North Star Consultancy Limited

Senior Consultant

RATP Dev CAMCO

Customer Service & Security Director

RATP, CAMCO Saudi Arabia

Head of Customer Service for CAMCO who are the Operations and Maintenance Contractor for lines 1 and 2 of the new Riyadh Metro system. Leading a team of Group Station Managers with responsibility for station and on-train customer service delivery.

Head Of Customer Service

Camco Saudi Arabia

Head of Stations for lines 1 and 2 of the new Riyadh Metro.  Leading a team of Group Station Managers and their teams.

Customer Service Line Manager

East Midlands Trains

Area Manager responsible for leadership of five stations and delivery of on train customer service including catering offer. Leading team of c.150 people.

Area Manager Sheffield

Leading a range of projects to improve customer service delivery performance and build the foundation for franchise renewal. Developed customer service elements of successful two-year franchise extension for East Midlands Trains, member of Stagecoach/Virgin bid team that secured the East Coast franchise and also worked on Transpennine Express franchise bid.

Customer Service Development Manager

Stagecoach Group plc

A secondment role, working in the Stagecoach business development team, focusing on station operations and customer service developments as part of franchise bidding.

Bid Manager

East Midlands Trains Company

Responsible for the leadership of 89 stations and a team numbering in excess of 500 covering station operations, retail, revenue protection and property management.

Head of Stations

Responsible for the management of 15 stations in the Leicestershire and Northamptonshire area. Leading a large customer-facing team with responsibility for improving customer service, safety and train performance.

Route Manager Leicestershire

University of Teesside

Leading a small, specialist team with accountability for the human resources, finance, marketing and administration activities of the organisation.

Central Services Manager

GNER

Responsible for the management of GNER stations between York and Edinburgh with additional responsibility for station access contracts at a further 21 stations. Leading a team numbering c.350 with responsibilities spanning customer service, people and premises management, safety management and performance. Multiple Station awards in UK National Rail Awards including overall best station in Britain for York Station.

Regional Stations Manager

Arriva Bid Team

A short term role focusing on developing station management plan as part of bid for East Coast franchise.

Bid Consultant

Highly experienced rail industry professional with substantial senior-level leadership and organisational skills gained in a range of organisations. Accustomed to working under pressure in particularly demanding environments. Proven record of delivering change and improved performance in customer service and operational leadership roles.

Specialties: Improving service delivery in demanding, time critical environments. Leadership of large, geographically dispersed teams. Fulfilling Gold Commander role for special events and incident management. Specialising in Customer Service, People Management, Leadership, Operations Management.

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