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At the Rail Delivery Group (RDG), we are committed to creating an inclusive environment for all individuals. We want to attract candidates from every background irrespective of culture or belief, instilling camaraderie in the workplace, whereby the integration of individual thoughts and values are encouraged. We strive to avoid and challenge discrimination against individuals with regard to gender, race, colour, religious beliefs, national origin, age, disability, sexual or relationship orientation.

About RDG

Rail plays an ever more crucial role in Britain, with long term growth in customer and freight.  The Rail Delivery Group brings together all passenger and freight operators with Network Rail and HS2, providing services and support to enable them to succeed by delivering better services for customers.

RDG exists to unify, challenge and change.

RDG’s values, known as ASPIRE, are Accountability, Support, Partnership, Inclusive, Respect and Excellence.  Our values form an integral part of our recruitment, performance and recognition processes.

RDG supports Smart Working arrangements. As part of our smart working principles, we have adopted the hybrid style of working which allows employees the freedom to split more of their time between the home and office. All we ask is that you do a minimum of 2 days a week in the office, the rest of your time can be working from home or elsewhere. We believe this improves productivity through a focus on outputs and enables a better work life balance for all our employees.

Find out more about: Rail Delivery Group, our values, and the benefits available to our staff.

The RDG has for several years been advocating for structural reform of the rail industry. Earlier in 2021, we welcomed the white paper as a transformational moment for the industry. We are actively supporting and engaging in the reform of the industry and are clear that there will be some changes as to where in the long term, some functions of the important work we do is carried out. This is a once in a generational moment for the industry and the roles listed below are opportunities which will play an important part in delivering for customers and against the Government’s long term vision for the sector. It is an exciting time to help shape and evolve a sector which is vital to support the long term prosperity of the nation as we look to recovery.
Equality, Diversity & Inclusion Charter

Equality, Diversity & Inclusion Charter

Disability Confident

Disability Confident

Time to Change

Time to Change

Young Rail Professionals

Young Rail Professionals corporate member

Our current vacancies

Public Affairs Manager (12 month fixed term)

Salary Band: £40,000-£50,000

Closing Date : 11 August 2022

We are currently seeking a Public Affairs Manager to support the Head of Strategic Communications and wider communications leadership team

What is the purpose of this job?

This is an excellent development opportunity for someone who wishes to expand their current knowledge and skills. We’re looking for an enthusiastic and pro-active team player with an excellent understanding of the political and stakeholder environment within which rail operates. The role requires advocacy whereby the post-holder influences stakeholders and politicians to take action, and to build effective coalitions of support for industry initiatives or policy positions. It is essential that the post holder can work effectively with the wider senior management, the wider team and members to provide holistic engagement strategies in support of RDG’s priorities and active support to the executive team.

What can I expect to do in this job?

The following is not exhaustive but summarises the key aspects of the role. You will be required:

  • To support the Head of Strategic Communications and wider stakeholder function in implementing effective public affairs strategies and campaigns with powerful messages that deliver the RDG’s objectives.
  • To monitor and influence the development of legislation, the legislative process and other formal parliamentary proceedings in Westminster and the devolved assemblies
  • To help deliver a programme of parliamentary engagement with MPs, peers, party advisers, researchers and candidates
  • To help deliver a programme of wider stakeholder engagement in support of RDG’s objectives.
  • To respond to enquiries and correspondence from parliamentarian and stakeholders developing the RDG’s reputation as the first port-of-call for industry-wide queries.
  • To provide regular updates, intelligence, briefings, analysis and public affairs support and advice to RDG Executive.
  • To contribute to the wider communications functions of the team, working on multi- disciplined public interventions.

What experience, skills and knowledge do I need?

As well as being educated to degree-level or possessing equivalent professional experience, you will need the following essential and desirable skills, knowledge and experience:

  • Demonstratable experience of having worked in a political, public affairs or campaigns capacity
  • Strong understanding of the parliamentary and political process, including legislation, the civil service and main political parties
  • Good understanding of wider campaign strategies and the role in which both Parliament and the media play in delivering public affairs priorities
  • Ability to build and maintain positive working relationships with opinion-formers and decision makers from across the political spectrum, and other stakeholders
  • Strong political acumen and sensitivity; an understanding of the factors that motivate and influence political parties and corporate players in the rail sector
  • Ability to think creatively and strategically to devise and manage effective public affairs campaigns
  • Excellent written and oral communication and interpersonal skills, with a keen attention to detail and ability to write across a range of styles, including briefings, articles and speeches.
  • Good analytical and research skills, and the ability to manage own workload and prioritise work in a pressurised environment to meet deadlines
  • Enthusiastic and creative, with good organisational skills, determination and stamina; flexible, team player with personal integrity and the ability to gain confidence of senior figures

Desirable

  • Demonstrable success working on lobbying campaigns to meet corporate goals, in-house or on behalf of clients
  • An understanding of transport policy, the business world and media
  • Desire to be a persuasive advocate for the public-private partnership in rail
Transition Manager -Permanent

Salary: £39000 – £50456 

Closing Date: 9 August 2022

What is the purpose of this job?

The primary role of the Transition Manager is to lead the transition approach and support in the delivery of the Smart Ticketing Hub (STH) migration programme.

This role will be critical to ensuring the successful implementation and transition of services into the new CBO Live Service Operating Model, ensuring services are ready for go live. 

What can I expect to do in this job?

  • Developing a high-level Transition approach for the onboarding of the new service providers for the replacement service and the exiting service provider.
  • Developing the detailed Transition and Exit plan incorporating the new supplier’s Transition plan and the existing suppliers exit plan, working collaboratively and agreeing it with all responsible stakeholders supporting the CBO STH Programme.
  • Developing specific acceptance criteria between the existing supplier, and the new service supplier to define when a service is officially handed over from existing incumbent and responsibility for support is passed to the new Supplier.
  • Agreeing an interim and final Service Management Service/Support Model to ensure the continued delivery of the incumbent’s service until the transition is finalised into the replacement.
  • Ensuring that the existing service is not impacted by the transition.
  • Onboarding the new supplier, making recommendations for service go no-go decisions
  • Ensuring knowledge transfer occurs between the incumbent and the new service supplier.
  • Providing progress and stage checkpoint reports as agreed with the Project Manager.
  • Identifying and advising the assigned Project Manager and Programme team of any risks, issues, assumptions, dependencies associated with the transition activity, assess them, and manage them as required.
  • Advising the Project Manager and Programme team of any deviations from the plan, recommending corrective actions and prepare exception reports as necessary
  • Ensuring all stakeholders and participants are informed and aligned at all stages of the Transition lifecycle for the Programme
  • Supporting the STH Migration programme and CBO Service Delivery Lead to implement the programme transition plan to onboard the new CBO suppliers and seamlessly transition service to live service from the incumbent supplier to the new service arrangements. This will follow the exit process and strategy of the existing incumbent supplier agreement
  • Provide project specific input to support the assurance and delivery of the service transition, working closely with the STH Programme Team, TOC’s, current and new suppliers to ensure the services are implemented in line with the transition plans, acceptance criteria and project specific outcomes are delivered on time and where possible ahead of the projected service go live. 
  • Work closely with the Programme and Project team to ensure all aspects of the service transition, readiness and functionality are considered making key recommendations for go no-go decisions at critical points in the project lifecycles
  • Manage the Change and Release Manager

What skills, experience and knowledge do I need?Essential

  • Professionally qualified with a relevant degree, plus relevant vocational experience.                       

