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Service Quality Regime Analyst

South Western Railway is committed to equal opportunities employment, and your application will be reviewed by the hiring panel with personal information removed.  In order to assist this process please ensure that any attachments such as CV's or covering letter have personal details removed.  Any other attachments such as professional qualifications can be left unedited. Applications not following this guidance may be rejected.

Main Purpose 

South Western Railway monitors the Service Quality Standards on our trains and at our stations through the Service Quality Excellence scheme. Launched last autumn, this builds upon the existing regime of continuous improvement at South Western Railway and our mystery shopping programme, to deliver a measurable improvement to the customer experience.

We are looking for a Service Quality Regime Analyst to join the new Customer Service Quality team and provide detailed analysis of our performance against the Service Quality Criteria that helps the Team and wider business understand the drivers of positive and negative scores to maximise our performance against the Service Quality Benchmarks.

The role will also include working with our Service Quality Regime supplier(s) to ensure consistent application of the criteria and robust quality of the data and calculations.

You will need to be a dedicated and highly motivated individual with exceptional analytical skills, have the ability to work under pressure and on your own initiative with minimal supervision.

Principal Accountabilities 

  • Provide detailed analysis of the data provided from the Service Quality Inspections
  • Produce the periodic reports for the relevant Working and Steering Groups, Heads of and local management teams in relation to Service Quality activity to highlight areas of our operation that need to be improved and to help drive actions by the appropriate area(s) of the business
  • Maintain accurate records/ copies of all documentation for the Annual (Independent) audit against the discharge of, and compliance to, the requirements detailed in the Service Quality Regime
  • Engage with our Service Quality supplier(s) to understand the systems and processes used to fulfil the contracts.
  • Investigate to conclusion, any failures in SQ Inspection findings with relevant Line Managers around the business who interface with the SQR (arranging re-inspections of the failing element as
  • Provide detailed analysis / summaries to internal management teams on findings from previous period's inspection programme
  • Support the Service Quality Team to research, develop and implement new/improved processes and ways of working across all functions
  • Support the Service Quality Improvement Managers in engaging with the Service Quality Inspections supplier to understand how the inspections are conducted, the way criteria is assessed and to promote consistency from all inspectors
  • Support the development of Service Quality Improvement Proposals (as required)
  • To inspire collaboration across all functions and the wider FirstGroup Rail Division, reducing silo working
  • To support delivery of the train service where required

Minimum Requirements

  • Detailed knowledge of Excel and ability to build models to support reporting and business case development
  • Excellent IT skills and ability to self-support
  • Excellent organisational skills
  • Display and demonstrate high levels of professionalism at all times, setting an example for others
  • Knowledge of Power BI or similar
  • Ability to write compelling proposals and progress reports
  • It would also be useful to have some understanding of the rail industry, roles, regulatory compliance issues and knowledge of Service Quality requirements.

Working Pattern 

Working on average 37 hours per week.


In return we offer a competitive salary and a variety of valuable benefits including free standard duty travel and standard class leisure travel on SWR services for employee, free standard class leisure travel for spouse/partner and dependants (criteria dependant) , 75% discount on many other train operating companies, a range of retail benefits and an excellent pension scheme.


At SWR we believe our people are our greatest asset.
Our vision is to recruit and retain the best talent from most diverse pool of candidates across our regions.
We are committed to establishing a sense of inclusion for all and to value each person for the unique contribution they bring.

Close map
South Bank Central
30 Stamford Street, South Bank, London, England, SE1 9LQ
  • Ref:
  • Company:
    South Western Railway
  • Website Skillset:
    All Other Roles
  • Contract Type:
    Permanent - Full Time
  • Contracted Hours:
  • Location:
    South Bank Central
  • Salary:
    £32,000 - £39,000 per annum
  • Closing Date:
    12 August 2022
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