quality and Continuous Improvement Manager, and oversee the reporting of Trains and Stations criteria.
• Drive Performance and Contract Management: Work with teams across the business to drive performance as measured by SQR, manage day-to-day SQR Inspection contracts, and own the SQR Register, negotiating with the Department for Transport for supplemental instructions.
• Analysis and Reporting: Provide detailed analysis of SQR trends and performance for senior stakeholders, and report Avanti’s performance under SQR to the Department for Transport, in accordance with NRC deadlines and requirements.
• Identify and Address Issues:  Proactively identify repeat failure modes, propose remedial actions, and communicate trends and failure modes to relevant colleagues to drive business performance and incentive fees.
• Stakeholder and Relationship Management: Build and maintain strong collaborative relationships with the Department for Transport’s passenger benefits team, act as a champion for SQR benefits for passengers, and manage stakeholder relationships effectively.

Who we're looking for:

• SQR and GB Rail Knowledge: In-depth knowledge of the Service Quality Regime and GB rail structure, including regulatory and contractual frameworks.
• TOC and Fleet Management: Understanding of TOC structure, station management, and fleet contracts.
• Contract Management: Experience in contract and commercial management, and working with the Department for Transport.
• Influence and Communication: Ability to influence change, communicate complex contracts, and collaborate with all levels.
• Analytical Skills: Proficiency in Excel and PowerBI for data analysis, with 3 years of rail or related experience.

Please find role profile here for more information.

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

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!