Designation: Head of Customer Service & Experience / Deputy Head of Customer Service & Experience

Job description

Responsibility

• The primary responsibility of the job holder is to plan, direct and manage the working of the Duty Operations Managers and Station Managers for safe efficient operations and well being of passengers who use DTL stations and trains.

The jobholder is expected to plan, direct and manage the working of the Customer Service & Experience department and the conduct of all employees engaged in the movement of passenger traffic in a safe and customer oriented manner. Major roles and responsibilities include:

• Control of passenger traffic movement through stations and trains.
• Upkeep and improvement of passenger relations.
• The maintenance of the efficiency and effectiveness of the staff through a process of continuous performance monitoring and competenc...