  • Significant vocational experience, demonstrating development through involvement in a series of progressively more demanding relevant and technical leadership roles, and the acquisition of appropriate professional or specialist knowledge.

  • Advanced Service Management qualification

    ​​​​​ITIL V3 Foundation Certificate                                              ITIL V3 Lifecycle Certificate in Service Transition                                                     Or                                                     ITIL Intermediate Qualification: Release, Control and Validation (RCV) Certificate
  • Previous staff management experience
  • Excellent verbal and written communication skills
  • Proven experience of managing Transition within a complex environment
  • Proven experience in managing multiple level stakeholders and participants
  • Proven experience in managing services within a multi-vendor ecosystem
  • Analytical with the ability to resolves complex problems
  • Ability to provide highly credible team leadership
  • Possess extensive time management skills to determine schedules and milestones and ensure that deliverables are completed on time
  • Proven experience in the delivery of Service improvement and transformation
  • In depth understanding of ITSM
  • Stakeholder and participant centric approach to Service Transition
  • Good working knowledge of MS Office suite of applications, Excel, MS Project, and Visio

Campaigns Manager - Fixed Term- 12 months

Salary: £29,000 - £37,000 per annum

Closing Date: 15 August 2022

What is the purpose of this job?

Responsible for planning, managing, implementing and reporting marketing campaigns in line with the national marketing programme to drive customer demand and deliver commercial objectives.

What can I expect to do in this job?

  • Use knowledge and expertise acquired through professional qualification or past work experience, to manage marketing campaign plans and strategy.
  • Work collaboratively with various marketing functions to deliver activities.
  • Work with agencies to define creative and media plans from briefing to delivery.
  • Develop asset delivery plan ensuring everything is delivered within the right specs to the correct channels/stakeholders and within deadline
  • Oversee delivery of creative assets to media agencies, research agency and stakeholders
  • Develop campaign strategy, compelling creative campaigns with effective message, imagery, call to action and seamless customer journey.
  • Analise market data, research findings and learnings to develop cohesive and data driven campaigns.
  • Provide marketing support to colleagues and train companies, including the provision of relevant content, imagery and artwork to enable them to utilise assets and promote our products in their own marketing activities.
  • Stakeholder management: communicate effectively and frequently with multiple stakeholders, including creative and design agencies, marketing teams internally and externally and suppliers.
  • Oversee and manage creative research with agency and post campaign evaluation analysis.
  • Measure, monitor and report campaign results and impact with insightful key learnings.

What experience, skills and knowledge do I need?

  • A minimum of 3 years’ experience in a similar role
  • Significant practical marketing experience in managing effective marketing campaigns.
  • Proactiveness and problem-solving skills.
  • Attention to detail.
  • Strong planning skills.
  • Rail industry experience is not required, but willingness to learn is key.
  • Analytical and data driven.

 

Consumer PR Manager- Fixed Term 12 months

Salary : £33k - £43k

Closing Date: 11 August 2022

What is the purpose of this job?

Responsible for planning, managing, implementing and reporting PR campaigns in line with the national marketing programme to drive customer demand and deliver commercial objectives.

What can I expect to do in this job?

  • Implement a multi-layered PR and communications plan to build compelling campaigns that support the national marketing programme.
  • Work closely with the PR agency to build the reputation of rail and deliver to KPIs through a regular drum beat of PR campaigns, utilising seasonal trends, key products, partnerships/collaboration and support the roll out of new propositions. Evaluate and measure effectiveness of activity and adapt as appropriate.
  • Research and write press releases, briefing documents and Q&A. Manage media enquiries and interview requests.
  • Develop strong media relationships and cultivate new contacts within consumer media and pitch to journalists in order to achieve quality placements in print, broadcast and online media.
  • Develop regular reporting of PR activity performance against agreed KPIs for awareness, perception and commercial targets. 
  • Collaborate with the wider marketing team to engage audiences across traditional and new media. Work across the wider RDG team, including digital, propositions and customer service, to effectively manage and maximise the impact of PR activity.
  • Maintain a keen understanding of industry and news trends.
  • Develop strong collaborative working relationships with key industry stakeholders, including TOCs and DfT, to ensure integration and alignment with their activity and avoid overlap.
  • Manage and record all PR activity costs, including raising purchase orders and processing invoices to ensure spend is in line with plans 

What experience, skills and knowledge do I need? 

  • Experienced PR Manager with a strong track record of building brand awareness, reputation management and delivering quality media coverage
  • Customer focused with a passion for PR 
  • Creation and delivery of clever and timely PR campaigns to drive awareness and positive brand positioning 
  • Sound commercial awareness and demonstrable record of delivering results
  • Strong planning skills and used to working cross-functionally
  • Confident and skilled copy writer with good attention to detail
  • Driving customer engagement through traditional and new media channels 
  • Building and leveraging media relationships to secure coverage in relevant channels 
  • Ability to work in a fast-paced, high growth environment where handling pressure and achieving deadlines are normal
  • Proactiveness and problem-solving skills
Executive Assistant- Fixed Term 8-10 months

Salary Band: Up to £40,000

Closing Date: 12 August 2022

What is the purpose of this job?

To provide key administrative and business support to the director, taking responsibility and ownership of directorate organisation, important communications, deadline compliance, and completing tasks as directed by the director. Provide support to the wider Industry Operations management team and directorate as required on a variety of activities across disciplines.


What are the responsibilities of the role?

This isn’t an exhaustive list, but things you can expect to be involved with include:

  • Provision of full secretarial support to the director including diary management, actions management, inbox management, credit card management, travel and expenses.
  • Organise meetings, seminars, conferences on or off site as required by the directorate.
  • Read, research and direct correspondence. This includes inbox management, highlighting priority issues and allocating work to directorate team members.
  • Lead specific work activities on behalf of the director and/or the directorate as required, e.g., project management support.
  • Provide material in the relevant areas of activity to enable the Director or the post holder to engage effectively within the directorate, RDG or with external bodies / meetings.
  • Act as the initial point of contact within RDG for cross-discipline issues and communications pertinent to this directorate.
  • Lead on or assist with the writing of papers/presentations relevant to the work of the director and/or directorate for use at meetings in the RDG governance structure including RDG Board.
  • Act as the secretary for the Planning & Production Board, engaging with the Chair, Industry Operations Director and RDG CEO to plan the forward agenda and facilitate effective meetings.
  • Work with stakeholders in areas where RDG leads cross-industry activity to ensure effective meeting management, communication and influence.
  • Support other leaders within the Industry Operations directorate with diary management, drafting papers, proof reading, arranging team activities, project support, as and when required and when fits with other priorities.
  • Be actively involved in RDG cross company engagement (such as engagement group or championing changes).

