TITLE: Passenger Team Assistant
GRADE: A
MANAGER: Passenger Team Manager
To make a difference for train, bus, coach and tram passengers by providing high quality administrative support to the Passenger Team, acting as the central hub of all incoming contacts. The Passenger Team Assistant will receive, log and assign passenger queries and issues, signpost stakeholders to the relevant contact and be the key day-to-day liaison with our outsourced call centre. It will also be part of this role to manage the Passenger Focus switchboard, take responsibility for external visitors to the Passenger Team, ensure that assistance is given in respect of Passenger Team administration activities and organise larger project or team meetings.
The Passenger Team Assistant will be based in Manchester, reporting to the Passenger Team Manager (PTM). The PTA will provide high quality administrative support to the Passenger Team, who work with passengers, passenger groups, Bus / Coach / Tram Operating Groups, Train Operating Companies and Network Rail to deliver significant improvements to the quality of passenger journeys across Great Britain. The post holder will also be involved in cross-organisational working in project teams to support the delivery of work theme plans.
The post will be based in Manchester and will include some travel, as and when required.
ADMINISTRATION
Ü Handle, log and distribute all incoming passenger and stakeholder contact, identifying the appropriate route for queries and issues.
Ü Assist with Passenger Team administration duties where relevant.
Ü Draft correspondence as required for the Passenger Team Director and Passenger Team Manager.
Ü Carry out mail merges for the team, or organise external provision for large scale mail merges.
Ü Participate in local research initiatives, such as passenger surveys and station events.
Ü To provide cover for the distribution, collection, scanning and franking of Passenger Team post.
INFORMATION MANAGEMENT
Ü Ensure both stakeholder and passenger CRM databases are properly maintained according to required quality and timescales.
Ü Collate train operating company / bus operating group data, presenting this to Passenger Team as appropriate.
FACILITIES MANAGEMENT
Ü Organise meetings and conferences to support team activity, managing all administrative and logistical aspects including venue sourcing and contracting, correspondence and collating papers, catering, administration and note-taking where appropriate.
COMMITMENT TO IMPROVEMENT
Ü Actively contribute to discussion, development and implementation of any changes to team systems and processes.
ESSENTIAL:
Ü Fluency in spoken and written English
Ü Demonstrated experience of working in a comparable role
Ü Proficient in the use of Microsoft Office (Word, Excel, PowerPoint and Outlook).
Ü Effective writing skills.
DESIRABLE:
Ü A minimum of 5 GCSEs, including English Language or equivalent educational attainment.
Ü Experience of Microsoft Dynamic CRM or other case management system
Ü Knowledge of, or interest in, the transport industry.
Ü An understanding of passenger aspirations and an interest in how passenger issues are identified and improved.
WORKING WITH OTHERS
Works effectively as part of a team by collaborating with others and contributing towards team goals. Professional in approach. Demonstrates empathy and understanding of others' viewpoints in order to build rapport. Supports colleagues and works cross functionally to provide an effective input to the organisational team. Manages the expectations of others. Gains cooperation from others by talking through issues and solutions.
INFLUENTIAL COMMUNICATION
Communicates in a way that can be easily understood. Speaks clearly and concisely at an appropriate pace, checking for understanding. Presents verbal and written information in a structured way. Actively listens to others and asks questions to indicate engagement or for clarification. Engages positively when communicating with others. Adapts communication style to the needs of the audience and situation. Conveys credibility when communicating at all levels of the organisation.
FLEXIBLE PLANNING AND ORGANISING
Systematic and methodical when developing structured plans to manage own workload. Considers timescales and the materials available and manages these effectively in order to meet deadlines. Recognises the need to be flexible in approach to completing tasks.
CONTINUOUS IMPROVEMENT
Committed to continuously strive for results and takes pride in producing work to high standards. Committed to improving self through learning from own experiences.
TENACITY AND RESILIENCE
Works well under pressure, focused on completing tasks. Delivers consistent quality representation of the organisation and retains business focus in difficult situations.
STRATEGIC THINKING
Demonstrates organisational awareness. Understands the role of the organisation and who the stakeholders are. Recognises how own role impacts and links into organisational objectives. Thinks through the wider consequences of their actions and how these will impact on organisational goals.
Ü Passenger Team Manager
Ü Senior Passenger Team Advisor (Workflow)
Ü Senior Passenger Team Advisors
Ü Passenger Team Director
Ü Passengers
Ü Passenger and Resources Team
Ü Train Operating Companies
Ü Rail Industry Organisations
Ü Bus / Coach / Tram Operating Groups
Ü Local Authority contacts
Ü External suppliers
1
Dec 2011