Head of Customer Service, Quality and Environment

🧠What knowledge do you need?

• Operational safety in tram systems, including self-protection plans and incident management.

• Quality and environmental management, with knowledge of QAS certifications and audits.

• Customer service and complaint management, including ticketing, billing and satisfaction surveys.

• Management and analysis of contractual indicators, using systems such as GIySCS.

• Contractual and regulatory framework and insurance management, especially liability and automobile insurance.

We are looking for a Head of Customer Service, Quality and Environment for our tram service in Jaén! Are you in?

🚀Your mission will be to ensure the proper integrated management of Customer Service, Operational Safety, Service Quality and the Environment of the Jaén Tram System, ensuring compliance with contractual obligations, system safety, user satisfaction and continuous service improvement, especially during the start-up phase and subsequently in ordinary operation.

🙌What will your duties be?

• Manage the Customer Service Center located at the Workshops and Depot.

• Manage billing and associated processes.

• Manage the personalization of cards and transport tickets.

• Develop and implement the customer information and service plan.

• Manage user complaints.

• Design, coordinate and analyze customer satisfaction surveys.

• Manage ticket control and monitor associated malfunctions.

• Assume responsibility for the operational safety of the tram system.

• Develop, implement and keep the Self-Protection Plan updated.

• Participate in the Rest / Work Authorization Committee, ensuring consistency with safety requirements.

• Manage the contract with the security company.

• Coordinate the monitoring of incidents and accidents from an operational safety perspective.

• Manage insurance policies (Liability, Automobile and others).

• Manage claims and incident processes, in coordination with insurers and other operator areas.

• Carry out the technical-administrative follow-up of claims files.

• Design, implement and maintain the integrated Quality and Environmental Management system.

• Manage and coordinate internal and external audits through specialized companies. (Participate)

• Manage QAS certifications and associated improvement plans. (Participate)

• Develop and maintain the incident management and service quality monitoring system (GIySCS).

• Calculate contractual indicators using the GIySCS, in coordination with Operations and Maintenance Coordination.

• Participate in the development of the Operational Project within your area of responsibility.

• Prepare reports by area (monthly, quarterly and annual).

• Ensure compliance with contractual obligations, both in the issuance of plans and in the provision of service.

• Present reports and results to Management and the Administration when required.

🫵What will your responsibilities be?

• Operational safety of the tram system.

• Quality of the service provided to users.

• Compliance with contractual requirements.

• Proper management of complaints, incidents and insurance.

• Reliability of quality and safety indicators.

• Image of the Jaén Tram System before passengers.