Accessibility And Integrated Travel Manager

About us:

Here at c2c we take pride in being an award-winning train operator running services between Fenchurch Street and Shoeburyness, serving 26 stations in East London and South Essex. Our customers never stand still and neither do we. We anticipate, innovate and flex around our customer’s needs and it takes a great team to do this.

What you’ll do:

This is an integral role within c2c’s Customer Experience team, tasked with championing an inclusive environment for all c2c Customers, and placing Accessibility and Integrated Travel at the heart of everything we do.

Reporting into the Head of Customer Experience, the Accessibility & Integrated Travel Manager will support in ensuring we deliver our strategy and programmes of work on improving Accessibility and integration for all our customers. The role holder will take ownership of a variety of projects and ensure that these are successfully delivered from start to finish.

The ideal role holder will be a subject matter expert in relation to customer Accessibility and join the team accountable for delivering the compliance aspects of our commitments (under the Accessible Travel Policy and Equality Act 2010), at the same time as championing service above and beyond compliance. The Accessibility & Integrated Travel Manager will be required to collaborate with other internal teams and colleagues to enable continuous improvement in customer experiences based on real world needs and identified pain points, as well as work with industry partners and stakeholder groups.

As well as taking responsibility for the management of pre-planned projects of work, the role holder will be required to support in the quick delivery of solutions to problems raised by customers, colleagues and stakeholders.

The role holder will also be focused on improving the customer experience by leading the relationship with our Accessibility Panel, as well as working with the c2c Passenger Panel and other train operating companies across the industry.

Key responsibilities inc:

• Act as our Accessibility champion across the organization, delivering best practices through customer engagement and insights to improve Customer Experience.
• Develop operational plans that provide confidence, support and direction to our front line and management teams, enabling them to be accountable for all aspects of a journey.
• Ensuring that our commitment to ensuring the ORR handover protocol is followed (part of day-today delivery)
• To build strong partnerships and relationships with Disabled user groups, government, councils and other interested parties to identify opportunities to raise greater awareness of obligations, strategic plans and issues as needed.
• Work with internal partners including the L&D department to ensure that training meets and exceeds industry standards.
• Support the Accessible Travel Policy (ATP) programme of work, ensuring that all aspects of the ATP are complied with and understood across the business, and escalating where needed.
• To develop partnerships with Integrated Transport Authorities, local authorities, transport operators, the development and community sectors and other partners to
• improve the end-to-end journey experience for all customers.

What is takes:

This role requires a strong passionate candidate who is capable of championing accessibility at the highest level, be comfortable in challenging the status quo where needed to drive customer experience improvements across c2c, specifically supporting our customers and potential customers with additional needs.

• Robust knowledge and application of accessibility standards
• Driven by continuous improvement.
• Experience of delivering training both virtually and face to face
• Experience of creating and review DIA/EQIA’S
• Experience of dealing with high profile complaints
• Experience of dealing with regulatory bodies
• Knowledge and interest of law surrounding disability rights.
• Managing tight & challenging deadlines

What we offer:

• Attractive salary up to £45k dependent on experience
• Final salary pension scheme
• 25 days plus all bank /public holidays recognized in England
• Free travel on c2c and discounted travel on other National Rail services
• Access to an online benefits portal, a one-stop shop for a variety of rewards and benefits.

To apply for this vacancy, click on Apply Now.

Let us know why we should choose you in your application and accompanying covering letter. It is an important opportunity for you to showcase your skills and experience that make you the right candidate for the role.

Before you apply, please thoroughly read through the job spec to ensure you are the right fit for the role and highlight specific ways your experience and skills makes you an excellent candidate, with real life examples.

The closing date for applications is 17th December 2023.

Shortlisting will be carried out based on the information provided in your application.

Feedback will only be provided if you attend an interview or assessment.

Building an inclusive workplace with a diverse workforce where everyone can feel they belong and be able to do everything to the best of their ability regardless of gender, ethnicity or any other characteristic is a key commitment for us.

We are proud of the progress we’re making at c2c and we continue for it to be a significant focus in our business. as we strive to create workplaces that reflect the communities we serve.