Recruitment
“Peter has a hospitality background and joined Arriva Rail London as Customer Experience Improvement Manager in January 2021 looking for a new opportunity. The key focus of his role is to manage the concession KPI regime, working with contract managers, suppliers and frontline managers overseeing the availability of staff and assets across the network. We saw the true potential for Peter to apply his experience in this area, given his background as senior guest experience manager at multiple luxury five star hotels. This has enabled Peter to look at the customer experience we provide at stations through a different lens and has developed several simple and cost effective solutions to regular customer pain points, such as delayed engineer attendance to asset failures (lifts, gate lines, ticket vending machines, customer information screens, etc.). Peter has worked with suppliers to develop and embed technical training and procedures that will allow frontline staff to manage address failures themselves, improving asset availability, reducing call outs, improving skills and enhancing the overall customer experience.“
“Peter Jackson was appointed the project manager for our complicated head office move project this year. His energy, enthusiasm, and commitment to delivering a great outcome for our staff has resulted in a very well managed plan where a new head office location has been leased, designed, developed with staff moving in during October. The project was complex due to the exit conditions of our existing HQ, the significant IT change required to the networking infrastructure, supplier delivery issues and a large number of stakeholders to navigate. Peter took this complexity on-board and translated it into a coherent and well communicated plan. His ‘hands on – get stuck in approach’ and positivity has really added to the successful outcome – Well done Peter!“
“What an amazing night at the RailStaff Awards. Great company and amazing people”
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