1000+ Best customer service travel Jobs in , London (December 2025) - page 2

Safety Director

4 days ago

London

Job title: Safety Director Team: Safety Reporting to: Managing Director, First Rail Date: November 2025 Purpose & Objectives • To lead the strategic development and operational delivery of safety and security management across all of FRH., • The Safety Director oversees FRH's DfT and Rail Services businesses ensuring compliance with UK H&S / rail / security legislation., • The Safety Director is responsible for ensuring compliance with UK H&S / rail / security legislation in Open Access., • The Safety Director will promote and drive a proactive safety culture, safeguarding the wellbeing of passengers, colleagues, and the public with the business executive teams., • Safety / security risk management using available tools and horizon scanning to ensure the business is aware of risks, and mitigations are in place., • This role acts as the Safety Director for FRH's Open Access businesses., • This role is pivotal in driving continuous improvement in safety and security performance and risk mitigation across our businesses. Key Accountabilities Safety Strategy & Leadership • Oversee the development and implementation of the rail businesses safety and security strategies, provide advice, guidance and challenge where required., • Implementation of proactive safety culture initiatives / campaigns covering key risk areas for operations, colleagues and customers, specifically within Open Access., • Model visible safety and security leadership, engaging with colleagues across the business / businesses., • Report safety performance, risks, and strategic priorities to the executive leadership team., • Lead internal safety meetings as required, setting up short-term working groups as the need arises., • As and where required participate in bid work, projects and the set up new businesses (i.e. for open access, applying for a new Safety Certificate, leading the Safety Validation process and all this entails)., • Engage with stakeholders both within FRH / FG and the wider industry such as RDG, RSSB and ORR. Regulatory Compliance • Assure the businesses are compliant with UK H&S and rail safety and security regulations (e.g., ORR, ROGs, RSSB standards)., • Maintain and update FRH's safety management systems, policies, procedures and legal register, as required., • This role along with the Strategic Safety Support Manager will receive notifications of any accidents / incidents within the FRH businesses., • Assuring external safety audits are undertaken as and when required., • Provide assurance to the FRH executive team that the businesses are completing actions from investigations, audits etc in a timely manner. Risk Management & Incident Response • Provide advice, guidance and challenge where required to the businesses following significant incident / accidents / near miss events., • Work with the Compliance team to ensure the FRH safety risk register is maintained up to date., • Working with HR ensure suitable safety training is available for those that need it e.g. Strategic Safety Management, DSE, First Aid training, Emergency Response etc. Performance Monitoring • Monitor safety KPIs, trends, and report findings from the businesses, as well as reviewing these directly with the businesses where required, assessing them against industry peers., • Work with the businesses to set safety KPIs., • Use data-driven insights to inform safety improvements., • Use available data to assess the safety culture of the businesses, identifying where culture is strong and how this can be transferred, as well as where there are opportunities to improve., • Provide reports as required for both FRH and FG meetings, these include but are not limited to REM, BRM, RBC etc., • With the Strategic Safety Support Manager undertake deep dives into safety trends. Stakeholder Engagement • Liaise with regulatory authorities, emergency services, and industry partners., • Represent the organisation in rail safety forums., • Work cross-functionally to ensure safety and security is embedded within the business / businesses., • As and when required liaise with Rail Transportation Claims Ltd on rail accidents affecting FRH / FG. Person Specification Education & Qualification • Must have NEBOSH Diploma, or equivalent safety qualification., • Must have been in a senior safety related role for at least three years., • Excellent communications skills, with the ability to interpret and explain complex safety legislation and guidance., • Must be a team player., • Must have good interpersonal skills., • Strong safety leadership skills, with the ability to take people on the journey., • High level of attention to detail., • Experience of writing bids and applying for ORR safety certification would be advantageous., • Ability to determine how decisions impact the bigger picture and any potential issues Direct Reports: 3 Strategic Safety Support Manager Head of Safety, Security & Sustainability, Open Access Head of Operational Safety, Open Access First Rail competencies This section contains the level of competency required to carry out this role, as per the First Rail Holdings Competency Framework - please refer to the framework for more information. Competency Level (1-3, with 3 being highest) Leadership/Management - 3 Strategic Thinking - 3 Impact and Influence - 3 Creative and Analytical Thinking - 3 Problem Solving and Decision-Making Skills - 3 Communication - 3 Change & Adaptability/Flexibility - 3 Building Partnerships & Customer Focus - 3 Planning and organising - 3 Continuous Improvement - 3 Teamwork - 3 About First Rail Holdings The First Rail team is one of the most experienced in the industry; we run every type of train service – long distance, regional, commuter and sleeper services. We have two franchises – Avanti West Coast (AWC) and Great Western Railway (GWR) plus our open access passenger services, Hull Trains and Lumo. We also operate Tramlink in Croydon on behalf of Transport for London and Heathrow Express with Heathrow Airport. In addition to our Train Operating Companies (TOCs), First Rail includes: First Rail Holdings – a number of specialist teams such as finance, property, IT and human resources, all of which provide expertise and support to the rail division. First Customer Contact Centre (FCC) in Sheffield, delivering a huge range of support services for our passengers, from handling group bookings, ticket sales and requests for travel assistance to managing complaints and customer compensation claims; First Rail Consultancy – providing specialist services across the public transport sector, particularly in the rail industry, ranging from commercial, customer experience, human resources, marketing, and programme and project management to bid writing, analysis, engineering, operations, and performance and planning; Evo-rail – supplying data connectivity solutions for the international rail market; and Mistral Data – supplying innovative data analytic systems for the rail market. FirstGroup's values Committed to Customers Supportive of each other Accountable for performance Dedicated to safety Setting the highest standards Location: First Rail Holdings Ltd, 8th Floor, The Point, 37 North Wharf Road, London, E2 1AF FirstGroup's vision is to provide an inclusive environment for all colleagues, across its group of businesses, ensuring all candidates have an equal opportunity to access meaningful employment. We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent. We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive. We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details. If you require additional support to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.