What experience, skills and knowledge do I need?

  • A minimum of 3 years’ experience in a similar role
  • Excellent office skills
  • Excellent communication skills
  • Excellent IT skills (including Word, PowerPoint etc)
  • Knowledge and understanding of the many duties covered by the Director and how these link to each other.
  • Excellent office skills e.g., working with others, working with deadlines, use of relevant office IT are essential.
PMO Analyst - Permanent

Salary: £34,000-£40,000

Closing Date:  18th July 2022

What is the purpose of this job?

We are currently seeking someone who will be deeply involved in providing Governance and support for the wide variety of projects being undertaken within the Projects and Programmes Portfolio.  We are looking for an experienced PMO professional. 

The ideal person will be:

Experienced in all PMO activities within Project/Programme Governance, including; Planning, Change Control, Risk and Issue management, Dependencies, Readiness Assurance, Budget, etc.  They will also have a  good working knowledge of the Project lifecycle and key methodologies. 

It is essential you are able to demonstrate experience or competence of:

  • Previous experience of working in a Project Support type role
  • Previous experience in a commercial, project/programme environment
  • Strong verbal and numeracy skills
  • Strong quality and delivery focus
  • Good influencing and persuasion skills
  • Data/Analytics experience
  • Proven ability to analyse a broad range of management information and identify recommendation actions
  • Excellent understanding of Office products, particularly Excel with an ability to create and manage medium complexity spreadsheet solutions
  • Some knowledge of Project & Programme Management industry best practice and methodology
  • "Customer service" focus with emphasis on support and delivery
  • Strong operational and commercial mindset,
  • Ability to work in a fast-paced, high growth environment where handling pressure and achieving deadlines are normal.   

 

Project Manager (People Strategy)- 12month Fixed-Term

Salary: £33,000 - £40,000 per annum

Closing Date : 20 July 2022

What is the purpose of this job?

We have set out our ambition for our people strategy and need a proactive and capable project manager to manage the tactical outputs of the people strategy project activities in line with the strategic direction. The overarching purpose of the role is for the post-holder to ensure successful project management of the People Strategy project activities.

 

What can I expect to do in this job?

Key responsibilities will include:

  • Put structures in place for the project to meet its objectives and crucially deliver the benefits it sets out to achieve. The role is accountable for the realisation of these benefits, in partnership with the programme lead and the recipients of the change.  
  • Manage the tactical outputs of the People Strategy project activities. This will include (but not exclusively) workstreams aligned to the following governance boards: the People Strategy Board (PSB), the HR Directors Forum and Train Drivers Academy Board.
  • Plan and design the project of work and proactively monitoring its progress, resolving issues and initiating appropriate corrective action, along with influencing the project’s governance arrangements.
  • Develop a plan of work to deliver the requirements of the People strategy project activities, in line with industry requirements 
  • Management of delivery to the plan in line with the identified project plan  
  • Project monitoring and tracking of activity, risks and issues in line with RDG project governance  
  • Identify key stakeholders for the project in line with the People Strategy & Traincrew Programme stakeholder and communications plan  
  • Work with project stakeholders to ensure adequate development and adoption of project outputs  
  • Coordination and attendance at working group, steering group and governance group meetings, where relevant 
  • Provide regular written and verbal reports back to the relevant governance and stakeholder groups, 
  • Secretariat duties for the People Strategy governance group working closely with the Head of People Strategy

 

What experience, skills and knowledge do I need?

Some of the specific skills and knowledge we are looking for include: 

  • Project management experience and associated methodology (PRINCE 2 and Agile)
  • Good communication skills both verbal and written 
  • Ability to work with, and influence, appropriate stakeholders to ensure commitment and alignment  
  • Ability to manage a diverse and complex stakeholder group, over varying roles and functions  
  • Effective at partnering with others to plan, develop and deliver effective change interventions 
  • Capable of setting meaningful agendas and content for strategic and tactical workshops and meetings
  • The ability to work in a team environment and nurture strong cross-functional relationships
  • Experience of organising and executing projects across multiple contractual parties
  • Experience of developing, influencing and maintaining relationships quickly with groups with disparate views and agendas
  • Experience of working in a regulated environment
  • Experience of managing project contracts and contractors
  • Experience of managing project delivery related funds
Senior Digital Product Manager - Permanent

Salary: £45,000 - £59,000 per annum

Closing Date : 15 August 2022

What is the purpose of this job?

We are looking for a Senior Digital Product Manager to join our team that is responsible for optimising the e-commerce opportunity of the Railcard products which give our customers discounts on rail travel across Britain as part of the National Rail Brand.

This is a great opportunity to shape the customer experience of a retail website with over £85M revenue per year.

In return, you’ll gain enviable experience across a broad range of high profile, national brands and digital activity which will build your knowledge and capability.

What can I expect to do in this job?

This isn’t an exhaustive list, but things you can expect to be involved with include:

  • Optimise e-commerce and commercial performance measures to acquire and retain customers and market share. Drive ongoing conversion rate improvement, continued customer satisfaction and revenue within the digital experience
  • Ensure the digital product design delivers against the business plan and commercial targets
  • Drive the Product roadmap, managing change initiatives and the product backlog in line with digital and business product strategy, including QA and Service delivery alignment
  • Engage with internal and external product stakeholders to understand and refine the product vision driving and contributing to the product roadmap, outlining work in the Product Backlog, and prioritising it based on business value
  • Respond to customer feedback, insight, and service to provide an excellent customer experience.
  • Be able to demonstrate strong commercial acumen, and how your work has impacted business

What experience, skills and knowledge do I need?

Professionally qualified to degree or equivalent level, with at least, 4+ years’ experience in a similar role, but with a strong e-commerce background.

Some of the sort of specific skills we are looking for include be able to:

  • Effective stakeholder management skills and an excellent communicator
  • Analytical mindset with numerical aptitude.
  • Data-driven and performance mindset
  • Strong work ethic with a real commitment to continuous improvement
  • Team spirit

Essential experience:

  • Understanding and experience working in Agile methodologies.
  • Ecommerce experience and Conversion Rate Optimisation (MVT and A/B testing)
  • Good understanding of software development practices
  • Clearly be able to articulate solutions to problems and be an active problem solver to complex scenarios.
  • A good understanding of the user experience design and research methods.
  • Experience with JIRA
API Engineer - Permanent

Salary: £33,000 - £40,000 per annum

Closing Date : 24 August 2022

What is the purpose of this job?

The Rail Data Marketplace is a high-profile initiative championed by DfT and the Rail Data Council and is a key pillar in modernising our services and offering our customers a better experience. The aim of the programme is to develop a single access platform to bring together fragmented sources of railway data and facilitate better ways of sharing data with a wider user base (innovators, tech firms, academia, etc.). In doing so, we can stimulate innovation and enable the development of new customer focused products and services that make travel better for customers and reduce costs.  

