Senior Passenger Experience & Accessibility Manager

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

Benefits offered by this job

Generous annual leave

Defined benefit pension

Rail/underground season-ticket subsidy

Flexible/hybrid working

Travel loan

Job summary

Network Rail High Speed Ltd. is responsible for operating and maintaining the UK's only international high-speed railway. The role oversees passenger assistance across St Pancras International and NRHS stations, focusing on accessibility and exceptional customer service.

You will lead a passionate team, manage relationships with frontline staff, regulators, and industry bodies, and drive continuous improvements to ensure an inclusive travel experience for all passengers.

Qualifications

• Strong customer service skills with diversity and inclusion awareness.
• Experience in leading, managing and developing people.
• Excellent organisational and planning skills.
• Understanding of customer needs and requirements.
• Demonstrated decision-making abilities and assertiveness.
• General understanding of business improvement processes.
• Knowledge of the Equality Act and rail industry diversity policies.
• Overall understanding of railway industry structure and responsibilities.

Responsibilities

• Lead passenger assistance improvement initiatives and projects.
• Collaborate with station teams, operators and partners to enhance accessibility.
• Analyse performance data, trends and feedback to identify improvement opportunities.
• Support operational teams and shape the passenger experience across NRHS stations.

Skills

Customer service

People leadership

Organisational skills

Understanding customer needs

Decision making

Business process improvement

Equality Act & inclusion knowledge

Railway industry awareness

Job description

Network Rail High Speed Ltd. is responsible for operating and maintaining the UK's only international high-speed railway. The role oversees passenger assistance across St Pancras International and NRHS stations, focusing on accessibility and exceptional customer service.

You will lead a passionate team, manage relationships with frontline staff, regulators, and industry bodies, and drive continuous improvements to ensure an inclusive travel experience for all passengers.