Accessibility Lead

Full Job Description:

You’ll be leading all aspects of our accessibility strategy, driving transformation across customer touchpoints through an action-orientated culture, and leading the people and performance of the accessibility team. The aim of increasing independent travel for customers, including door-to-door travel, will sit at the heart of these strategies, recognising the railway can be a daunting or overwhelming experience for some people.

The upskilling of our frontline workforce in the delivery of assistance, and the way in which we identify and support those with hidden disabilities, and those who may be more vulnerable and require additional assistance when using our services, will also be a critical aspect of the role.

You’ll be setting, monitoring, and enhancing the experience for customers who require assistance, striving to exceed their expectations, and working closely with teams across the business to monitor consistency in delivery, quickly putting things right when they go wrong, and sharing learnings and best practice from within and outside the rail industry to remain on top of our game.

Who We’re After?

Positive, outgoing and personable – you’ll be working with a range of different people across the business, from directors to frontline colleagues, along with other key stakeholders, so you need to be emotionally intelligent and adaptable in your communication style, whilst having strong people management skills.

Proactive – you’re a self-starter and naturally think about opportunities to continuously improve, challenge and introduce new ideas and initiatives. We’ll be keen to hear about examples where you’ve introduced improvements to enhance the customer experience within your current role.

Self-starter – you’ll be curious, inquisitive and tenacious enough to get on with things, you won’t wait around to be told what to do but will also ask for help when needed.

Customer focused – you understand and are empathetic to customer needs and expectations and understand accessibility and transport policy goals. You’ll have a relentless passion for improving the customer experience with a strong sense of pride for delivering an industry leading end to end customer experience for customers who require additional assistance.

Organised – to deliver an industry leading accessibility customer experience, an organized and strategic approach will be key – keeping on top of insights, benchmarking and managing the end to end customer journey standards.

Analytical – You’ll be required to prepare a high standard of reports and be comfortable with analysing data.

The main location for the role is flexible across our network, and there will be a requirement as part of this role for Customer Experience On Call duties.

If that sounds like the right fit for you, we’d love to hear from you, please click apply and complete an application form.

What we offer;

Excellent career prospects.
A personal development plan.
Structured training and development.
Competitive salary paid on 4 weekly basis.
Generous annual leave entitlement.
Free TransPennine Express rail travel for you and your dependants*.
Travel discounts of up to 75% off other train operating companies, plus international rail travel after 1 years’ service* for you and your dependants*.
Free & Confidential Employee Assistance Program and Wellbeing Portal 24 hours a day, 7 days a week to help you with any finance, family, health, or wellbeing issues you have. We make sure there’s someone on-hand to offer guidance, advice, and useful information for our people when they are experiencing hardship at work or at home.
Option to join the Railway Pension Scheme with significant employer contributions.
Family friendly maternity and paternity benefits.
Plus, high street and lifestyle discounts as well as a cycle to work scheme*.
Terms and conditions apply.

Goings places has never felt better!

At our company, it’s our goal to help people reach their full potential. We offer the opportunity to not just join the transformation of the rail industry, but to lead it. Our values are designed with every team member in mind; whether it’s ensuring you feel free to be yourself at work, or encouraging everyone to pull together and support each other. We promise to value our people for the individuals they are. Whichever department becomes your destination, from the tip of the train, to the tail, our only focus is heading at full speed into the future. So, if making people crack a smile helps you feel at home, and raising standards is second nature to you, we’d love to have you onboard.

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