What can I expect to do in this job?

This isn’t an exhaustive list, but things you can expect to be involved with include: 

·       Supporting Data Publishers in listing data sources (synchronous, a-synch and files) and documentation to the RDM  

·       Undertake technical compliance checks on new / updated data sources and documentation from Data Publishers requests, both functional (e.g. data conforms to published specifications) and non-functional (e.g. availability, payload, etc.) 

·       Supporting Data Consumers in finding and accessing required data sources (synchronous, a-synch and files) and documentation from the RDM  

·       Carrying out RDM User Administration (e.g. Managing other RDM Admin roles, adding /. updating Publisher & Consumer Access & Permissions) 

·       Contributing to the production of support content (e.g. “How to’s” & FAQs) to facilitate better Data Publisher and Data Consumer self-service of RDM. 

·       Provide input and moderation to the RDM community areas to facilitate better Data Publisher and Data Consumer self-service of RDM 

 

What experience, skills and knowledge do I need?

  • Essential

  • A good understanding of different integration & data transfer technologies including: synchronous (e.g. REST APIs), a-synchronous (e.g. messaging, Pub/sub, event topics/streams) and static file transfer (e.g. CSV, sFTP, etc.) 
  • A good understanding of API designs, RESTful patterns and standards (e.g. Swagger/OAS and YAML/RAML) 
  • A good understanding of messaging services (e.g. using SOAP, JMS, Kafka, etc.) 
  • Experience with using & configuring an API Management product (e.g. AWS API Gateways, Apigee, Mulesoft. etc.) 
  • Experience in converting web services from SOAP to REST or vice-versa. 

Desirable

  • Experience in an advisory or technical consultancy role would be desirable. 
  • Awareness of rail & transport data standards (or another related sector) is desirable. 
Digital Analytics Lead - Permanent

Salary: £45,000 - £59,000

Closing Date : 24 August 2022

What is the purpose of this job?

Digital Analytics Lead will provide effective and comprehensive analysis and insights across customer facing online channels in order to maximise commercial returns and customer experience and providing clear direction for strategic decision making and optimisation of the experience and digital performance.  

What can I expect to do in this job?

This isn’t an exhaustive list, but things you can expect to be involved with include:

  • To investigate and analyse digital analytics to look for trends and meaningful insights across online channels.
  • To inform the optimisation of digital products, campaigns and e-commerce roadmaps and backlog prioritisation to maximise commercial and customer satisfaction returns.
  • To present findings regularly to internal and external stakeholders to ensure common understanding of performance and opportunities to improve. As well as providing insight for improving efficiency and cost saving opportunities the business may have.
  • Produce regular and ad-hoc reporting across digital channels, including:
    • Commercial performance of RDG’s digital channels
    • Usage trends and channel performance
    • Customer satisfaction and user experience
    • Performance of backlog changes and tactical marketing activity
  • Collaborate on and play vital role in Google Analytics 360 (and G4) reporting and working with RDG’s Digital Insight Partner
  • Promote the use of insights with internal stakeholders to ensure more effective use of data available.

Responsible for the digital analytics reporting within the National Rail Enquiries, Railcard and Days out Guide domains.

 

What experience, skills and knowledge do I need?

  • Advanced knowledge and experience of digital analytics tools for all digital channels including web, Apps, social, and email.
  • Reporting Google Analytics 360, ideally Google Optimise and potentially Google Tag Manager
  • Experience of providing relevant insights and recommendations to the Digal Team and TOC digital management teams
  • Ability to share insight and recommendations with digital and marketing teams to influence the next best course of action
  • Collaborate with all digital and marketing SMEs to support the ongoing development of all digital channels
  • Advanced Microsoft Excel and Powerpoint
  • Tableau, data studio and SQL knowledge are desirable
  • Excellent analytical skills
  • Experience in using large data sets, data manipulation and visulisation
  • Demonstrable ability to analyse data, draw conclusions and make recommendations to drive business decision  
  • Experience using customer satisfaction (CSAT & NPS) platforms or similar customer experience analytics tool
  • Ability to develop and maintain good working business relationships
  • Good working knowledge of other MS Office applications
  • Strong verbal and written communication skills
Business Analyst x2 - 17-month FTC

Salary: £50,000 - £55,000

Closing Date : 31 August 2022

What is the purpose of this job?

The RDG Central Back Office (CBO) team provides an industry shared service to enable the use of smart ticketing solutions for the GB rail industry.  Focussing on ITSO smartcard technology, the CBO are now recruiting for a Business Analyst to join the team.

What can I expect to do in this job?

Your role will be to understand, analyse, impact assess, shape and support the delivery of improvements to the CBO service based on customer, Train Operating Company (TOC) and Retailer needs.

This isn’t an exhaustive list, but things you can expect to be involved with include:

  • Understanding and clearly defining the scope of change initiatives
  • Working with customer ,technical and other teams as required to understand detailed want and needs, identifying and articulating solution options, rules, benefits and risks
  • Detailed requirements gathering from internal and external stakeholders
  • Elaborating high level requirements into detailed functional and non-functional requirements
  • Managing the prioritisation of change initiatives and requirements
  • Reviewing technical designs to ensure the solution meets the requirements and rail industry standards
  • Analyse the supply chain’s capability to meet the requirements, either from existing solutions or from new developments
  • Defining acceptance criteria, ensuring that the team builds and achieves those criteria
  • Supporting the delivery of training to internal and external users and creation of training materials.
  • Measuring and reporting on benefits delivery
  • Providing input into future development roadmaps

What experience, skills and knowledge do I need?

  • Minimum of 3 years working in as a business analyst or in a closely related area in a professional environment.
  • Excellent analytical and problem-solving skills - Experience and knowledge of analysis activities across the full project development lifecycle
  • Experience of documenting requirements using use cases, user stories and other techniques
  • System and process modelling and re-engineering
  • Collaboration and facilitation skills to work effectively with a broad range of both internal and external stakeholders, running workshops and posing the right questions to gather requirements and challenge design details and assumptions
  • Attention to detail, enabling issues to be identified, coupled with thoroughness and a determination to resolve them
  • Ability to produce excellent quality written documentation to support your work, report on findings and present to stakeholders when required
  • Proactive and delivery focussed
  • Able to balance customer, project, and development needs for a particular project delivery.  Escalating any conflict at appropriate times
  • Exposure to project management processes for agile and waterfall projects
  • Data analysis skills to investigate issues and identify impacts (Excel/SQL) is beneficial
  • Experience of modelling tools such as Visio is desirable
  • An understanding of ITSO smart ticketing is desirable.
Team PA - Maternity Cover FTC

Salary: £29,000 - £33,000

Closing Date : 2 August 2022

What is the purpose of this job?

PA support to four members of the Customer Leadership Team, to ensure smooth running of the Customer Directorate.

