Performance Improvement Specialist

Who are we?

South Western Railway (SWR) operates over 1,500 services each weekday across the network and employs more than 5,000 people. We provide easy and convenient mobility, connecting people and communities in South West London, southern counties of England, and the Isle of Wight.

Join our team and help us continue to improve quality of life, by bringing people together to get the most out of life.

SWR is part of FirstGroup, the largest rail operator in the UK and second largest bus operator in the UK outside London. FirstGroup operates services throughout the UK and Ireland, with over 30,000 employees providing services that make travel smoother and life easier. FirstGroup works hard to reduce its impact on the environment, introducing cleaner and more environmentally responsible methods of transport.

About the job

To facilitate support and to be able to hold to account all functions and any element of the business that affects the performance of South Western Railway, driving improvements for our customers.

Your main responsibilities will be:

1. Support the Performance Team to ensure visibility and accountability for actions and performance improvements are tracked and reported
2. Provide agreed reporting to Stakeholders on a weekly and periodic basis
3. Assist the operational functions to develop actions plans from items identified through Performance reviews (Conferences and ILRs)
4. Act as the regular host for the daily performance review conference call
5. Work with the SWR performance analysis team and the wider business to develop insights into the causes of train service delay
6. Attend Incident Learning Reviews (ILRs) on behalf of the Performance Team
7. Assist SWR stakeholders in facilitating Internal ILRs and provide challenge, support and ensure agreed actions are delivered
8. Drive local improvement actions gathered from Performance Conferences
9. Carry out the accountabilities of the PIS (Strategy) role on an as-needs basis i.e. to cover leave or support during times of increased workload
10. Support the Route Performance Group to gather Performance information to drive improvement on SWR's worst performing trains
11. Work closely with Performance Improvement Specialist (Strategy) to ensure longer term issues identified with SWR functions are captured as Performance Improvement Plans
12. Deputise for the Current Performance Manager.

You'll need:

1. A passion for a punctual train service for our customers
2. First rate stakeholder engagement skills. The successful applicant will be personable and have the confidence to challenge senior managers while maintaining an effective working relationship
3. Excellent communicating, negotiating and influencing skills
4. A self-starter that takes the initiative without requiring direction
5. A knowledge of the rail industry and of drivers of customer satisfaction

Please note applicants who require a visa, must have at least 6-months remaining at the time of their appointment.

Working pattern

Working an average of 37 hours per week over 5 days

Monday – Friday, office hours

The Reward

In return we offer a competitive salary and a variety of valuable benefits, including:

1. Free duty and leisure travel on SWR services for employees
2. Free leisure travel for spouse/partner and dependants (criteria dependent)
3. 75% discount on many other train operating companies
4. Full training and support with development
5. Large range of exclusive retail offers
6. Excellent pension scheme

We all belong at SWR. FirstGroup's vision is to provide an inclusive environment for all colleagues, across its group of businesses, ensuring all candidates have an equal opportunity to access meaningful employment.

We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.

We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.

We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.

If you require additional support to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.