Designation: Head of Customer Service & Experience / Deputy Head of Customer Service & Experience

Job description

Responsibility

The primary responsibility of the job holder is to plan, direct and manage the working of the Duty Operations Managers and Station Managers for safe efficient operations and well being of passengers who use DTL stations and trains.

The jobholder is expected to plan, direct and manage the working of the Customer Service & Experience department and the conduct of all employees engaged in the movement of passenger traffic in a safe and customer oriented manner. Major roles and responsibilities include:

Control of passenger traffic movement through stations and trains.
Upkeep and improvement of passenger relations.
The maintenance of the efficiency and effectiveness of the staff through a process of continuous performance monitoring and competency assurance.
Enforcement of RTS rules and regulations, DTL Operating Rules and Procedures.
Establishment of local work instructions and crowd control plans and their constant review of their adequacy, effectiveness and compliance.
Establishment of emergency contingency plans and their constant review of their adequacy and effectiveness.
Review of operating performance and consideration of improvements in the methods of working.
Develop and review Rules, Procedures and Work Instructions.
Constant interest in the welfare of staff.
Work with and provide inputs to Corporate Communications, Legal, Rental and Leasing departments, Rail Engineering / LTA on passenger related matters, Engineering / system design and layout issues which potentially impact station and passenger movement on the DTL.
Deal with and provide inputs to Rail Engineering on procedure development works.
Lead, promote and monitor the implementation of the Safety Management System at the department level.

Requirements

Degree in any specialization
Experience with customer service experience in Hospitality, airport & healthcare will be considered
Possess sound knowledge on various aspects of operating a modern metro system in safe, efficient and reliable manner.
Provide leadership, strategic thinking, decision making, communication, influencing, motivation, organization, analytical reasoning and crisis management.

Head of Customer Service

Executive Director, Head of Customer Service Excellence, Group Retail