What can I expect to do in this job?

This isn’t an exhaustive list, but things you can expect to be involved with include:

  • Diary Management of the four members of the Customer Leadership Team to include; arranging meetings, liaising with internal and external contacts, greeting guests, room bookings and catering.
  • Coordinating large workshops and events to include liaising with internal and external contacts, room bookings and ensuring papers/equipment are ready in time.
  • Travel arrangements both local and overseas, to include booking hotels, train tickets and flights.
  • Ensure expenses are entered into the system in a timely manner in line with company policy.
  • Ordering offices supplies for the Leadership Team to ensure supplies are maintained and workshops are fully equipped.
  • Adhoc duties as required.
  • Provide additional support to PA to COO as and when required.
  • Provide cover to PA to COO during periods of leave.

What experience, skills and knowledge do I need?

  • At least 2 years’ experience in a similar role
  • Excellent office skills (eg working with others and to deadlines)
  • Excellent IT skills (including Word, PowerPoint etc)
  • Excellent office skills e.g. working with others, working with deadlines, use of relevant office IT
  • Ability to set own agenda and working without supervisory approval
  • Use initiative and judgement to address and resolve more complicated problems and issues. 
Accounts Assistant - 6-month FTC

Salary: £20,000 - £26,000

Closing Date : 24 August 2022

What is the purpose of this job?

This new role is to provide support to the busy RDG Accounts Receivable, Accounts Payable and Treasury functions.

What can I expect to do in this job?

This isn’t an exhaustive list, but things you can expect to be involved with include:

  • Processing and issuing Periodical Billing invoices to customers for all 7 entities
  • Posting of invoices onto our accounting system (NetSuite)
  • Reviewing statements submitted by suppliers and customers
  • Credit control, replying to customers and resolving their queries
  • Cash posting of bank transaction on daily basis
  • Preparing reconciliation of assigned balance sheet accounts and documentation for external audit
  • Any other ad hoc duty as an when required

What experience, skills and knowledge do I need?

  • Attention to detail is important, as is the ability to handle sensitive information.
  • Experience of NetSuite (or any computerised accounting system) would be great – but we can help you learn.
  • Hands-on experience with Microsoft packages such as Excel, Word and Outlook
  • Ability to handle sensitive information
Solution Architect (RDM) - Permanent

Salary: £52,000 - £70,000

What is the purpose of this job?  

The Solution Architect will be the technical representative for the delivery of the Rail Data Marketplace (RDM) programme. They will be responsible for ensuring the entire technology solution meets functional & non-functional requirements, aligns with RDG Architecture Principles & Policies and also complies with any agreed Government Digital Service (GDS) standards.

The solution architect will be responsible for the design and documentation of the technical solution required for the project(s). Working in conjunction with the organisations’ business and enterprise architects and external suppliers, they will ensure the solutions and data structures are fit for purpose.

 

What can I expect to do in this job?  

We are looking for someone who will act as the 'solution owner', for the end-to-end solution design including technology landscape, interfaces and data flows, and someone who will be:

  • Responsible for ensuring that proposed solutions meet the strategic objectives of the RDM
  • Responsible for ensuring chosen solutions meet the business, functional and non-functional requirements
  • Leading the infrastructure, data and technology workstream and ensuring its successful delivery
  • Working with the internal teams and external suppliers to ensure a coherent service is delivered and ensuring that the end-to-end solution is appropriately documented  within the Architecture Definition Document
  • Responsible for ensuring that the project delivery meets the RDM Architectural Principles & Policies
  • Responsible for raising and managing the technical risks across the Project.
  • Responsible for developing a roadmap for the future development of the product produced by the project
  • Responsible for the technical liaison and arbitration of different providers of the solution
  • Responsible for providing guidance and best practice on data source integration patterns, technologies and standards.

 

What experience, skills and knowledge do I need?

In order to fulfil this role

Essential:

  • Professionally qualified with a relevant degree/postgraduate qualification e.g. Computer Science, plus relevant project and managerial experience.
  • Extensive (at least 5 years) relevant architecture experience
  • Hands-on/design knowledge of  API gateway platforms/ESB’s
  • Excellent written and spoken English
  • Ability to work flexibly and under pressure and be able to juggle multiple priorities and deliver successfully in a fast-paced environment
  • High attention to detail including time prioritisation and management
  • Working knowledge of cloud platforms (AWS/Azure)
  • Experience of leading design in a multi-partner environment

Desirable

  • Certified in an architectural design methodology, for example TOGAF, Zachman
  • Certified in an API Gateway solution platform, e.g. Apiee or Mulesoft
  • AWS solution architect certification
  • At least 8 years relevant experience related to technology
  • Experience of designing high volume data solutions
  • Experience in delivering B2B data or API services

Closing Date 10 August 2022

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible

 

We are committed to equal opportunities and creating an inclusive environment for all our employees. We welcome applicants regardless of ethnic origin, national origin, gender, race, colour, religious beliefs, disability, sexual orientation or age.

Solution Architect (TSM / CBO) - Permanent

Salary: £52,000 - £70,000

What is the purpose of this job?  

As part of the Smart Ticketing Hub Programme (STH) the TMS in will undergo significant enhancement by delivering RDG’s newly defined requirements.

The Solution Architect will play a significant ‘solution owner’ role in managing and developing the TMS within the STH programme and ensure its fully integrated to the wider RDG architectures. Working in collaboration with our Service Delivery team, the Solution Architect will be responsible for the TMS design, documentation, and ownership of the end-to-end technical solution.  Working in conjunction with the organisation’s business and enterprise architects and suppliers, they will ensure the TMS solution, customer proposition, technical functionality and data structures are fit for purpose. 

Although the initial requirement for this role is focussed on delivering the TMS enhancements over the next 12 -18 months, there is a long-term expectation that this role to collaborate with broader RDG teams and projects to explore, influence and recommend cost effective and technically efficient opportunities for the TMS product, considering the evolving retail landscape and ambitions set out in the Williams-Shapps plan for Rail.

What can I expect to do in this job?  

