Passenger Assistance & Accessibility Manager (Hybrid)

Network Rail; London Colney; Hybrid; GBP 29,000 - 36,000; Full time

Benefits offered by this job

Generous annual leave

Defined benefit pension

Rail and underground season tickets (s

Travel discounts

Travel loan

Discounts at stations

Flexible/hybrid working arrangements

Volunteer leave

Healthcare scheme

GymPass discounts

Cycle to work

Parental leave

Job summary

Network Rail High Speed Ltd. in London is seeking a Passenger Assistance Manager to oversee passenger support across NRHS stations, primarily based at St Pancras International. You will analyse performance, manage improvements and work with train operators and station teams to enhance accessibility for all passengers.

The role requires strong stakeholder engagement, data-driven decision making and a passion for inclusive service delivery. Flexible/hybrid working arrangements are available.

Qualifications

• Strong customer service skills including Diversity and Inclusion awareness.
• Successful experience of leading, managing and developing people.
• Ability to demonstrate excellent organisational and planning skills.
• Understanding of customer needs and requirements.
• Ability to demonstrate decision making skills, assertiveness.
• General understanding of business improvement processes.

Responsibilities

• Analyse passenger assistance performance and identify trends.
• Review feedback and complaints to improve services.
• Lead improvement initiatives and support operational teams.
• Collaborate with stakeholders to deliver a seamless passenger experience.

Skills

Customer service

Leadership

Organisational skills

customer needs

Job description

Network Rail High Speed Ltd. in London is seeking a Passenger Assistance Manager to oversee passenger support across NRHS stations, primarily based at St Pancras International. You will analyse performance, manage improvements and work with train operators and station teams to enhance accessibility for all passengers.

The role requires strong stakeholder engagement, data-driven decision making and a passion for inclusive service delivery. Flexible/hybrid working arrangements are available.