An experienced customer service professional with a proven track record of managing award winning stations in the rail industry. Also holds considerable experience in the retail industry, having managed and structured the customer service model to a region of major retail stores. Key skills include delivering customer service propositions, leading behavioural change, rail franchise bidding customer experience and negotiating with Trade unions.
Career Highlights: • As head of customer service and stations at First TransPennine Express, led the leadership development plan in 2013/4 and Customer Plan 2014/16. Through a recruitment drive and targeted training, increased growth in the revenue protection team earnings by 25% • Created a programme and led the restructure of station management at First TransPennine Express, negotiating with the Exec team and Trade Union that resulted in a noticeable uplift in positive responses for Team Leader engagement in 2009 and 2010. The stations won 15 awards in the 7.5 year period of leadership • As GNER regional manager met or exceeded both cost and revenue targets for region whilst delivering pay bill and cost savings of £1.5m • Contributed to creating a customer service vision and strategy that formed part of the GNER winning franchise bid for Intercity East Coast Mainline. This included making substantial savings during the franchise including £7m management restructure, £12m On Train Crew savings and Travel Centre manpower savings of £24m • Managed and co-ordinated the recovery of Kings Cross Station following the suicide bombings on 7th July 2005 working with Network Rail and other Train Operators. • Introduced the Eurostar service from Leeds to London in order to achieve a half hourly service, delivering an extra 6,500 seats a day • Part of the steering group to formulate and agree a Partnership Agreement between GNER management, employees and Trade Unions • Creation and delivery of an enhanced service specification for on board trains which led to an increase in mystery shop scores that consistently exceeded a target of 90% • Has managed regions of major retail stores with a turnover circa £10m including managing the impact of Bradford riots in 2001
Experience: Over 18 years of experience of leading large operational teams over multiple sites through both periods of adversity and stability. Significant success in developing a partnership approach to world class employee relations and negotiating with Trade Unions, mainly RMT and TSSA. Extensive use of Burnham Rosen Interactive Leadership Development Programme, Strength Deployment Inventory and Myers Briggs methods utilized to successfully introduce significant improvements in Employee Commitment Index and Employee Satisfaction Surveys.