1. Lead the Performance Improvement team within the joint partnership performance structure on East Midlands Route, and own customer facing activity with the TOCs aligned to the Route Director.
2. Act as the focus for all day-to-day contact within the area for all external and internal stakeholders represented in the Route so that customer performance delivery issues, including asset, operational, customer, external and seasonal issues, are addressed.
3. Manage customer concerns proactively by taking account of them and in consultation with other departments take corrective action as necessary, thereby achieving the best possible level of customer satisfaction. Facilitate performance improvement meetings to achieve this.
4. Work in conjunction with other members of the Joint Performance Team to lead performance improvement activity.
5. Monitor operational and maintenance activity to ensure it is focussed on delivering customers’ needs.
6. In conjunction with the Performance Manager, identify and analyse performance trends and implement the subsequent improvement opportunities.
7. Drive ‘in the line’ action plans by liaising and building relationships with all key internal and external industry partners to develop an overview of performance improvement activities. Measure the effects of these schemes, providing advice on priorities as necessary, as well as feedback and updates to internal and external stakeholders.
8. Monitor progress and report on business performance improvement initiatives. Monitor and report on a programme of assurance, work quality and asset condition checks. Compile periodic reports and analyse trends. Make recommendations to address issues that require management action.