Flagship Station Operations Manager

2 days ago

London, Greater London, United Kingdom FirstGroup Full time
About the Job

The primary objective of this role is to provide strategic leadership and management of station operations, ensuring the delivery of exceptional customer service and business excellence.

Main Responsibilities:
  • Provide 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.
  • Be accountable for the safe and efficient operation of the station on a shift basis.
  • Ensure the highest levels of customer service and safety are provided by all colleagues.
  • Manage contractors working on the station.
  • Monitor 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.
  • Work to improve punctuality and provide delay information to the appropriate systems.
  • Create a culture where customer service is recognized, and customer expectations are exceeded.
Requirements:
  • Able to communicate at all levels verbally and in writing.
  • A strong lateral thinker.
  • Analytical.
  • Able to demonstrate a flexible approach.
Experience:
  • 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).
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. While on shift, you will also cover 'On-Call' responsibility for GWR Paddington Station. While you will be based at Paddington, you may be required to travel across the GWR network. This role comes with an on-call responsibility, supporting our front-line teams and customers 24/7.

Applicants will be required to upload a copy of their CV and, if successfully shortlisted, will be invited to undertake an interview, which will take place on a designated date.

As this role involves safety-critical duties, the successful candidate will be required to meet the medical standards for this role, including color vision and hearing tests, 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 ongoing development, a defined benefit pension scheme, free rail travel across the GWR network for you and your family, company-sponsored healthcare plan, discounted shopping and gym membership, and an employee assistance program.

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.

  • Flagship Station Manager

    2 days ago

    London, Greater London, United Kingdom Great Western Railway (GWR) Full time

    About the RoleWe are seeking an experienced and skilled Flagship Duty Station Manager to join our team at Great Western Railway (GWR). As a key member of our station operations team, you will be responsible for ensuring the safe and efficient operation of our flagship station, providing exceptional customer service, and leading a team of station...

  • Flagship Station Manager

    2 days ago

    London, Greater London, United Kingdom Great Western Railway (GWR) Full time

    About the RoleWe are seeking an experienced and skilled Flagship Duty Station Manager to join our team at Great Western Railway (GWR). As a key member of our station operations team, you will be responsible for ensuring the safe and efficient operation of our flagship station, providing exceptional customer service, and leading a team of station...

  • Flagship Station Manager

    24 hours ago

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

    About the RoleWe are seeking a highly skilled and experienced Flagship Duty Station Manager to join our team at Great Western Railway. As a key member of our operations team, you will be responsible for leading our station operations and ensuring the safe and efficient delivery of our services.Key ResponsibilitiesProvide minute-by-minute management of the...

  • Flagship Station Manager

    1 day ago

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

    About the RoleWe are seeking a highly skilled and experienced Flagship Duty Station Manager to join our team at Great Western Railway. As a key member of our operations team, you will be responsible for leading our station operations and ensuring the safe and efficient delivery of our services.Key ResponsibilitiesProvide minute-by-minute management of the...

  • Senior Quantity Surveyor

    2 weeks ago

    London, Greater London, United Kingdom Flagship Consulting Full time

    About the RoleFlagship Consulting is seeking a highly skilled Senior Quantity Surveyor to join our team in London. As a Senior Quantity Surveyor, you will play a key role in managing projects from inception to completion, taking ownership of clients and projects across various sectors.Key ResponsibilitiesManage projects from inception to completionTake...

  • Senior Quantity Surveyor

    2 weeks ago

    London, Greater London, United Kingdom Flagship Consulting Full time

    About the RoleFlagship Consulting is seeking a highly skilled Senior Quantity Surveyor to join our team in London. As a Senior Quantity Surveyor, you will play a key role in managing projects from inception to completion, taking ownership of clients and projects across various sectors.Key ResponsibilitiesManage projects from inception to completionTake...

  • Data Centre Project Manager

    2 weeks ago

    London, Greater London, United Kingdom Flagship Consulting Full time

    About the RoleWe are seeking an experienced Project Manager to join our Flagship Consulting team, specializing in Data Centre projects. As a key member of our team, you will be responsible for managing projects from inception to completion, taking full ownership of client relationships and delivering high-profile projects.Key ResponsibilitiesManage projects...

  • Data Centre Project Manager

    2 weeks ago

    London, Greater London, United Kingdom Flagship Consulting Full time

    About the RoleWe are seeking an experienced Project Manager to join our Flagship Consulting team, specializing in Data Centre projects. As a key member of our team, you will be responsible for managing projects from inception to completion, taking full ownership of client relationships and delivering high-profile projects.Key ResponsibilitiesManage projects...

