Customer Engagement Specialist for Rail Franchise Bid

Project status
Project start date
19 Feb 2018
Project posted
22 Jan 2018 12:40
Project duration (approx.)
6 Months
Budget (approx.)
£700 / day
Level of Experience
Area of expertise
Operations, Strategy
Consultant location
United Kingdom
English (Essential)

Objectives and Key Deliverables

We are a UK based Transportation Company working on a rail franchise bid and are looking for a Customer Engagement Specialist. The consultant would work onsite in our London office alongside our bid team for 6-7 months for 4 days a weeks starting from 19 February 2018. 

Each Customer Experience position will have a specific remit of thematic components and will play a pivotal role in the development of our Customer Experience Strategy and the associated initiatives. We will be developing our Customer Experience Strategy to meet the requirements of the client, the DfT, and in their work all members of the team will contribute to that strategy.

This role encompasses our Customer and Stakeholder Engagement Strategy; Customer Contact Centre and Social Media arrangements; Complaints Handling & Delay Repay; Passengers Charter; DPPP; Customer sentiment measurement and Customer service accreditation.

• Develop our customer contact centre proposals including methods of interaction and system requirements
• Implement a complaints procedure that supports the customer experience
• Develop plans to obtain more immediate, frequent and granular insight into issues affecting customer sentiment
• Propose Delay Repay compensation arrangements as defined in the document “Guidance on Passenger’s Charter Compensation”
• Produce proposals for the for format and content of the Passenger’s Charter and Customer Reports
• Develop a strategy to make the railway inclusive and accessible
• Develop proposals for further regular customer surveys beyond those required by the client
• Develop plans for achieving the NRPS targets in respect of "Customer Service" and "Dealing with Delays" as set out in the client requirements
• Develop proposals for further accreditations in customer service
• Lead the development of the Customer and Stakeholder Engagement Strategy (including CCI and customer report)

• Proficient in Excel, PowerPoint, SharePoint
• Good understanding of the railway industry and franchising is desirable
• Project management experience is desirable
• Experience of deploying change within organisations
• Good understanding of rail franchise operations, franchise agreement and rail regulations surrounding customer service and consumer/accessibility rights. Experience in other consumer service sectors an advantage.

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