Description
Our client is a large transport organisation, involved in the rail franchise bidding process. They currently require additional resource in the field of Customer Service Strategy, looking in particular at one franchise due for review.
The role will involve analysing the issues identified on the National Passenger Survey, undertaking further research to get to the heart of the problems and identify what the passengers really want, then develop a customer-service proposition & strategy that can be used in the bid submission. The assignment will be Full time Jan-Mar, with high potential for extension should the company be selected as preferred bidder after the submission of the PQ.
We are interested in candidates with very senior level (Director/Head of) Customer Service experience in the rail sector, with experience of developing customer-service strategy/improving NPS results and strong analysis/reporting/written skills. Rail franchise bidding experience is advantageous.