This isn’t an exhaustive list, but things you can expect to be involved with include:

  • Responsible for documenting the “as-is” and “to-be” solution, technical and data architecture
  • Responsible for identifying non-compliance to RDG Standards and Policies when evaluating supplier High Level and Detailed design documents
  • Responsible for ensuring that solutions proposed by a project meet the strategic objectives of the product and architectural strategy
  • Integrate the TMS detailed design into RDG owned design documentation and where appropriate, RDG published standards
  • Technical authoring, modelling, and diagramming for RDG specifications, design documents, and appropriate RDG published standards
  • Responsible for helping shape the coming roadmap of activities and deliverables, ensuring alignment to the TMS product, and wider RDG, objectives.
  • Responsible for documenting the technology landscape, interfaces and data flows 
  • To continuously assess the TMS products compliance against the RSPS3002 standard and own any non-compliances through to resolution through technical mitigation, authoring newly published technical bulletins, or formalised Standard redrafting
  • Responsible, as the ‘solution owner’, for ensuring the application, solution and technical architecture of the TMS end-to-end solution
  • Ensuring that any project delivery meets the RDG architecture and security strategy and policies
  • Responsible for developing and maintaining a clear roadmap for the adoption of new features within any SaaS or DaaS software used
  • Responsible for managing the technical risks across the TMS project, product or service
  • Exploring, justifying and initiating growth opportunities for the TMS product that is evidence based, and provide clear alignment with the wider industry retailing ambitions
  • Responsible for setting out a clear roadmap for digitalisation of ITSO smartcard retailing considering supply chain innovation and upcoming developments
  • Ensuring the design traceability back to the technical requirements are documented, referenced, and evidenced to the TMS project throughout it’s delivery.
  • To ensure security best practice is adhered to and diligently considered in the design a build phases of the TMS project in collaboration with the RDG Security Manager
  • Documenting the non-functional requirements across the TMS solution synchronises with the wider technical eco-system

What experience, skills and knowledge do I need?

  • Bachelor’s degree in computer science, Engineering, Mathematics or related field, OR, equivalent professional experience.
  • At least 4-5 years domain specialised experience encompassing applications, data, and infrastructure, preferably Rail or Public Transport digital ticketing experience.
  • To be certified in AWS to Solution Architect Professional OR equivalent experience with Amazon Web Services
  • To have practical experience with Cloud data warehouse preferably AWS Redshift and Snowflake
  • An appreciation for Sparx Enterprise architect and experience modelling in UML or ArchiMate
  • Experience with 1 or more AWS ingestion tools such as Kinesis or Glue OR have designed and implemented data streaming between systems
  • Experience in communicating technical requirements or technical issues to non-technical audiences
  • ESB/API gateways experience
  • Defining data models, mapping and flows 

About RDG

The railway in Britain is changing and this is your chance to get involved in the biggest transformation to the railway in a generation. The Government recently announced plans to redefine the running of the railway. The network will be brought under a new cross industry public body, Great British Railways (GBR). Our vision for a simpler, better railway that will transform the travel experience of millions starts here, with us.

The Williams-Shapps review heralds how the railway will be improved, including through a retail revolution; in which a new customer offer will be driven by clearer, easier to understand information, simpler travel with contactless and cashless payment and clearer prices. We will simplify the confusing mass of tickets, introducing far more convenient ways to pay using a contactless bank card, mobile or online. In short, we will make the railways easier to use and smart ticketing has an important part to play.

Rail Delivery Group (RDG) operates the Central Back Office (CBO) on behalf of the UK rail industry to support the provision of ITSO smartcard ticketing services.  Established in 2014, one of the key components of the CBO is the Transaction Management System (TMS).

TMS is a bespoke system that was designed and developed to meet the needs of National Rail. This included specific requirements for the combined management, reporting and control of multiple TOC (Train Operating Company) electronic smartcard schemes, scheme interoperability integration, and reporting to several external systems.  The TMS has subsequently been incrementally developed, maintained and operated by the same supplier, to meet the changing requirements of the rail industry.

Our purpose is to create a simpler, better railway for everyone in Britain.

Our values, known as ASPIRE, are Accountability, Support, Partnership, Inclusive, Respect and Excellence.  Our values form an integral part of our recruitment, performance and recognition processes.

RDG supports Smart Working arrangements. As part of our smart working principles, we have adopted the hybrid style of working which allows employees the freedom to split more of their time between the home and office. All we ask is that you do a minimum of 2 days a week in the office, the rest of your time can be working from home or elsewhere. We believe this improves productivity through a focus on outputs and enables a better work life balance for all our employees.

Closing Date 16 August 2022

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible

 

We are committed to equal opportunities and creating an inclusive environment for all our employees. We welcome applicants regardless of ethnic origin, national origin, gender, race, colour, religious beliefs, disability, sexual orientation or age.

Admin Assistant (Core Services)

Salary Band- £24,000 to £26,000

Closing Date:  16 August 2022

What is the purpose of this job?

The purpose of the role is to provide the Executive Assistant to the CFOO with inputting Purchase Orders on to a business management & accounting software system (NetSuite) and provide high quality administrative support within the Core Services team. 

What can I expect to do in this job?

  • Raising POs and invoices for the Core Services Team; following a process to ensure contracts and invoices are received and POs are receipted
  • Meeting administration: booking meeting rooms and/or desks and setting the room up for the meeting
  • Providing short term cover when a CS Team Assistant is unavailable
  • Creating and updating intranet pages for the Core Services Directorate
  • Performing general administration duties such as preparing materials, printing and photocopying

 

What experience, skills and knowledge do I need?

  • Essential
  1. Previous office administration experience
  2. Has experience of meeting deadlines, following up on actions, working with colleagues across the organisation and with external stakeholders
  3. High standard of grammar and punctuation / highly organised and approachable
  4. Proven experience of working within a team and assisting with a variety of office administration jobs
  5. Be confident and willing to deal with problems or new tasks and finding solutions and has flexible approach to their administrative duties
  6. Have experience of the Microsoft Office packages, particularly, Word, Excel, Outlook and PowerPoint
  7. An eye for detail
  • Desirable

1.Familiar with NetSuite. 

2.Experience of working in an office environment

3.Experience of working in a procurement / finance area 

4.Experience of using variety of software packages: DocuSign / SharePoint / a board portal

 

Service Delivery Manager - RDM

Salary Band- £39,000 to £50,000

Closing Date:  22 August 2022

What is the purpose of this job?

The Rail Data Marketplace (RDM) will provide the tools and frameworks to simplify rail data sets and open them up to a wider user base through a single-access platform. RDM will facilitate better ways of sharing transparent data and real-time information to passengers; improve data sharing across operational bodies; and improve access to data for public and private bodies.

We are currently seeking a Service Manager who will be responsible for providing the day-to-day management of services that the Rail Delivery Groups Service directorate runs to ensure that the delivery of these Services is in accordance with contracted specifications to deliver value for customers, provide support to end users and suppliers and to assist with the management of supplier relationships.  The Senior Service Manager will provide guidance and support.

The Service Manager will report to the Senior Service Manager, and will work closely with product/business owners, project and Architecture teams, System suppliers and stakeholders to ensure a joined-up response is provided to our customers

What can I expect to do in this job?

