Kim Griffin Email & Phone Number

Horsham, Gb

Three Bridges Rail Operating Centre

- Accountable for the delivery of information and CCTV management from the Three Bridges Rail Operating Centre and London Victoria Control providing information and support for customers, stakeholders, and staff across a range of organisations.- Led a team of 7 managers and 66 team members and set organisational vision, strategy and design delivering a 30% improvement in feedback on staff training and development.- Delivered Arrakis app to 3500 GTR staff achieving high levels of utilisation and worked collaboratively with NR and other TOCs on streamlining delivery.- Delivered Microsoft Teams implementation as a live 2-way communication tool between Control and stations.

Three Bridges, West Sussex, United Kingdom

- Accountable for on-shift delivery of the GTR train service in aspects of incident management, response and information delivery.- Workstream lead for visual management and performance.- Stakeholder management through relevant forums and groups, providing a representative from Network Operations to engage in our improvement programmes.

Three Bridges Rail Operating Centre

- Accountable for the delivery of information from the Three Bridges Rail Operating Centre for GTR customers, staff and executive teams.- Set the strategy for the Control information team including the development of the Control structure for Thameslink 2018.- Delivered substantial organisational change to improve team output and account for the development of information systems.- Introduced a collaborative role with TfL and Network Rail in the TfL Palestra building to support passenger demand through Thameslink.

Three Bridges Rail Operating Centre

The role has the responsibility to lead and direct the information and customer experience management team in the provision of real-time information to customers and other experiential services from the GTR Three Bridges Control Centre. The role also has a central strategic role in driving tangible improvements that achieve the best possible customer journey experiences across the GTR network.

London, United Kingdom

• Accountable for the effective delivery of information to customers and stakeholders.• Ensure information is of the highest quality, is accurate and is delivered in a timely manner to stations, on train staff, the company website and to 3rd party websites and services.• Lead and be accountable for the Social Media Engagement team within the business. • Lead the information team in delivering real-time customer information using existing technology and spearheading the use of social media as a real time customer experience and information tool to interact and influence customers. • Leading and managing the teams that use and update information systems on a daily basis. Effectively manage day to day issues pro-actively and implement plans to ensure an efficient response, whilst ensuring delivery of performance targets.• Recruit, manage, motivate and develop teams to maximise performance.• Participate and work with both local and industry steering groups to assist in the delivery of business objectives.• To lead customer communications delivery for major engineering work programmes on the network.• Challenge normal business process, by introducing innovative / technological improvements to enhance overall customer experience. Influence and change business strategy to embrace new thinking and solutions to current and future business initiatives.

London, United Kingdom

• Lead a team of Local Information Controllers in the delivery of customer information through the on platform train information system and help points. • Deliver the highest quality customer information through the company’s social media channels.• Assist and communicate effectively with staff and customers, ensuring they are advised of delays and cancellations of service and are regularly updated with current information.• Take a pro-active approach to fault discovery, logging and resolution.• Undertake a Customer Service support role, taking the lead in updating information to our customers through the technology available.• Monitor a range of information channels to ensure that they are presenting ‘one version of the truth’.• Respond to and deal with Customer Complaints / Praise, and other information received in a timely and appropriate manner. • Motivate, help identify training/coaching needs and work towards plans to resolve these issues.• Challenge inappropriate behaviour/poor performance.

Helping artists take control of their digital promotion.

London, United Kingdom

• Function band leader - driving up corporate and private bookings.• Tutor – delivering bass guitar tuition to individuals and small groups of all ages• Session Musician – live performance and studio recording

London

Master Of Business Administration - Mba, Distinction

MBA completed with GCU, studying part-time as part of an apprenticeship with Govia Thameslink Railway (GTR), the Chartered Institution.

Bachelor Of Arts (Ba) (Hons), Contemporary Music, 2:1

Higher Diploma, Contemporary Music