Customer Care Representative processing calls and managing service tasks for Crown Equipment Corporation. Dispatching technicians and handling service billing in a fast - paced environment.
About the role
- Accessibility and Customer Experience Lead shaping digital ticketing innovation at RDG for UK rail. Driving user-centric design and stakeholder engagement in governance forums.
Responsibilities
- Champion a customer-first culture across the programme and a wide range of stakeholders.
- Lead the development of accessibility / customer experience approach, ensuring alignment with industry Accessibility roadmap and programme goals.
- Influence senior stakeholders and decision-makers using data-driven insights and compelling narratives.
- Act as lead representative for accessibility and customer experience in governance forums, steering groups, with Train Operating Companies and station staff.
- Recommend an appropriate customer research and customer satisfaction evaluation approach and oversee its design and execution within diverse stakeholder groups.
- Translate insights into strategic recommendations and product roadmaps.
- Ensure research methodologies are robust, inclusive, and scalable.
- Maintain oversight of business and solution requirements, ensuring they reflect evolving accessibility and customer needs.
- Lead the development and execution of comprehensive training and readiness strategies for Train Operating Companies (TOCs) staff.
- Oversee the creation of high-impact training materials and delivery plans, tailored to diverse audiences.
- Ensure readiness assessments, go-live planning, and post-launch support are aligned with programme milestones.
- Drive continuous improvement in training effectiveness and user adoption.
- Build and maintain strong relationships with TOCs, suppliers, and internal teams to ensure alignment and collaboration.
- Facilitate cross-functional workshops, user groups, and engagement sessions to gather feedback and foster co-creation.
- Act as a trusted advisor to programme leadership on accessibility and customer experience matters.
- Own the delivery of key artefacts including but not limited to customer research reports, business requirements, training materials, and go-live communications.
- Ensure documentation is maintained to a high standard and supports audit, compliance, and knowledge transfer.
- Monitor and report on customer and staff experience KPIs and training outcomes to inform strategic decisions.
Requirements
- Proven leadership in accessibility and customer experience strategy across complex digital programmes.
- Extensive experience in customer experience domain, service design, and stakeholder engagement.
- Strong understanding of accessibility standards and inclusive design principles.
- Demonstrated ability to influence senior stakeholders and drive change.
- Expertise in training strategy, content development, and delivery.
- Exceptional communication and presentation skills.
- Experience in agile environments and cross-functional / cross-organisational collaboration.
- Strong analytical and problem-solving capabilities.
Benefits
- 75% off rail travel for personal and family use, plus international rail discounts.
- 30 Days annual leave (plus buy/sell options and additional leave for key life events)
- Season ticket loan for commuting costs.
- Enhanced family leave – 30 weeks full pay for maternity, adoption, surrogacy, and shared parental leave.
- Pension scheme – up to 11.58% employer contribution.
- Private medical insurance (Vitality PPP) including mental health and specialist care.
- Discounted gym membership and access to wellbeing programmes.
- Career Development & Progression – influence long-term ticketing strategy, work with leading-edge technologies and partners, and gain exposure to transport and government stakeholders.
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
Customer Care Rep responsible for processing calls and dispatching technicians. Supporting record maintenance and interdepartmental collaboration for Crown Equipment Corporation's customer care operations.
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