Flagship Duty Station Manager

2 weeks ago

London, Greater London, United Kingdom FirstGroup Full time

Salary: £47,232 (Plus allowance)

Who are we?

GWR is the proud custodian of Brunel's railway - one of the most prestigious networks in the world. We have some of the newest trains in the country and exciting plans to extend our services. With more than one hundred million passenger journeys each year, we carry people to over 275 stations in the South West, from Cornwall and South Wales to London, passing through beautiful country and some of the UK's top tourist destinations.

We are transforming the way people think about train travel, empowering our team of over 6,000 people from all different backgrounds to make it a great experience for our customers. Together, we will revalue rail as a very special way to travel – relaxing, fast, efficient, friendly and fun.

About the team?

Reporting to the Flagship Station Manager this role is part of a team of Duty Station Managers covering a 24 hours shift roster. The Duty Station Manager will work closely with all station colleagues and stakeholders, including Network Rail.

About the job?

The primary purpose of the role is leadership of people and management of processes to enable delivery of business excellence. The focus is on getting things done safely to deliver quality, great customer service.

Your main responsibilities will be:

  • Providing minute-by-minute management of the station, including ticket office, concourse, customer information desks, information and customer service, gateline, train dispatch and train/station cleaning.
  • Being accountable for the safe and efficient operation of the station on a shift basis
  • Ensuring the highest levels of customer service and safety are provided by all colleagues
  • Managing contractors working on the station
  • Monitoring the delivery of station environmental quality, safety, maintenance, cleaning and customer service standards and performance, taking action where necessary to achieve required standards, ensuring a clear focus on attention to detail
  • Working to improve punctuality and providing delay information to the appropriate systems.
  • Creating a culture where customer service is recognised, and customer expectations are exceeded.

You'll need to be:

  • Able to communicate at all levels verbally and in writing
  • A strong lateral thinker
  • Analytical
  • Able to demonstrate a flexible approach
  • Adaptable as the Railway moves towards a 7 day/24 hour operation

As a minimum you will need to have:

  • Experience of managing a large customer service team
  • Experience of successfully creating and delivering customer service initiatives
  • A successful track record of dealing with complex customer issues
  • Experience of managing station operations
  • Experience of delivering performance related targets
  • Experience of managing delay budgets and industry performance budgets
  • Strong computer literacy skills (MS word, excel etc.)

Working pattern?

Working as part of a large team, you will be expected to support the team and the business when it's needed most. Whilst ensuring you enjoy regular time away from work, you will be expected to support the station during special events and railway upgrade work, and therefore working during weekends or unsocial hours on occasion is part and parcel of working on an ever-operational railway.

Additional information?

This role requires shift work, covering 24/7 Sunday-Saturday, including bank holidays. Typically, you will work a week on-call for 7 days every 5 weeks, but this is subject to business needs. While you will be based at Paddington, you may be required travel across the GWR network. This role comes with an on-call responsibility, supporting our front-line teams and customers 24/7.

As this role involves safety critical duties. The successful candidate will be required to meet the medical standards for this role, including colour vision and hearing test, together with a drugs and alcohol screen. A Basic DBS is also required.

The Reward?

As well as a great team environment and comprehensive training, all GWR colleagues enjoy a range of benefits including on-going development, defined benefit pension scheme, free rail travel across the GWR network for you and your family, company-sponsored health care plan, discounted shopping and gym membership and an employee assistance programme.

We all belong at GWR. This is our vision for providing an inclusive environment for all our colleagues, 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 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 such as 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.

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