Experience

Heathrow Express

• United Kingdom
• Truck Transportation
• 100 - 200 Employee

• Duty Station Manager

  • Jan 2008 - Present

  Working as a Duty Station Manager, I am responsible for managing the operation on a daily shift basis, involving checking the competency of staff( train drivers and safety critical staff),movement of trains,health and safety of customers and staff,management of assets and infrastructure and fault reporting,on site first aider response including the use of defibrillators,dealing with customer services issues as well as Station Incident Officer during times of disruption / emergencies. I am also required to ensure consistent delivery of key business drivers, customer and employee experience, assets management and adherence to performance standards for employees working with in the company.I currently hold an NVQ level 3 in customer services and am a qualified NVQ Assessor and Train the trainer working certificate allowing me to use a variety of methods to assess and coach staff on shift. I have supported the business and the Learning and developement department in designing / delivering various training courses and project inclusive of change management, compertency management and specialized security training.

• Service Proposition Manager Stations

  • Sep 2006 - Jan 2008

  As a Service proposition manager Stations, i was accountable for service delivery, managing all station related activities, infrastructures and staff on a day to day basis.Manage multiple sites and employees, ensuring all station activities are carried out in a safe manner, ensuring compliance with Heathrow express company safety Policy and associated Objectives.Increase productivity at stations through effective resourcing, managing sickness and absence level through the performance management and disciplinary procedures.Responsible for spot checks and monitors standards ensuring company policies, standards and KPI's and SLA's are met. Working with local stake holders, other train operators and various Heathrow express departments to improve operational performance, reduce cost and consider business improvement issues.Responsible for a consistent delivery of the key business drivers, customer experience, employee experience, assets management and adherence to performance standards.

• Customer Service Station Manager Station

  • May 2006 - Sep 2006

  Responsible for delivering customer service to members of the public, Conflict resolution, service delivery and recovery when issues with the service, Deployment of staff for daily duties and assets management.Co-management of staff shift involving teams of 25 customer service representatives, train drivers and contract staff adhering to the company vision and values.

• Customer Service Supervisor

  • Nov 2001 - May 2006

  Supervision and running of staff ,roster and service. Hands on day to day management of staff ensuring a smooth service between shifts while upholding the vision and values of the brand.Daily supervision and control of each station representing Heathrow express,Ensuring safety critical staff are able to deliver against their role. Safe dispatch of trains.

• Customer Service Representative

  • Jan 2001 - Nov 2001