Wayne Dixon Email & Phone Number

Bishop Auckland, England, United Kingdom

Co Durham

Newcastle Upon Tyne, United Kingdom

My role was to provide strategic leadership, direction and monitor the performance of our Train Crew Management and Planning teams. Responsible for approximately 200 members of staff.I was responsible for driving a culture of industry best practice in all aspects of operational safety to achieve the highest standards within Metro.I fostered strong collaborative working relationships with internal and external stakeholders including our Trade Unions.

South Gosforth, Newcastle

Responsible for the delivery of customer service excellence and passenger facing obligations through the leadership of staff and strategic management of DBTW environments.I am responsible for managing the Station Delivery teams which include the front line customer services, Legal, Communications, Passenger Services and SecurityI am accountable for achieving DBTW’s objectives for the delivery of all contractual obligations, including Service Quality, Staffing Hours, Revenue Protection regimes, committed obligations and event management.I develop the Security & Revenue protection strategy, deployment plans in conjunction with our client.

Member of the Operations Team bidding to design, build, maintain and operate the Sydney Metro where I was responsible for writing the consortium’s Customer Service Strategy and the Electronic Ticketing Systems schedule. I also assisted in writing sections of the Operations schedules ensuring customer focus and consistency across the plans

Responsible for providing advice, guidance and support to the Station Masters and Station Agents on the Dubai Metro during the first weeks of operation ensuring safety and customer service standards were achieved.Experience of working with a culturally diverse workforce from the Middle East, Philippines, Africa, Asia and the Indian sub-continent.

Played a leading role in bidding for the Tyne & Wear Metro concession responsible for delivering a major part of the customer services vision and plan for re-energising the Metro business.Developing new strategies and plans as well as producing business cases and writing substantial sections of the bid document.Undertaking situational analysis of the stations RADAR writing experience

Direct responsibility for all station and retail activities within the North area of the business : Responsible for 142 Stations across the North of England including 20 Ticket OfficesOverall responsibility for 139 staffResponsible for chairing union negotiations at local and company levelsDelivery of high levels of customer service, measured internally and externally

Newcastle Upon Tyne, United Kingdom