Alex Whybro Email & Phone Number

South Benfleet, GB

London Area, United Kingdom

London, United Kingdom

At c2c Rail, I am responsible for leading on the development of Customer Experience improvements within the organisation and work closely with all departments to make this happen. In my role, I am responsible and lead on:- Service Quality Regime- Accessibility & Inclusion- Customer Policy- Customer Engagement Events- Car parking- Customer Experience.

London, Greater London, United Kingdom

In this role I was responsible for leading on the development of Service Quality within c2c Rail. I worked closely with all departments, Directors and business leaders to improve the Customer Experience. Main responsibilities include:- Develop and oversee the implementation of a systematic programme of inspections that includes inspecting pre-defined.

London

- Manage a Customer Relations team of 6 employees.- Respond to escalated complaints received in the department.- Resolve complex complaints & enquiries escalated by Rail appeals bodies. - Improved team response times despite receiving 20% more correspondence than the previous year. - Implement process improvement plans including rostering, staff.

Bromley, United Kingdom

Bromley, United Kingdom

A-Level/Btec National Diploma, A/B/Distinction/Distinction

A-Level Psychology (A) A-Level English Language (B) BTEC National Diploma in Music Performance (Distinction/Distinction)

Gcse'S, 12 A*-B Grades