At Eurostar, we’re fuelling the future of rail travel – operating in five countries and sparking new opportunities for travellers. But our trains connect much more than just people and places. They’re helping us build a greener, more inclusive future for everyone. Join us and you’ll be part of a passionate team which always goes the extra mile.
An opportunity has arisen to join the Customer Experience team as Customer Accessibility Manager. In this role, you will act as advocate across the organization and to develop and oversee the Eurostar strategy to ensure a welcoming experience, compliancy with legislations and best in class service for customers with disability and reduced mobility across the end-to-end customer journey.
Internal use only: This role is THIF Grade E, EIL Grade D1, Travel Level 2 and can be based in London, Brussels or Paris. The person in the role will need to able and willing to regularly travel to the other sites.
We're looking for someone to:
- Together with the Senior Customer Policy Lead, define the company strategy for customers with disability and reduced mobility across the end-to-end journey in order to deliver a market-leading experience for this target
- Collaborate with their fellow Customer Accessibility Manager to ensure global coherence of the developed vision and strategy
- Define a seamless customer journey across all touchpoints, including digital channels, and translate the strategy into clear policies and requirements for teams and contractors at every location and stage of the journey.
- Set out the right training and engagement plan for customer-facing teams, contractors and internal stakeholders to ensure that we deliver to the expected standards
- Works with all relevant channel owners to ensure correct information is available to customers/colleagues regarding our service provision for customers with accessibility needs and that we always meet the requirements set out by the European Commission
- Act as a central point of coordination for all accessibility topics to facilitate actions implementation & decisions and guarantee the global coherence and respect of the customer needs
- Guarantee that teams can demonstrate how the needs of customers with disability and reduced mobility are being considered in business as usual and development of new initiatives
- Manage Eurostar accessible travel policies in line with EU legislation and national rules, prepare policy updates in line with requirements, along with relevant customer information guides, and share them with all stakeholders
- Keep informed on legislation and regulatory changes and consumer trends and best practice which need to be considered and ensures that processes and practices are updated accordingly with colleagues and stakeholders engaged throughout
Requirements
You'll need:
- Demonstrable experience in similar role
- Diploma in Marketing, Project Management or Law or equivalent work-based experience
- Understanding of issues and requirements for customers with accessibility needs. Ability to digest and translate legal requirements and complex information into processes
- Fluency or advanced level in English and French, written and oral
- Experience of working with a wide range of colleagues and stakeholders in a multi-cultural and diverse environment
- Evidence of leading diverse groups of people to deliver successful outcomes
- Strong organisation and delivery skills
- Understanding and knowledge of applicable laws and regulations, including the Passenger Rights Regulation (PRR)
- Experience of working in an operational and customer-facing environment
Benefits
We’re constantly working to create a bright future for our company and our colleagues. That’s why we offer a wide range of brilliant benefits, including:
- Travel benefits that can be used for both work and play including 75% off underground network from Day 1
- Competitive defined benefit pension scheme
- Free Eurostar tickets
- Discounted Eurostar tickets for friends and family
- Ongoing training and development
- Lots of other exclusive deals, discounts and perks
A whole new platform for your career - If you think you’ve got what it takes to help us make Eurostar bigger and better than ever before then we’d love to hear from you.
At Eurostar we believe in giving everyone an equal chance. We actively encourage applications from talented individuals regardless of sex, race, disability, age, sexual orientation, gender identity, religion or belief, marital status, whether you’re pregnant or on maternity leave. Your individuality is your strength, and we want a diverse team that reflects the world we live in.
