Ray Mcmahon Email & Phone Number

Scotland, United Kingdom

Scotland

Edinburgh Waverley

Scotland

Lead and direct a team of Customer Service staff to deliver continuous improvement of our customers on train experience including, safety, train service delivery and resource utilisation to achieve quality and performance targets.Develop and implement policies to ensure a safe working environment and adherence to safety standards.Manage station interfaces with relevant Station Facility Owners ensuring compliance with Access Agreements.Develop and expand relationships with other Train operators, Network Rail and external bodies.

Edinburgh, United Kingdom

The role of a Duty Station Manager was to provide a minute-by-minute management of the station, ensuring that all service standards are met by the front line staff and responsible for all for all aspects of service within the station, including ticket office, concourse, customer information desks, information and customer service, train dispatch and train/station cleaning. This role was an integral part of the delivery of the service with a hands on role in ensuring standards are met by having the dispatch of trains, ticket sales and train cleaning included as part of their daily workload on a shift basis.Accountabilities:Management of Contractors working on the station, in conjunction with the relevant access documentation and method statements for the works being carried out.Accountable for the briefing and development for the 1st line colleagues under their control.Monitor the delivery of station environmental quality, safety, maintenance, cleaning and customer service standards and performance, taking action where necessary to achieve required standards, ensuring a clear focus on attention to detail.Accountable for the stations compliance with TRANSEC and company security standards, including colleague briefing and station inspections.Ensuring that performance and safety management processes are carried out correctly and that failures are notified, investigated and corrective action taken

The main purpose of this role was to deliver required assessments of on train and station despatch staff that hold a safety critical licence and ensure they are competent in their role.Complete internal/external audits as required to ensure systems and standards are being followed and provide completed reports.Attend and Chair local and regional H&S meetings reviewing working standards, safety inspections, accident/incidents and trends ensuring that a good working partnership with H&S representatives and local union representatives is maintained. Attend and participate in internal/external assessor, standardisation meetings.Carry out competence training and coaching to new and existing candidates ensuring candidates meet the required railway standards.I held a valid PTS card and qualified as a D32 competence assessor with auditor experience and worked within the team as an induction trainer.I was required to have a working knowledge of Safety Critical Work Regulations, Network Rail and Group Standards applicable to staff competence

York, United Kingdom

Responsible for recruitment and training of front line customer service staff, team leaders and managers. Part of a team that designed an industry-leading induction programme for all new entrants to the company. Responsible for design and delivery of corporate induction programme for 50 external-hire Customer Service ManagersSupported and developed over 80 people to career progression goals within the company over a five-year periodIncreased customer satisfaction levels to an all-time high on the East Coast Main Line

Edinburgh, United Kingdom

Responsible for the safe running of passenger trains, revenue protection and the overall customer service experience.

Nebosh, Nebosh

City & Guilds, D32/33 Assessor

City And Guilds Engineering

205/1/2 Mechanical engineering. 4 Year apprentice day release

Education record