Station Manager St Pancras - High Speed

You will need to login before you can apply for a job.

About Network Rail
Station Manager St Pancras International

At Network Rail High Speed, we bring together high speed domestic and international rail services with top brands in retail and hospitality under the roof of the iconic London St Pancras International.

Being the Station Manager at St Pancras is one of our most important roles and we are looking for someone to lead our team at the station – working closely with train operators, retailers, and our client High Speed One – to deliver a best-in-class proposition at St Pancras International.

You don\’t need to have any railway experience, in fact we would like to hear from you if you have a background in operations across various sectors, but it would be beneficial for you to have experience in regulatory requirements, contractual agreements and the delivery of plans in the areas of safety, security and passenger experience. Above all though we are looking for a conscientious and proactive leader that can bring a large group of colleagues together and take them on a journey by engaging and empowering them to deliver the best service.

About the role

We are looking to recruit a Station Manager based in our award-winning St Pancras International Station. You will lead and direct the management of all aspects of the station\’s operation, regulatory requirements, contractual agreements and revenue generation.

You will act as the ambassador for the passenger within Network Rail High Speed, and direct the stations team to secure a high level of customer experience – delivered in collaboration and conjunction with Train Operating Companies (TOC\’s) and other station stakeholders.

Optimise the income and net profitability of the station whilst delivering an operationally safe and secure station compliant with appropriate operational and safety standards.

Develop and lead the implementation of the station safety plan, station security plan and station incident response plan in liaison with relevant regulatory bodies. Initiate safety checks and monitor and audit the activities of station users, implementing and monitoring actions identified to mitigate and control station risk.

Identify, develop and implement initiatives to enhance the passenger experience, including the strategy to deliver excellent passenger information. In collaboration with station Train Operating Companies, lead provision of station information and accurate, timely passenger information during disruptions.

Develop collaborative relationships and plans with retailers, the business community, local authorities and other stakeholders to deliver excellent customer experience and realise business and financial improvements, as measured by customer satisfaction surveys including national rail passenger satisfaction survey (NRPS).

Lead the development of a strategy for the station in collaboration with key station stakeholders aligned to industry policies and standards to deliver a safe and secure operation.

Lead the agreement of qualified expenditure with train operating companies and the delivery of OPEX budgets to meet operational requirements and improve the passenger experience. Meet budgetary targets whilst protecting the Company\’s asset and reputation, managing the station in compliance with statutory legislation.

Develop relationships with all local stakeholders and any construction projects to safely manage the operational requirements of the station, maintaining operational effectiveness.

Deliver compliance with competency assessment systems and all relevant industry and company standards and procedures including; national railway security programme, national operating procedures, rule book, other relevant safety processes and procedures.

Engage with internal and external senior stakeholders, collaboratively developing and delivering property asset management strategies to meet and exceed income and investment targets, improving the retail mix and enhancing the customer experience. As the Network Rail representative for the station be the key point of contact for government officials and VIPs.

Lead initiatives to enhance the reputation of Network Rail and add value to the station from both a financial and passenger experience point of view. Lead and chair meetings including those with customers, suppliers and stakeholders relating to the management of the station.

Please be aware this role holds a mandatory requirement for the incumbent to hold valid security vetting clearance. Any offer will be conditional on the successful candidate obtaining clearance prior to a start date being agreed.

The person

So, who are we looking for? If you can answer yes to the following questions, then we look forward to receiving your application. Do you have:

• Successful experience in leadership and development of people in a customer focused environment?
• Extensive experience in managing teams to deliver excellent customer/passenger service?
• A proven track record in developing people and teams (including dealing with Employee Relations issues)?
• Successful experience of delivering customer service in a complex operational environment?
• Effective interpersonal and communications skills – with the ability to communicate effectively across varied internal and external stakeholders?
• Proven customer relationship management skills and expertise?
• Experience of delivering communications in support of excellent passenger services?
• Demonstrable experience in the management of financial systems, budgetary tools and undertaking contract management in a complex commercial environment?
• Thorough knowledge and understanding of station regulatory frameworks?
• A comprehensive knowledge of managed station operations, processes and procedures?
• A proven track record in managing passenger flows in a complex operational environment?
• Sound knowledge of corporate governance – e.g. procurement rules?
• Ability to attain Station Incident Officer (SIO)
• Ability to gain appropriate assessor and verifier competence
• Ability to attain Station Management Competence / applicable rules & regulations qualified to level 3

* denotes post holder must attain relevant competency prior to carrying out activity. #J-18808-Ljbffr