Heathrow Express, the dedicated, non-stop rail service between London Paddington and Heathrow Airport, has appointed three new managers.
Shaun Furzer has joined as performance manager from performance co-ordinator at South West trains. Based in the Heathrow Express control room, his new role consists of managing the attributions and incidents on Heathrow Express and Heathrow Connect and publication of reports such as the service delivery report.
Dermot McEvoy joined Heathrow Express as a customer service representative in 1998. Since then he has held positions which include customer service operator and most recently service delivery duty manager. In his now role McEvoy will lead a team of Service & Operations Controllers as well as the performance manager and resources department.
Matthew Knight as joined as resources manager from Eurostar (UK) Ltd. In his new role as resources manager, Knight is to ensure the deployment of staff to meet the operational & service needs of the business and ensure optimum coverage to meet customer service and regulatory requirements. This is facilitated through the management of a small resources team.
In addition Knight is charged with the development and enhancement of the resource management system, IRMA to ensure better functionality as well as the provision of management information and reports to line and senior management.
Richard Brown, head of operations at Heathrow Express, said, “Heathrow Express has always had a philosophy of not just maintaining performance but to constantly look for ways to improve our service. Heathrow Express recently topped the National Passenger Satisfaction Survey (NPS), making it the nation's favourite rail service, and was also awarded the Customer Service Team of the Year. These three new appointments allow us to manage our performance even more effectively and enhance the customer experience.”
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