KPI Auditor

KPI AuditorArriva Rail LondonSouthwark, London/ HybridPermanentClosing Date: 01/5/2024Arriva Rail London is an industry leading train operating company, responsible for running the London Overground network under a Concession Agreement with Transport for London (TfL) and is part of the Arriva group.Here at Arriva, we are on our way to becoming the leading passenger transport partner across Europe, delivering more than 2.2 billion passenger journeys across 14 different European countries every year. We have a vision to help shape a future where passenger transport is the best choice, through digitisation, sustainability, and continuous improvement, we want you to join us at the forefront of the passenger transport industry!Have you got a keen eye for detail? Do you like working in out and about in the field on stations and trains? Then this could be the role for you!We have an exciting new role within our KPI Team, due to internal progression, Arriva Rail London are on the hunt for a new KPI Auditor. The KPI Regime is one of the performance regimes that forms part of Arriva Rail London's (ARL) contract with Transport for London (TfL). It measures the availability of station assets as well as station and on train cleaning standards. The main focus for this role is to ensure that the KPI standards across the London Overground network are being adhered to.This is a fantastic opportunity for a customer experience professional to take the next step in their career.Responsibilities:You will be responsible for independently auditing and monitoring how well Arriva Rail London is delivering staffing, equipment and cleaning standards (KPI Regime) across our stations and trains.Collecting, collating, analysing, and presenting audit data relating to stations and trainsEducating and coaching frontline teams to ensure they understand how the KPI regime works, working closely with local managers to improve their processes and procedures.You will work closely with the BI Analyst to target high risk areas of the business, whilst also carrying out surveys to monitor key areas of persistent non-compliance or other key performance indicators as required.Qualifications:This individual will need to have at least 5 GSCE's including Maths and English or equivalent, as well as the ability to communicate effectively with frontline staff and management alike.You will need to have had experience of delivering front line customer service.Ideally you will have a familiarity with the London Overground network as well as TfL and National Rail services, but this isn't essential.The KPI Auditor will need to be a confident IT user, specifically when it comes to MS Word and Excel.Any experience of producing reports or presenting would be beneficial but not essential.Our benefits include:• Free Travel for you and a nominated person at your address on TfL Network - this alone worth total £5,200 per annun• Discounts on European rail services after 1 year of service• Free travel on Arriva branded rail services around the country• 75% discount off of season tickets on other Train Operating Companies• Arriva Village - web based discounts on various products/services on the high street• Employee Assistance Programme - 24hr helpline, covering a multitude of subjects• Entry into the Arriva Group bonus scheme of up to 20%.At Arriva we acknowledge the importance of our people's diverse experiences, talents, and cultures. Embracing diversity and creating inclusion is a key component of our talent strategy. The creation of a diverse, inclusive workforce is central to our ability to unlock potential and enhance our success...Did you know you can set up alerts for new job opportunities?Simply navigate to 'My Job Alerts' in the Jobs Hub to get started.
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