Jo Pritchard
Wellington
Summary
I am an outgoing and motivated Senior Service Delivery Advisor for Metlink, with a passion for public transport and working towards an excellent customer experience for our passengers. With 11 years’ experience working for Greater Wellington Regional Council across various roles I have had great opportunities to build on many of my skills, such as relationship building, problem solving and mentoring new staff. I am now looking to progress my career with Metlink and I'm excited to take on the challenge of a leadership role. I care deeply about my team and supporting them to develop and grow in their own careers.
Overview
12
12
years of professional experience
Work History
Senior Service Delivery Advisor
Greater Wellington Regional Council, Metlink
11.2020 - Current
- Manage the daily operational relationship between our Bus and Ferry Public Transport Operators, to ensure optimal service levels for our customers.
- Team mentoring and development, and on-boarding of new team members
- Initial escalation point for both our public transport operators, as well as the Service Delivery team
- Subject matter expert for several cross organisational projects, including the recent introduction of a new CRM system for the business. This included facilitating training sessions for each of our Bus Operators and our Ferry operator on the use of the new CRM platform
- Analyse performance data so that I can work with our public transport operators to assist them in meeting their KPI targets, and can accurately apply relief for any events impacting KPI's that are outside of operator's control.
- Using my CIMS L4 qualification, as well as extensive first hand experience, I've been an integral part of the emergency response to various major disruptions to the bus network, including severe weather conditions and flooding, the Treaty Principles Hikoi in 2024 which was one of the largest protest marches Wellington CBD has experienced and of course the COVID 19 pandemic including the occupation of the Parliament precinct and surrounding streets, which closed the Lambton Bus Interchange for several weeks.
Service Delivery Advisor
Greater Wellington Regional Council, Metlink
04.2018 - 11.2020
- Key Responsibilities:
- Developing and maintaining the relationships between bus and ferry operators and Metlink (specifically Tranzurban, Uzabus and East by West Ferries)
- Public Transport Service and Quality Monitoring across bus and Ferry Operators. This includes identifying areas that require improvement and working with the operators and other team within the Metlink
- Facilitating Operational Policies across the public transport network (for bus and ferry)
- Liaison officer with Metlink’s infrastructure team
- Assisting with responses to customer complaints
- Key Achievements/Projects:
- PTOM (Public Transport Operating Model) Transition 2018
- Business Continuity Planning
- Bus Priority Project (Supporting Let’s Get Welly Moving)
Service Delivery Coordinator
Greater Wellington Regional Council, Metlink
10.2016 - 03.2018
- Managing Service Disruptions across the Metlink Bus Network. This could be anything from Natural Disasters and after effects of Traffic Collisions to street events and roadworks.
- Building and maintaining good relationships between various external stakeholders such as the Bus Companies Operations Staff, Roading teams from the various TA’s and Roading Contract Companies across the region.
- Working with various teams across our organisation such as Service Design and Comms and Marketing to ensure that any disruption plans are appropriate for the network and also are communicated to the public effectively.
- Creating ‘need to know’ documentation for the Metlink Contact Centre. This could be disruption related, or could be detailing other PT related information such as changes to timetables, ticketing or conditions of carriage policy.
- Responding to customer complaints.
- Key Achievements/Projects:
- Organised all bus route diversions, and related customer communications for the Wellington leg of the British and Irish Lions tour 2017
- Organised bilingual messaging at bus stops across the Wellington Region during the annual Te Reo Maori Hikoi in September 2017. This has been continued during subsequent Maori language week celebrations.
- I played a major role in defining the new service disruption process for the transition to the PTOM (Public Transport Operating Model) network.
- Several qualifications gained - Traffic Controller (TC) Level 1, Site Traffic Management Supervisor (STMS) Level, Coordinated Incident Management System (CIMS) Levels 2 and 4
Contact Centre Operator
Greater Wellington Regional Council
04.2016 - 10.2016
- Receiving inbound calls for Metlink and providing public transport and timetable information.
- Receiving inbound reception calls for all of GWRC’s offices and parks. Transferring calls and answering general enquiries.
- Warm Wellington Scheme - Answering general enquiries and helping customers fill out application forms.
- Logging customer complaints for public transport.
- Total Mobility Scheme - Answering customer enquiries and updating their details when required. Helping customers sign up to the scheme.
Christmas temporary staff for Harrods Thames Valley Distribution Centre (UK)
Abacus Recruitment
11.2015 - 01.2016
- Quality checking stock to be sent out to customers and external wholesalers
- Wrapping and packing customer’s online orders and completing relevant paperwork
- Quality checking other packers work.
- Logging packages into the Harrods database and confirming correct carrier company
- Preparing pallets’ of packages for transit
Temporary call centre operator for Greater Wellington Regional Council
GBL Personnel
02.2014 - 05.2015
- See description above for Greater Wellington Regional Council – Contact Centre Operator
10.2013 - 02.2014
- Travelling around New Zealand
- 10.2013
- Various Retail, Hospitality and Administration Roles (UK)
Education
BA - Theatre and Performance
University of Plymouth
01.2009
Skills
- I have excellent interpersonal skills, demonstrated by the relationships I have built internally at Metlink, and also with external stakeholders such as the Operations teams at each Public Transport Operator, local councils and also NZTA’ Wellington Transport Operations Centre (WTOC)
- In my current role, I have had the opportunity to help recruit several members of the Service Delivery team, and been the hiring manager for the most recently advertised role in the team
- I am an experienced user of various applications integral to public transport operations such as VIX Horizon, Snapper Insights and Net BI, and often carry out user training for these applications I have been the subject matter expert for Bus and Ferry Operations for the new He Hapori CRM platform, which has again given me the opportunity to facilitate training for each of our PTOs on using the new platform
- I'm a proficient user of all Microsoft Office applications
- Qualified in Coordinated Incident Management (CIMS) L4
Timeline
Senior Service Delivery Advisor
Greater Wellington Regional Council, Metlink
11.2020 - Current
Service Delivery Advisor
Greater Wellington Regional Council, Metlink
04.2018 - 11.2020
Service Delivery Coordinator
Greater Wellington Regional Council, Metlink
10.2016 - 03.2018
Contact Centre Operator
Greater Wellington Regional Council
04.2016 - 10.2016
Christmas temporary staff for Harrods Thames Valley Distribution Centre (UK)
Abacus Recruitment
11.2015 - 01.2016
Temporary call centre operator for Greater Wellington Regional Council
GBL Personnel
02.2014 - 05.2015
10.2013 - 02.2014
- 10.2013
BA - Theatre and Performance
University of Plymouth
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