Medical Consulting Director

4 days ago

London

Director, Medical Consulting (12-month FTC) Who We Are: VML Health is a global healthcare agency with a vision to make the world of health human-centric with connected brands. VML Health has offices across the world & global healthcare hubs across North America and Europe. VML Health is a WPP company. The Global Strategy Team Within VML Health, the Global Strategy Team is home to a diverse collective of bold, curious strategic thinkers. Operating within an agile model, we partner seamlessly with clients or collaborate as part of integrated agency teams - all with a shared mission to unlock transformative impact in healthcare. What unites us is Radical Empathy - our core strategic philosophy and methodology. It’s how we immerse ourselves deeply in the lives, needs, motivations, and challenges of the people we serve. Our proprietary approach means getting close enough to truly feel their beliefs, not just study them. It’s how we uncover the unspoken tensions that data alone can’t reveal and where the most powerful insights are born. Our people and work thrive on integration and collaboration across the strategy team, but we also believe in deeply distinctive areas of expertise: Medical Strategy, Engagement Strategy, Brand Strategy, and Medical Consulting. Together, these disciplines shape a connected approach that elevates every challenge we take on. This role sits within our Medical Consulting team, based within the VML Health EU Hub. Our Medical Consulting team solves complex healthcare challenges through multistakeholder insights and partnerships to shape healthcare landscapes. We support clients through strategic consultancy projects and programs with a particular focus on early commercialization, disease leadership and patient advocacy and engagement. With a focus on early cross-functional working, integration of the patient voice, and expert partnership, the team works with a variety of global clients involving close collaboration with our creative, digital, medical education and marketing teams to bring creative solutions to clients. Our culture and values The global strategy team brings a unique approach in setting the standard for strategy teams globally; built on three cultural pillars that define how we work together. Supportive: we build strategy together with diversity of thought across geographies, cultures, and expertise, employing radical empathy and making space for each voice. Entrepreneurial: we act with urgency and agency, challenging the status quo to evolve ahead of the healthcare environment. We bring this forward within our practice to explore new ways of thinking and doing, ensuring our capabilities are always future ready. Lean In: we are driven by growth, thinking proactively for our clients and are not afraid to fail forward. We believe in open feedback, clear career development pathways, and realizing potential for everyone who joins our team. About the position Title: Director, Medical Consulting Reports to: SVP, Global Medical Consulting Lead We are looking for an established director-level candidate with excellent client engagement and people management skills to provide strategic leadership for key large accounts and drive growth of our early commercialization consulting offering. Seeking a candidate who understands the healthcare, pharmaceutical client and consulting environment, who can lead cross-functional teams to deliver against a range of commercialization needs for our clients. This candidate must have a solid understanding of the complexities of the healthcare and pharmaceutical landscape and experience working with the variety of stakeholders involved. The candidate should be experienced in shaping, selling and delivering a range of commercialization programs from pre-clinical phase through to indication expansion, across projects such as; leadership strategy & market development activities, clinical to commercial strategy, competitive differentiation, evidence generation strategy and early narrative development. Experience should be underpinned by rigorous research experience across both primary and secondary research to shape insight led, evidence-based strategies, coupled with familiarity partnering with experts such as KOLs, HCPs, patient advocates and policymakers to shape programs and initiatives. The candidate should also have experience working across a range of industry disciplines including commercial, medical affairs, corporate/public affairs, and patient advocacy/engagement. This role will be responsible