  • Act as a transition manager for this new service, being a key member of the development team to bring the programme of work into a BAU state for ongoing management for the life of the contract.
  • Ensure that Incident and Change processes are documented, implemented, and matured throughout the service lifecycle.
  • Maintain the SLA’s for the service, manage the outsourced service desk and liaise with application suppliers to direct and manage the resolution of issues and incidents across the platform and its data providers
  • Monitor the performance of the Supplier/s to ensure the Service is delivered in accordance with agreed contractual requirements to ensure the quality of service is maintained.
  • Manage the key processes of Incident, Problem, Access, Service Request (once in BAU) Management within the ITIL framework and the Risk and Control frameworks for the service, to ensure that the Service continues to meet customer requirements and demand.
  • Work with the product and deployment teams to identify change, manage continual service improvement, Bug fixing and release management in accordance with defined processes, procedures, and contractual obligations, to improve quality, efficiency, and effectiveness of the services.
  • Share responsibility of out of hours escalation with the Senior Service Delivery Manager and other members of the team.
  • Support and cover for Senior Service Delivery Manager on other services
  • Develop and maintain effective relationships with key stakeholders, including customer contacts, internal departments, and Third-Party Suppliers.
  • Work closely with the RDM Performance Analyst to support creation of regular reporting on service performance for internal and external publication detailing performance against SLA; delivery of KPIs and in-depth insight into the performance of the service.
  • Ensure processes and procedures are defined, in accordance with the ITIL framework, to enable the Service Desk to provide timely and effective processing, monitoring, and resolution and, where required, escalation of Service tickets to ensure that the Service continues to meet customer requirements.

 

What experience, skills and knowledge do I need?

Essential

  1. Experience of developing and managing efficient and effective processes and procedures Intermediate to advanced knowledge of Microsoft Office suite of applications (e.g. excel, word, Visio etc.)
  2. Good communication and inter-personal skills
  3. High level of analytical skills
  4. Good presentational skills for reporting on performance of business deliverables
  5. Ability to identify and maintain a service improvement/performance plan.
  6. Prior experience in service management, report writing and is customer focused.
  7. Ability to identify and resolve problems quickly and effectively
  8. Understanding and experience of managing service contracts and suppliers
  9. A knowledge and understanding of change management and release procedures
  10. Strong report writing skills

Desirable

  • Ability to manage contracted services in accordance with ITIL methodology
  • An understanding of the UK Railway and its constituent components
  • Knowledge or experience of any of the following systems: Cloud hosting services (Google cloud & AWS) , MuleSoft, Google Apigee, CMS tools, Service Now, Jira.
  • Railway industry knowledge
  • Experience of Cloud environments, API integration and Mobile Smart Apps
  • Good understanding with Content Management and CRM applications

 

Retail Partnerships Support Officer

Salary Band- £21,000 to £32,000

Closing Date:  23 August 2022

What is the purpose of this job?

Your role is to support the Retail Partnerships team with their daily, weekly, monthly administration and communication functions in the provision of RDG services to our partners.

What can I expect to do in this job?

  • Providing administrative support of the Certificate of Rail Agent Competency (CORAC) scheme including managing enquiries from CORAC users, cataloguing certificates of competence, supplying railcards to eligible candidates and preparing periodic reports.
  • Delivering operational support for RDG’s International Products which includes acting as a point of contact between RDG and RDG’s outsourced Contact Centre, overseeing sales reports, preparing and uploading content to websites.
  • Collating and distribute Management Information to Train Operating Companies on a daily and periodic basis and act as the point of contact for questions arising.
  • Managing the annual Travel Agent Discount Authority (TADA) process, collating revenue and contact details, as well as distribution of TADAs.
  • Updating website content from time to time on RDG’s existing Travel Agent and International Websites.
  • Generating and distributing transaction reports to Travel Management Companies and Ticket Issuing System providers, on a daily and periodic basis.
  • Providing administrative support for the Rail Warrants scheme including preparing periodic reports, and monitoring usage.
  • Acting as the Secretariat for member governance meetings including liaising with internal and external contacts, preparing meeting materials, including the taking and distribution of minutes.

 

What experience, skills and knowledge do I need?

Essential

  • Be able to provide advice and solutions to routine day-to-day problems and administrative challenges within the Retail Partnership function
  • Using initiative and judgement to address and resolve complicated problems and issues.
  • Day-to-day planning, organising of work on a wide range of activities. You will be expected to be able to work in a proactive, independent and flexible manner.
  • Be able to prioritise your time when faced with multiple requests and ensure that key deadlines and objectives are met.
  • Excellent written and verbal communication skills, as well as good attention to detail
  • Familiarity with the Microsoft Office suite (particularly Outlook, Word, Excel and PowerPoint)

 

Desirable

  • Knowledge of the Rail industry is preferred.
  • Experience of maintaining and updating website content e.g. text amendments, picture and file uploading.
  • Excellent customer service skills as dealing with external and internal clients

 

Commercial CRM Manager - Permanent

Salary Band- £39,000 to £45,000

Closing Date:  24 August 2022

What is the purpose of this job?

To manage all National Rail CRM communications. They will also develop and deliver CRM communications program and create customer journey with focus on customer retention and loyalty, including abandoned basket, renewals, cross sell, up-sell, reactivation, and targeted campaigns to lapsed customers.

What can I expect to do in this job?

  • Manage the commercial CRM strategy and develop end to end customer journeys using Salesforce Marketing Cloud. Implement a targeted and personalized customer communications strategy considering customer segmentations and preferred purchase channel to create best in class customer journey online and offline.
  • Implement a fully tracked Commercial CRM programme, delivered to budget.
  • Deliver transactional emails and Direct Mail letters that are generated for Railcard interactions.
  • Deliver campaigns in a timely and accurate fashion, resolving all technical issues should they arise.
  • Ensure planned campaigns are reflective of the audience, customer journey, and latest product developments. Deliver strong ROI from CRM programmes.
  • Plan, implement and review an ongoing A/B testing programme across the entire Commercial CRM Railcard communications programme.
  • Translate growth plans into clear targets and key performance indicators.
  • Manage and develop the CRM Engagement Executive. Ensure they challenged and can extend and utilise their skills and expertise.
  • Work closely with the Campaigns Marketing Manager to ensure all marketing communications are integrated and aligned.
  • Show proficiency in Salesforce Marketing Cloud and Journey Builder to deliver triggered campaigns and customer journeys.
  • Create reports, forecasts and targets. Analyse results making recommendations and optimisations. Present findings and recommendations in meetings to the wider marketing team.  
  • Manage PO’s and invoices for the Commercial CRM Railcard program, to be delivered to budget. All POs and Invoices raised and processed on time.

What experience, skills and knowledge do I need?

  • Professional qualification and/ or university degree with emphasis in customer behaviour, marketing, or analytics.
  • Must be a CRM expert and have at least 3-years of experience using an ESP and capable with HTML and CSS.
  • Must have experience of Salesforce Marketing Cloud and Journey Builder (or similar Journey Building platform).
  • Must have a passion and experience of omni-channel marketing and end to end user experience.
  • Commercially minded, self-starter with a customer centric mindset. Ability to think out of the box and challenge the status quo.
  • Ability to forge strong relationships across a network of organisations, collaborating effectively with team members and business stakeholders.
  • Demonstrate a strong analytical mind and ability to deliver the value of customer insights to key business stakeholders.
  • Proven track record of delivering strategic insight projects and multi-channel CRM programmes.
  • Highly computer literate and numerate with extensive experience in Microsoft Excel.
  • Experience of using database campaign segmentation for use in personalised communications.
  • Data/Analytics experience and proficient user of Google Analytics
  • Strong operational and commercial mindset, decisive, “get it done” what’s the ROI mentality.
  • Ability to work in a fast-paced, high growth environment where handling pressure and achieving deadlines are normal.
  • Strong commitment to the customer experience and passionate about the role.
  • Experience of line management
Admin Officer Strategy Team - Permanent Part-time

3 Days per week

Salary Band- £27,000 pro rata. Rising to £30,000

Closing Date:  31 August 2022

What is the purpose of this job?

