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Flagship Station Operations Manager
2 months ago
We are seeking a highly skilled and experienced Flagship Duty Station Manager to join our team at Great Western Railway (GWR). As a key member of our station management team, you will be responsible for leading a team of station managers and ensuring the safe and efficient operation of our stations.
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.
- Line Manager accountability and leadership for a specific area of the station team.
- 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 and assist in the delivery of the Bristol Regeneration programme of works.
- 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 recognised, and customer expectations are exceeded.
Requirements:
- Able to communicate at all levels verbally and in writing.
- A self-starter with the ability to proactively resolve issues before they escalate.
- A strong lateral thinker.
- Able to demonstrate a flexible approach.
- Focused on improving customer service standards.
- Adaptable and resilient as the Railway moves towards a 7-day/24-hour operation.
About the Location:
You will be working at Bristol Temple Meads and a number of key suburban stations around Bristol and North Somerset, with a total footfall of over 14 million customers per year.
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 comes with an on-call responsibility, supporting our front-line teams and customers 24/7. Typically, you will be on call for one 24-hour shift per week, but this is subject to business needs. While you will be based at Bristol Temple Meads, you will need to travel across the GWR network on a regular basis.
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 Value Diversity:
We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive. We maintain zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.
Flexible Working:
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.
