Service Quality Regime Support Manager (Internal Only)

St Patrick's House, Cardiff

Please note: this advert is only open to applications from internal applicants within Transport for Wales Rail Services. If you are not an internal applicant, your application will not be considered.

As we continue our journey to transform the railway across Wales and the Borders, we have an exciting opportunity for an innovative and influential individual to join our team as a Service Quality Support Manager.

As a key part of the Service Quality Regime, you would be responsible for helping drive forward improvements across the business by providing valuable support to the delivery functions as they seek to address actions raised from SQR inspections. This would involve daily interaction with all levels of the organisation, benefitting from strong interpersonal skills and a positive mindset.

Detailed knowledge of Railway Franchise Service Quality Regimes, and in particular the associated Time to Fix elements is key, with a strong focus on providing demonstrable evidence of having successfully improved station manager engagement and buy-in with a Railway Franchise Service Quality Regime. You will also be responsible for scheduling and supporting the delivery of rostering arrangements.

This is a fast-paced role where experience of working to service level agreement timescales related to Service Quality franchise commitments is essential, along with experience of managing contracted provision of defect resolution works in a Railway Stations environment being highly desirable.

Use of software systems is an important part of the role, so you should be comfortable with the standard office package, including use of Excel in particular. You will also have the ability to operate administrative functions within a Maximo based asset management system, with experience of auditing both the initial standard of service requests as raised, and the status alterations through the lifecycle.

If you would like any further information on the role, please view the below job description for more information.


TfW JD - SQ Support Manager (1)


  • Location: St Patrick's House, Cardiff
  • Job Title: Service Quality Regime Support Manager (Internal Only)
  • Hours: 37
  • Salary Dependent on experience
  • Closing Date 05/06/2020
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