Customer Accessibility Coordinator

<p>At Eurostar we’re busy making Europe’s most loved travel experience better than ever. Join us and you’ll be part of a dynamic, connected, cosmopolitan team that feels at home in four countries and shares the same goal – to create an experience for our passengers that’s always truly exceptional. Do you want to be part of this journey?</p><p>An opportunity has arise to join the Customer Experience team as Customer Accessibility Lead. In this role, you will act as advocate across the organization and to develop and oversee the Eurostar strategy on continental routes 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. </p><p><em>Internal use only: This role is Grade D, Travel Level 2 and can be based in London or Brussels. The person in the role will need to able and willing to regularly travel frequently.</em></p><p><em><strong>Close date to apply for this role is Friday 22nd September. </strong><br/></em></p><p>We're looking for someone to:</p><ul> <li>Together with the Customer Policy Manager, 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</li> <li>Collaborate with the Customer Accessibility Manager for London routes to ensure global coherence of the developed vision and strategy </li> <li>Define the customer journey for all the touch points, including the digital channels, and guarantee a seamless experience </li> <li>Translate the strategy into a clear set of policies and requirements for teams and contractors in all locations and at each stage of the customer journey to deliver to </li> <li>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</li> <li>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</li> <li>Act as a central point of coordination for all accessibility topics (with regards to continental routes) in order to facilitate actions implementation &amp; decisions and guarantee the global coherence and respect of the customer needs </li> <li>Guarantee that teams are able to demonstrate how the needs of customers with disability and reduced mobility are being taken into account in business as usual and development of new initiatives</li> <li>Works with stakeholders internally and externally to represent Eurostar in appropriate forums and ensure an ongoing two-way dialogue</li> <li>Manage Eurostar accessible travel policies in line with EU legislation and national rules </li> <li>Prepares policy updates in line with requirements, along with relevant customer information guides, and share them with all stakeholders</li> <li>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</li> </ul><p><strong>Requirements</strong></p><p>You'll need: </p><ul> <li>Demonstrable experience in similar role </li> <li>Diploma in Marketing, Project Management or Law or equivalent work based experience </li> <li>Understanding of issues and requirements for customers with accessibility needs. Ability to digest and translate legal requirements and complex information into processes</li> <li>Fluency or advanced level in English and French, written and oral</li> <li>Experience of working with a wide range of colleagues and stakeholders in a multi-cultural and diverse environment</li> <li>Evidence of leading diverse groups of people to deliver successful outcomes</li> <li>Strong organisation and delivery skills</li> <li>Understanding and knowledge of applicable laws and regulations, including the Passenger Rights Regulation (PRR) </li> <li>Experience of working in an operational and customer-facing environment</li> </ul><p><strong>Benefits</strong></p><h3><ul> <li>Travel benefits for work and play</li> <li>A great pension</li> <li>Exclusive discounts and perks</li> </ul></h3><p>If you feel like your skills and experience are relevant for the role, please don't hesitate to apply!</p><p><em>Eurostar is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.</em></p>