Head of Retail Delivery – Pontypridd, Wales
Salary: Salary up to 79,059The Role
The role will be responsible for ensuring systems and processes are in place to better enable customers to pay for travel, helping to reduce revenue at risk, improve the overall customer experience and expand passenger revenue targets whilst delivering excellence in retail.
The post-holder plays a critical role in ensuring vital commercial systems and third-party retail channels and revenue protection systems are effective and optimised to the needs of the organisation and aligned to strategies to protect and grow revenue across the network.
Role responsibilities
- Lead on the development and implementation of systems and processes to better enable customers to pay for rail (and in future bus) travel, helping to reduce revenue at risk and improving the overall customer experience.
- Lead on the management and proper use of interfaces between the customer and our retailing function to ensure that revenue is collected and protected. Such systems include:
- Ticket Vending Machines
- Booking office ticket machines
- Mobile ticket machines (used on board,at special events and in mobile revenue protection operations)
- Ticket Gatelines
- DigitalRetail (Website and App, Smartcard and contactless PAYG)
- Management of retail agents operating under an agency retail licence across Wales and Borders as well as overall responsibility for the wider community retail strategy including convenience store retailing.
- Business owner and recipient of new retail systems and ways of retailing in conjunction with the Retail Systems Manager, ensuring smooth acceptance of new systems from early engagement with the strategic arm of Commercial Revenue and digital projects through to business-as-usual operation.
- Working on a cross-functional basis to ensure that ticketing, revenue collection and fraud activities serve to grow revenue and enhance the customer experience as part of the wider customer journey.
- Engage with, influence (wherenecessary) and lead relationships with industry, stakeholders and governmental/regulatory bodies that are needed to facilitate the delivery of our commercial revenue strategies
Who we’re looking for
- Comprehensive understanding of rail retailing and revenue protection systems, both customer-facing and back office.
- Practical experience working in a pressurised team environment
- Acustomer-service ethos both in terms of own/team delivery, and in demanding the same from our suppliers.
- Proven leadershipskills and a track record of coaching and developing others.
- Must be fully conversantwith Microsoft Word,Excel and PowerPoint
Welsh Language Skills
While not essential for thisrole, 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.
EqualOpportunities
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.
Next steps
See attached Job Description for further details and how to apply. If you want to find out more about what we’re doing in Wales, see our Annual Report.
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.
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