Role
The Travel for All Team Leader supports the Travel for All Manager to deliver the Travel for All strategy and inclusive and accessible multimodal network through the operational implementation of accessibility standards, customer support arrangements and regulatory requirements.
The role provides specialist expertise in rail and multimodal accessibility and Passenger Assist, supporting operational decision‑making and service improvement across the organisation.
Acting as a Subject Matter Expert for accessibility and assisted travel, the postholder provides guidance and supports consistent operational responses.
Role Responsibilities
- Act as a Subject Matter Expert for accessibility, inclusive design, and assisted travel across all transport modes, embedding best practice through advice, assurance, and continuous improvement. So that customers can travel safely, confidently, and independently, and the organisation meets its Travel for All commitments.
- Interpret accessibility policy, standards, and guidance by analysing complex scenarios and advising on proportionate organisational and operational responses, so that services remain compliant, practical to deliver, and responsive to individual customer needs.
- Support and oversee accessibility‑related incident reviews by championing root‑cause analysis and inclusive solutions, ensuring learning leads to meaningful improvements in customer experience, safety, and confidence when travelling.
- Maintain, develop, and improve operational accessibility processes, policies, and customer support arrangements through continuous review, stakeholder engagement, and practical implementation, so that support remains effective, proportionate, and responsive to customer needs.
- Coordinate and supervise accessibility panels, forums, and engagement activities, ensuring effective oversight and alignment with organisational priorities and national policy frameworks, so that stakeholder insight drives compliant, inclusive, and evidence‑based outcomes.
- Liaise with external partners, accessibility organisations, and stakeholders to coordinate and support relevant projects and initiatives, ensuring organisational activity is aligned, well‑informed, and responsive to external expertise and expectations.
- Provide project management support to the Travel for All Manager through planning, monitoring, and stakeholder coordination, contributing to the successful delivery of accessibility‑focused improvement programmes.
- Conduct research into best practice, inclusion, equality, and accessibility to generate evidence‑based insight, ensuring organisational policy, training, and service improvements are informed, relevant, and aligned with evolving expectations and standards.
- Support regulatory and compliance requirements through robust reporting, enabling informed decision‑making, risk management, and measurable progress against accessibility obligations.
Qualifications
- Knowledge of accessibility legislation and standards including the Equality Act 2010, BS8300 and PRM‑TSI requirements.
- Experience within the transport sector supporting accessibility initiatives, operational service delivery or customer experience improvements.
- Demonstrable experience managing complex or sensitive customer enquiries requiring empathy and professional judgement.
- Demonstrable experience supporting accessibility training or awareness activity.
- Understanding of the social model of disability and key political concepts/issues facing customers who experience access barriers.
- Experience of engaging effectively with accessibility stakeholders and customer groups.
- A track record of building positive relationships, managing projects and coordinating actions with multiple stakeholders.
- Written and verbal communication skills including preparation of reports, guidance documents and presentations.
Welsh Language Skills
While not essential for this role, Welsh language skills would make a great addition to your application. TfW supports anyone who wants to learn Welsh or improve their skills, offering online learning, classroom courses and funding for attendance at local community courses.
Equal Opportunities
We're changing the way the transport industry looks. By celebrating and embracing differences, we're building a workforce that represents Wales. We need talented people from all backgrounds and cultures to bring their perspectives and experiences. Diverse teams make better decisions and drive innovation. Join us in transforming the way Wales travels.
We are a Disability Confident Leader. Let us know about any reasonable adjustments you may need in the recruitment process and as part of the role if you are successful.