for both expansion and growth of the consulting capability alongside leading client facing teams through program delivery. Working with cross-functional teams across strategy, creative, digital & consulting, you will manage both internal & client teams to sell, develop and deliver effective and high-quality deliverables that meet client objectives, budgets, and timelines. In addition, you will contribute to the talent development of the consulting team through mentoring, coaching and line management of team members. This role is based in our London office with close collaboration across our core hubs and strategic disciplines. Requirements Director should have extensive (10+ years) of consulting experience, including all aspects of asset commercialization across a wide range of disease areas, as well as: • Proven track record of owning & leading client teams & programs of work to a high standard with a multistakeholder team and audience, • Solid experience of delivering against client commercialization needs from insight generation/research, development of strategic recommendations, building strategic programs through to management of tactical execution, • Global and Regional client experience is required across a broad range of disease areas, • Strong evidence of leadership and ability to network, within a company, clients and healthcare systems, including experience engaging with and developing content for senior leadership, • Growth driven mindset with proven experience in identifying new client opportunities and converting opportunities into largescale programs of commercialization activities, • Relevant experience across early commercialization deliverables across a range of pharmaceutical clients and disciplines, • In-depth knowledge of the healthcare environment and healthcare systems, with understanding of a broad range of stakeholders including clinicians, patients, advocates, and policymakers, • In-depth knowledge of the pharmaceutical industry, and demonstrated ability to understand client’s strategic needs and work with senior-level clients, including conflict resolution, • Proven ability to work and lead teams effectively in a busy, deadline-driven environment, • Commercial acumen to ensure business goals are met, • Can-do attitude, leadership and management agility, and ability to deliver and manage issues and deadlines with teams, • Outstanding leadership and role model behaviours and ability to motivate and lead teams Experience • Extensive business development experience and proven success rate, • Leadership of large, multi-faceted projects, programs and teams, providing both strategic direction & leading teams to successful execution, • Building and maintaining relationships with a variety of healthcare stakeholders (HCPs, patients, advocates, policy makers/payers), • Running and managing client/ customer meetings and deputising for exec management, • Extensive facilitation experience and ability to moderate senior stakeholders from a variety of backgrounds (commercial teams, KOLs, patient experts, etc.), • Communications experience and thought leadership track record, • Negotiation skills, • Market insight and research skills, • Strong line management and coaching experience, • Talent magnet for recruitment and retention – experience of identifying and attracting top talent Knowledge and skills • Ability to think outside the box and solve problems, • Understanding of consulting frameworks and approaches and ability to apply these to overcome client challenges, • Microsoft Office skills, • Excellent written and verbal communication including presentations, pitch decks, budgets and report writing, • Interpretation of information and data to create meaningful solutions for clients, • Facilitation skills to support advisory board and workshop activities, • Excellent knowledge and understanding of Pharmaceutical Industry, • Excellent knowledge and understanding of the health and social care systems across major global markets Personal characteristics • Planning resources and time efficiently to keep to timelines, • Client image and style awareness, • Ability to work on own initiative, • Excellent attention to detail, • Enthusiastic and motivated, • Travel to pharmaceutical industry clients and health service providers in and around the UK, EU and USA Qualifications • Qualified to Degree level (Medicine, Pharmacy, Life Sciences This is a 12-month fixed term contract position with the potential to become a permanent role. #LI-HYBRID

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