Travel for All Team Leader

Transport for Wales; Graigwen; On-site; GBP 42,000 - 60,000; Full time

Job summary

Transport for Wales is seeking an experienced Travel for All Team Leader to support the Travel for All Manager in delivering an inclusive multimodal network. You will provide specialist guidance on accessibility, Passenger Assist, and regulatory requirements across all transport modes.

You will drive continuous improvement, oversee accessibility policies, coordinate engagement activities, and support delivery of accessibility-focused improvement programmes, ensuring safe and independent travel

Qualifications

• Knowledge of accessibility legislation and standards like Equality Act 2010, BS8300, PRM-TSI.
• Experience in transport sector accessibility initiatives, service delivery or customer experience improvements.
• Experience handling complex or sensitive customer enquiries requiring empathy and sound judgement.
• Experience supporting accessibility training or awareness activities.

Responsibilities

• Act as a Subject Matter Expert for accessibility and assisted travel across transport modes.
• Interpret accessibility policy and guidance to advise on compliant, practical responses.
• Support accessibility incident reviews with root‑cause analysis and inclusive solutions.
• Develop and improve operational accessibility processes and customer support arrangements.
• Coordinate accessibility panels and engage with external partners.
• Provide project management support to the Travel for All Manager.
• Research best practices in inclusion, equality, and accessibility to inform policies.
• Support regulatory and compliance reporting and risk management.

Skills

Accessibility knowledge

Transport sector experience

Stakeholder management

Communication skills

Empathy & professional judgement

Job description

The Travel for All Team Leader supports the Travel for All Manager to deliver the Travel for All strategy and inclusive and accessible multimodal network through the operational implementation of accessibility standards, customer support arrangements and regulatory requirements.

The role provides specialist expertise in rail and multimodal accessibility and Passenger Assist, supporting operational decision-making and service improvement across the organisation.
Acting as a Subject Matter Expert for accessibility and assisted travel, the postholder provides guidance and supports consistent operational responses

Role responsibilities

• Act as a Subject Matter Expert for accessibility, inclusive design, and assisted travel across all transport modes, embedding best practice through advice, assurance, and continuous improvement, so that customers can travel safely, confidently, and independently, and the organisation meets its Travel for All commitments.
• Interpret accessibility policy, standards, and guidance by analysing complex scenarios and advising on proportionate organisational and operational responses, so that services remain compliant, practical to deliver, and responsive to individual customer needs.
• Support and oversee accessibility‑related incident reviews by championing root‑cause analysis and inclusive solutions, ensuring learning leads to meaningful improvements in customer experience, safety, and confidence when travelling.
• Maintain, develop, and improve operational accessibility processes, policies, and customer support arrangements through continuous review, stakeholder engagement, and practical implementation, so that support remains effective, proportionate, and responsive to customer needs.
• Coordinate and supervise accessibility panels, forums, and engagement activities, ensuring effective oversight and alignment with organisational priorities and national policy frameworks, so that stakeholder insight drives compliant, inclusive, and evidence‑based outcomes.
• Liaise with external partners, accessibility organisations, and stakeholders to coordinate and support relevant projects and initiatives, ensuring organisational activity is aligned, well‑informed, and responsive to external expertise and expectations.
• Provide project management support to the Travel for All Manager through planning, monitoring, and stakeholder coordination, contributing to the successful delivery of accessibility‑focused improvement programmes.
• Conduct research into best practice, inclusion, equality, and accessibility to generate evidence‑based insight, ensuring organisational policy, training, and service improvements are informed, relevant, and aligned with evolving expectations and standards.
• Support regulatory and compliance requirements through robust reporting, enabling informed decision‑making, risk management, and measurable progress against accessibility obligations.

Who we're looking for

• Knowledge of accessibility legislation and standards including the Equality Act 2010, BS8300 and PRM-TSI requirements.
• Experience within the transport sector supporting accessibility initiatives, operational service delivery or customer experience improvements.
• Demonstrable experience managing complex or sensitive customer enquiries requiring empathy and professional judgement.
• Demonstrable experience supporting accessibility training or awareness activity.
• Understanding of the social model of disability and key political concepts/issues facing customers who experience access barriers.
• Experience of engaging effectively with accessibility stakeholders and customer groups.
• A track record of building positive relationships, managing projects and coordinating actions with multiple stakeholders.
• Written and verbal communication skills including preparation of reports, guidance documents and presentations.

Welsh Language Skills

While not essential for this role, Welsh language skills would make a great addition to your application.

TfWsupport anyone who wants to learn Welsh or improve their skills. We offer online learning, classroom courses and funding attendance at local community courses.

We're changing the way the transport industry looks. By celebrating and embracing differences, we're building a workforce that represents Wales. We need talented people from all backgrounds and cultures to bring their perspectives and experiences. Diverse teams make better decisions and drive innovation. Join us in transforming the way Wales travels.

Who we are

Transport for Wales is changing the way Wales travels, making sustainable transport the first choice. We're building a multimodal integrated transport network called the T Network, making it easier for people to travel by train, bus, walking, wheeling and cycling.

We're a Disability Confident Leader. Let us know about any reasonable adjustments you may need in the recruitment process and as part of the role if you are successful.

This advert will close at 23:59 on the day of the application closing date stated above. However, we reserve the right to close this vacancy early if we receive enough applications. We encourage you to submit your application as early as possible.