Station Operations Manager

1 week ago


London, Greater London, United Kingdom South Western Railway Full time

We are seeking an experienced Station Operations Manager to join our team at South Western Railway. As a key member of our operations department, you will be responsible for ensuring the delivery of exceptional customer service across our network.

About Us

South Western Railway operates over 1,500 services each weekday, employing more than 5,000 people. We provide easy and convenient mobility, connecting people and communities in South West London, southern counties of England, and the Isle of Wight. As part of FirstGroup, the largest rail operator in the UK and second-largest bus operator outside London, we strive to make travel smoother and life easier.

Job Summary

This role requires delivering customer service objectives on a day-to-day basis through the Customer Service team at the station while ensuring all staff recognize and display the company's values and behaviours. You will take the lead in activities related to the day-to-day running of the station, deputize for the Customer Service management team as necessary, and assist in managing train running performance to minimize disruption and delay.

Key Responsibilities:
  • Lead the station team in customer service delivery and ensure the recognition and display of company values and behaviours.
  • Monitor staffing levels to maximize customer service opportunities and meet obligations.
  • Maintain a safe environment for customers, contractors, and employees.
  • Provide information, direction, coaching, and training for employees in the customer service department.
Requirements:
  • Extensive experience in the customer service industry.
  • A passion for delivering high-quality customer service.
What We Offer:

In return for your expertise, we offer a competitive salary, free duty and leisure travel on SWR services, and other benefits that support your well-being and growth. Our commitment to diversity, equity, and inclusion ensures a welcoming environment for all colleagues and customers. If you require additional support with your application due to a disability or neurodivergent condition, please let us know.



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