Principal Consultant

Consultant – Customer Experience – Station Operations

Who Are We?

First Rail Consultancy provides specialist services across the public transport sector. We work closely with other FirstGroup plc businesses including operators Avanti West Coast, Great Western Railway, South Western Railway, Hull Trains, all-electric train operator Lumo and advising DfT on the future operation of HS2. We also provide consultancy services for First Bus, London Trams and external clients.

We deliver a wide range of services to meet our clients’ needs including business development, branding, data analysis, engineering, project management, editorial work, and training. We also engage in commercial activity for FirstGroup plc to expand our business, both nationally and internationally. This work encompasses everything from contract bids and business planning to developing software services and new rail routes.

We have assembled an experienced team with expertise in a range of disciplines. Just as importantly, we take great pride in being friendly, inclusive and supportive. We support all employees in their personal and professional development through training, academic qualifications, and interesting, varied project work.

What is the role?

We have a job opportunities for a professional in the field of customer experience – station operations to boost the expansion of the Consultancy’s Customer & Commercial Team. The Customer & Commercial team works with the Consultancy’s clients to optimise their customer experience and revenue streams to generate high levels of customer satisfaction and return on investment. All the roles will require:

• Engaging with operating company teams to understand their objectivities, priorities, opportunities and constraints.
• Business case development and report writing.
• Continuous improvement of consulting and change management activities, staying abreast of the latest research and innovations.

We are looking for the right person for the role and the team, and we welcome applicants new to the transport sector as well as experienced rail professionals seeking new opportunities.

Who are we looking for?

The successful applicant for the Customer Experience role will:

• Have an in depth understanding of station operations and customer experience delivery across a range of stations from large to small.
• Experience of managing a range of stakeholder relationships and conflicting priorities across station operations and managing interfaces with different areas of the business
• Operational competence or experience in station operational roles such as train dispatch.
• Understanding or experience of station staffing and rosters
• Basic understanding of trade union relationships and industrial relations.
• Station management and service quality management experience
• Ability to take a strategic view on station operations and customer experience, identifying opportunities to improve and deliver station customer experience improvement initiatives
• Thorough knowledge of the diverse needs of customers with protected characteristics is essential for this role, and experience of responding to those needs is desirable.

Skills and Experience

Key skills include:

• Excellent interpersonal skills as well as ability to work on own initiative.
• Ability to think strategically and analytically.
• Ability to create effective and creative proposals and reports.
• Ability to work closely with and support other members of the team.
• Being a self-starter with excellent organisation skills who thrives on working to tight deadlines and juggling multiple priorities.

We require the following relevant experience:

• Have attained or working toward attaining appropriate professional qualifications.
• Have significant knowledge/experience in the customer experience field.
• Have worked in major, complex or business-critical projects.
• Consulting or rail bid experience desirable but by no means essential.

What can we offer you?

• Salary £55,000 to £65,000 depending on experience
• Minimum of 10% contribution to your Pension (5% employer and 5% employee)
• 25 days holiday plus national bank holidays
• Travel offers for Bus and Rail*
• Payroll Giving – donate directly from your pay to a charity of your choice
• Shopping discounts including discounts and cashback on electrical goods, your weekly shop, holidays, cinema trips, car insurance, upgrading your mobile and lots more
• All employee Share Schemes*
• Buy as You Earn share scheme*
• Employee Assistance Helpline – free, confidential employee support service provided by an independent provider
• Location – London
• After 6 months employment

FirstGroup plc welcomes applications from a diverse range of candidates regardless of background, gender, race, religious beliefs, disability, sexual orientation or age. We aspire to be a diverse and inclusive organisation because we believe that diversity brings benefits for our customers, communities and our people. Valuing our differences and drawing on our collective knowledge and experience helps us develop new services, open up new markets and broaden our customer base.

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