  • Data Centre Project Manager

    2 weeks ago

    London, Greater London, United Kingdom Flagship Consulting Full time

    About the RoleWe are seeking an experienced Project Manager to join our Flagship Consulting team, specializing in Data Centre projects. As a key member of our team, you will be responsible for managing projects from inception to completion, taking full ownership of client relationships and delivering high-profile projects.Key ResponsibilitiesManage projects...

  • Data Centre Project Manager

    2 weeks ago

    London, Greater London, United Kingdom Flagship Consulting Full time

    About the RoleWe are seeking an experienced Project Manager to join our Flagship Consulting team, specializing in Data Centre projects. As a key member of our team, you will be responsible for managing projects from inception to completion, taking full ownership of client relationships and delivering high-profile projects.Key ResponsibilitiesManage projects...

  • Flagship Store Manager

    2 weeks ago

    London, Greater London, United Kingdom 360 Talent London Full time

    Job Summary:We are seeking a highly motivated and experienced Flagship Supervisor to join our team at 360 Talent London. As a Flagship Supervisor, you will be responsible for managing our flagship store team to deliver a world-class end-to-end customer experience.About the Role:Work closely with the Retail Director to manage the store team and ensure...

  • Flagship Store Manager

    2 weeks ago

    London, Greater London, United Kingdom 360 Talent London Full time

    Job Summary:We are seeking a highly motivated and experienced Flagship Supervisor to join our team at 360 Talent London. As a Flagship Supervisor, you will be responsible for managing our flagship store team to deliver a world-class end-to-end customer experience.About the Role:Work closely with the Retail Director to manage the store team and ensure...

  • Culinary Specialist at Station Hotel

    1 month ago

    London, Greater London, United Kingdom Station Hotel Full time

    Position Overview: Culinary Specialist The Station Hotel is a charming traditional pub and hotel located in South London, known for its warm atmosphere and exceptional food offerings. We pride ourselves on serving high-quality meals and a selection of real ales, all within a historic setting that embodies the essence of local hospitality. Benefits of...

  • Station Operations Coordinator

    1 month ago

    London, Greater London, United Kingdom Network Rail Full time

    Overview: The role involves overseeing and managing the operational systems within the station, ensuring that all users receive timely and accurate information regarding services. Key Responsibilities: 1. Deliver consistent updates on train and station operations to all users utilizing available information systems. 2. Inform station personnel and Train...

  • Data Centre Quantity Surveyor

    2 weeks ago

    London, Greater London, United Kingdom Flagship Consulting Full time

    About the RoleFlagship Consulting is seeking a highly skilled Quantity Surveyor to join our team in London. As a Quantity Surveyor, you will play a crucial role in the success of our data centre projects, working closely with our clients and internal teams to deliver high-profile projects from inception to completion.Key ResponsibilitiesManage and coordinate...

  • Data Centre Quantity Surveyor

    2 weeks ago

    London, Greater London, United Kingdom Flagship Consulting Full time

    About the RoleFlagship Consulting is seeking a highly skilled Quantity Surveyor to join our team in London. As a Quantity Surveyor, you will play a crucial role in the success of our data centre projects, working closely with our clients and internal teams to deliver high-profile projects from inception to completion.Key ResponsibilitiesManage and coordinate...

  • Station Operations Coordinator

    1 month ago

    London, Greater London, United Kingdom Network Rail Full time

    Overview:The role involves overseeing and managing the operational systems of the station, ensuring that accurate information is disseminated to all relevant stakeholders.Key Responsibilities:Deliver timely updates regarding train and station operations to all users utilizing available information systems.Inform station personnel and Train Operating...

  • Station Operations Coordinator

    1 month ago

    London, Greater London, United Kingdom Network Rail Full time

    Overview: The role involves ensuring comprehensive oversight and management of the station's operational systems, delivering precise information to all relevant stakeholders as necessary. Important Note: This position requires the successful candidate to possess valid security vetting clearance. Any employment offer will be contingent upon obtaining this...

  • Station Operations Supervisor

    1 month ago

    London, Greater London, United Kingdom Network Rail Full time

    Overview: The role of the Station Operations Supervisor is pivotal in ensuring the station team delivers outstanding customer service while maintaining safety and compliance with relevant standards. Key Responsibilities: Oversee the station team, including agency personnel, to foster a secure environment and provide exemplary customer service. Direct and...

  • Station Operations Supervisor

    1 month ago

    London, Greater London, United Kingdom Network Rail Full time

    Position OverviewThe role of the Shift Supervisor is pivotal in guiding the station team to ensure exceptional customer service is provided during each shift. This position demands a commitment to safety and adherence to relevant operational standards, all while fostering a first-rate customer experience.Security Clearance RequirementPlease note that this...