RSSB2452 Creating a customer service ethos in RSSB

RSSB recognised in 2015 that it needed to improve its approach to member understanding, engagement and communication and has taken initial steps to strengthen internal capability. In November 2016, the Office of Rail and Road (ORR) published their report into independent review of RSSB (http://orr.gov.uk/consultations/closed-consultations/railway-safety-consultations/orrs-independent-review-of-rssb-in-2016) and made several recommendations. In accordance with the background given above, RSSB is seeking an experienced and independent provider to recommend how to create, embed, maintain and improve customer service behaviour and culture within the company.