Flagship Station Operations Manager

4 weeks ago

London, Greater London, United Kingdom First Rail Full time
Job Title: Flagship Duty Station Manager

Are you passionate about delivering exceptional customer service and leading a diverse team of customer service employees? Do you have a strong passion for ensuring that journeys for thousands of customers are safe and enjoyable?

About the Role

This role will require you to deliver the Customer Service objectives in relation to Station Operations on a day-to-day basis through the Customer Service team at the station. You will be responsible for ensuring that all staff under your control recognize and actively display the South Western Railway's values and behaviors in their service delivery.

Key Responsibilities
  • Take the lead in all activities relating to the day-to-day running of the station while on duty and lead the station team in all aspects of customer service delivery.
  • Deputize for the Customer Service management Team as necessary.
  • Assist in the management of train running performance at your station/s and take action to minimize disruption and delay.
  • Monitor staffing levels at your station/s to ensure that our obligations are met and opportunities to increase customer service are maximized.
  • Monitor and maintain a safe environment for customers, contractors, the general public, and employees of all companies using the premises.
  • Provide information, direction, coaching, and training for all employees in the customer service department.
  • Carry out the requirements of the on-call service as necessary.
Requirements
  • Extensive experience of working within a customer service industry.
  • A passion for delivering the highest level of customer service.
What We Offer

In return, we offer a competitive salary and a variety of valuable benefits, including:

  • Free duty and leisure travel on SWR services for employees.
  • Free leisure travel for spouse/partner and dependants (criteria dependent).
  • 75% discount on many other train operating companies.
  • Full training and support with development.
  • Excellent pension scheme.

We celebrate and encourage diversity of thought, progressive ways of working, and seeing all our colleagues grow and thrive.

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