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grahame
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« on: July 04, 2017, 11:43:57 » |
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Congratulations to Andy Mellors on his appointment as Managing Director of the new South Western rail franchise. http://www.firstgroupplc.com/news-and-media/latest-news/2017/04-07-17.aspxIt has been a pleasure working with Andy in his role as Engineering Director and deputy MD at GWR▸ , and I look forward to meeting him where appropriate (which might turn out to be sooner rather than later, bearing in mind that franchise's requirement on Wilton and Southampton - Swindon) in the future. |
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Coffee Shop Admin, Chair of Melksham Rail User Group, TravelWatch SouthWest Board Member
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IndustryInsider
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« Reply #1 on: July 04, 2017, 11:55:32 » |
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More shuffling of the pack at Exec level within GWR▸ then!
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To view my GWML▸ Electrification cab video 'before and after' video comparison, as well as other videos of the new layout at Reading and 'before and after' comparisons of the Cotswold Line Redoubling scheme, see: http://www.dailymotion.com/user/IndustryInsider/ |
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GBM
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« Reply #2 on: July 04, 2017, 12:23:01 » |
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More shuffling of the pack at Exec level within GWR▸ then!
Would be good if someone was appointed to head up customer complaints!  |
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Personal opinion only. Writings not representative of any union, collective, management or employer. (Think that absolves me...........)  |
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IndustryInsider
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« Reply #3 on: July 04, 2017, 12:44:46 » |
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Richard Rowland, Customer Service and Transformation Director, is your man!
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To view my GWML▸ Electrification cab video 'before and after' video comparison, as well as other videos of the new layout at Reading and 'before and after' comparisons of the Cotswold Line Redoubling scheme, see: http://www.dailymotion.com/user/IndustryInsider/ |
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stuving
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« Reply #4 on: July 04, 2017, 12:57:29 » |
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Richard Rowland, Customer Service and Transformation Director, is your man!
Would he be directing "transformations" in the sense that applied in the theatre of the 17th-19th centuries? Wikipedia sums that by "They may rely on both stage machinery and lighting effects for their dramatic impact." I take it both smoke and mirrors were among the methods used. |
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the void
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« Reply #5 on: July 05, 2017, 06:27:07 » |
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Richard Rowland, Customer Service and Transformation Director, is your man!
Despite the title, Richard Rowland is not responsible for Customer Support or the contract with Capita. It falls under the Sales and Marketing directorate, which as of this week is now heading up by the new Sales and Marketing Director, Phil Delaney. |
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IndustryInsider
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« Reply #6 on: July 05, 2017, 08:04:35 » |
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So, GWR▸ has a director of Customer Service who's not in change of dealing with customer services? Perhaps that's why that part of the business is in such a mess!
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To view my GWML▸ Electrification cab video 'before and after' video comparison, as well as other videos of the new layout at Reading and 'before and after' comparisons of the Cotswold Line Redoubling scheme, see: http://www.dailymotion.com/user/IndustryInsider/ |
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LiskeardRich
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« Reply #7 on: July 05, 2017, 08:47:56 » |
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In a former employment, the customer service director was responsible for front line, the third party relationship director was responsible for outsourced service.
We outsourced to Tata, who were often more helpful than our London based in house team!
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All posts are my own personal believes, opinions and understandings!
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the void
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« Reply #8 on: July 05, 2017, 15:57:50 » |
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In a former employment, the customer service director was responsible for front line, the third party relationship director was responsible for outsourced service.
We outsourced to Tata, who were often more helpful than our London based in house team!
Yup, exactly the same at GWR▸ - Richard Rowland is responsible for front line staff (stations and on train) whereas the Capita contract falls under Sales and Marketing as the contract is more than just Customer Support, it also covers telesales, web support, disabled assistance, lost property... |
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JayMac
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« Reply #9 on: July 05, 2017, 17:10:30 » |
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Which are all customer services...
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"A clear conscience laughs at a false accusation."
"Treat everyone the same until you find out they're an idiot."
"Moral indignation is a technique used to endow the idiot with dignity."
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Timmer
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« Reply #10 on: August 10, 2017, 17:18:23 » |
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Interviewed by Paul Clifton earlier today to be shown on South Today and Spotlight BBC1 6.30.
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