  • To take an active lead in the cross functional activities for People Strategy, with support and working as one team with the directorate, and its heads.
  • To undertake specific short, medium, and long-term projects.
  • To provide business as usual support in order to deliver business objectives.
  • To provide excellent customer service and positive can-do attitude to stakeholders and team members

What can I expect to do in this job?

 

This isn’t an exhaustive list, but things you can expect to be involved with include:

  • Support the delivery of the Train Driver Academy’s Learning Management System (LMS)
  • Delivery and drive 100% customer service satisfaction of the Learning Management System (LMS)
  • Coordinate and manage the internal and external stakeholders of the Train Driver Academy and Learning Management System (LMS), supporting the onboarding of members, delivering LMS trainer training and responding to stakeholder enquiries
  • Engagement with RDG members through use of various platforms (i.e. meetings, LMS, helpline, regular content update in RDG members area, newsletter) to drive excellent communication
  • Support any online platform including content for the Train Driver Academy website
  • Responsible for collating and updating articles for the Train Driver Academy newsletter
  • Coordinate and support industry promotion and attraction events and activities
  • Undertake ad hoc tasks in relation to the team and directorate activity and in response to stakeholder enquiries.
  • Perform other related duties and responsibilities as required to meet the goals and objectives of PORS directorate and the Advocacy and Change pillar

What experience, skills and knowledge do I need?

  • Previous experience of managing your own workload in an administrative capacity
  • Proficient in use of Word, PowerPoint and Outlook, working knowledge of Excel
  • Experience in organising meetings and producing associated documents such as meeting minutes.
  • Ability to communicate effectively both in writing and verbally at all levels
  • Effective time management and ability to manage priorities
  • Flexible approach in response to work demands as they arise
  • Ability to create, understand and apply project management processes including, critical path, Gantt charts, cost control and general project planning guidance and follow up
  • Ability and experience producing on-line newsletters, and web updates
  • Experience/knowledge of Engineering & Rail Industry is desirable but not essential
Communications and Stakeholder Manager - Permanent

Salary Band- £39,000 - £50,000

Closing Date:  25 August 2022

What is the purpose of this job?

Delivering the successful communications of information and other key programmes plus defining and managing key Stakeholder relationships

What can I expect to do in this job?

  • Support the Rail Customer Information strategy, which aims to improve the way the rail industry delivers journey information to customers.
  • Own all communication & key stakeholder deliverables, internal and external, associated with the projects they are assigned to, and will ensure that detailed and robust communication & stakeholder plans are developed, managed and delivered.
  • Be directly accountable for all communication & engagement, collateral and actions for the smarter information and accessibility workstream.
  • Provide input into the field of communication, and activities that aligns to this and be the interface with the Advocacy and Change portfolio representing customer information and accessibility to ensure alignment and that Information and Accessibility remain a key focus and informed of in decision making across the directorate.
  • Work closely with relevant managers stakeholders, SMEs and suppliers.
  • Support the customer information team on a rail industry joint initiative, this person will be responsible for developing communications with internal and external stakeholders as well as create communications plan for the Governance and stakeholder structure.
  • Allow those organisations not involved in the programme to agree with its motives and support its political existence.
  • Define a customer relationship plan for this programme: when and how and why will it talk to customers.

What experience, skills and knowledge do I need

Essential

  • Degree or equivalent, with at least, 5+ years’ experience working in a Project Communications Manager role.
  • Previous experience of identifying, planning and managing all communication deliverables required by the project/programme, and integrating those communication strategies into the project lifecycle - supporting major milestones and deliverables, while also supporting the team when things are not going to plan, and when effective, proactive and regular communication is especially critical.
  • Experience of delivering and executing all communication deliverables within a technically complex programme.
  • Able to lead internal Working Groups and overseeing communication strategies and providing Communications consultancy support are also key parts of this role.
  • Experience of liaising with the Press Office & external 3rd parties and managing challenges through external senior stakeholders. You will be someone who have been through the business change cycles and understands that releasing projects gives a great news story, but there are tough times to communicate on the way also.
  • Is a go-getter, who will come with new, fresh and innovative ideas, who understands how to effectively communicate at all levels of an organisation and seniority, from senior management through to MD level.
  • Experienced in working in time-pressured environments with excellent delivery record
  • Experienced in working with internal and external stakeholders and suppliers
  • Must be pro-active and flexible and able to work in new or undefined areas
  • High quality documentation skills
  • Thorough, with an attention to detail
  • Delivery focused with an ability to balance conflicting needs

Desirable

  • Experience of working in a regulated environment
Customer Support Assistant Manager - Permanent

Salary Band- £23,000 - £35,000

Closing Date:  31 August 2022

What is the purpose of this job?

Provide day to day customer support by addressing high level customer escalated enquiries and complaints. Supporting and acting on instructions from the Customer Support and Contact Centre Manager to manage the contracted service for National Rail and Railcards ensuring a consistent and high-quality standard is delivered.

What can I expect to do in this job?

  • Manage all aspects of escalated enquiries and complaints that are received by RDG from the outsourced contact centre, train companies, external rail bodies and the CEO’s Office.
  • Work in partnership with our external suppliers, co-ordinating and investigating escalated cases, within defined timescales, with answers prepared in a constructive and informative manner.
  • Provide an escalated telephone helpline service for members of the public, answering enquiries and complaints about the rail industry.
  • Co-ordinate and chair periodic calibration calls with suppliers ensuring notes of the meetings are maintained as a record of discussion, actions and decisions that take place.
  • Provide the Customer Support and Contact Centre Manager with period management information on all RDG customer contact activity.

What experience, skills and knowledge do I need

  • Previous experience in a similar role
  • Good computer skills
  • Good organisational skills
  • Excellent customer relation skills
  • Excellent verbal and written skills
  • Able to use own initiative; to prioritise work and to work to key deadlines and objectives

How to apply

A CV will not be required at this stage. If you believe you have the qualities we are seeking for any of our vacancies, please submit a short summary of your key skills and experience using the form below, detailing why you feel you would be a great fit.

To apply for one of our advertised roles, please download and complete this form. Then email your form to This email address is being protected from spambots. You need JavaScript enabled to view it.

Unfortunately, due to the volume of applications we receive, we are unable to respond to unsuccessful candidates. If you have not heard from us within 20 days of the advert closing, I am afraid you have been unsuccessful on this occasion.

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible

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