Customer Service Strategy & standards :
Develop and coordinate the delivery of a customer service strategy where every employee and contractor think like a passenger’ and customer experience is at the front of mind consideration for every employee leading to industry leading customer service,
Advice, develop and implement the Customer Experience strategy, and best practice initiatives, including establish, monitor and improve guidelines to make activities more human and passenger-focused,
Ensure any legislative or operational changes are assessed for any financial impacts and developing plans to mitigate against them,
Conduct and review feedback from customer surveys to ensure the adaptation of the strategy,
Enable market segmentation and the open the accessibility of the system to all customer base to create an inclusive community serving service.
Customer Experience & Passenger Information :
Define the customer experience journey and information provision requirements for all steps of the journey to improve accessibility to the network and improve patronage,
Design a deep cultural change programme using the tested and proven Keolis Signature Service,
Codify the Passenger Information and Communication standards for all customer facing rules through the provision of guides and,
Raise the standard of assistance that employees provide on and off-system (online, contact centres).
Organization & Leadership :
Lead the customer service division (approx 1000 people), and provide clear leadership and direction to satisfy customer expectations,
Improve the effectiveness of the call centre’ (remote) to handle passenger complaints,
Manage Contact Centre teams to ensure delivery of business requirements and build an effective team,
Develop an effective working relationship with internal touch points, both directly and through their line managers with primary focus on Service Delivery directorate.
Extensive experience in customer focused roles, especially from the Public Transportation industry,
Experience in management of huge teams (more than 500 people)
Graduated in Marketing or Services Industries disciplines, from top schools,
Languages preferred : Fluent in Spanish and English.
Applications in English only