Duty Station Manager

Are you a natural leader with a passion for operational excellence, outstanding customer service, and safety? We’re looking for proactive and capable Duty Station Managers to join our dynamic team and play a key role in delivering exceptional service across our station network. In this critical role, you’ll lead by example, support your teams, and ensure our stations run smoothly, safely, and efficiently—providing the best possible experience for our customers every day.

Job Purpose

To support delivery of the Station Management Team requirements, deputising for the Area Manager to ensure high levels of customer standards are achieved. To supervise station teams of varying disciplines based across a wide geographic area. To be operationally competent for appropriate safety critical duties. Ensuring the highest standards of customer service, achievement of revenue targets and delivery of operational excellence through all station retail activities in an effective and efficient manner. This role supports the delivery of the station HSSE objectives. To ensure that job specific activities do not introduce unacceptable business and safety risk to any aspect of the Company’s operation, and that the appropriate policies and procedures are implemented and adhered to, ensuring that all such activities comply with the relevant sections of the Safety Case and the current Safety Plan.

Please Note: You must have the ability to work unsociable hours including late nights and weekends between the hours of 05:30 and 00:30.

Key Accountabilities

• Operationally competent for safety critical station standards
• Competent Assessor qualified and lead the overall dispatch assessment plan and responsible for dispatch assessments across the route
• Work in collaboration across the business to achieve station KPI’s and improve overall performance targets including Service Quality
• Be the local responsible manager during engineering blocks and special events ensuring weekend requirements are managed locally, working in collaboration with the Special Events Manager
• Support implementation of the station specific HSSE risk assessments, controlled station procedures and working in collaboration with HSSE to ensure all documentation is completed to the required standard
• Ensure delivery of all day-to-day station retailing and audit activities across a group of stations ensuring the operation of ticket offices and gatelines are conducted in accordance with all company guidelines and procedures and meets all customer commitments
• Support delivery of an effective team of frontline staff that delivers the highest standards of customer service and retail presentation by effective management of performance, welfare and development of all staff within the team including delivery of briefings and customer service training
• To investigate accidents and incidents occurring on the station in a timely manner complying with all safety processes and to always ensure the safety and security of staff and customers on stations
• To oversee station activities/areas and provide support to the station team. Take ownership of station presentation/experience and ensure high levels of customer standards are maintained at all times
• Act as a deputy for the Area Managers with roaming requirements across stations within reasonable geographical areas, includes rostered arrangements and to provide out of hours on call coverage as directed by the appropriate roster

Personal Specification

Essential

• Meets the operational safety critical requirement
• Experience of working in a fast paced environment with regular changing priorities
• Experience of using office programmes for the purposes of writing reports (word) and measuring statistical performance (excel)
• The ability to influence others at a senior level and front line staff
• Good communication and interpersonal skills
• Able to assess different situations and act accordingly
• Good problem solving skills
• Able to work in a calm and efficient manner under pressure
• Passionate about providing excellent customer service
• Able to challenge and manage conflict and contentious issues
• A good level of understanding of HSSE processes, maintaining and following procedures
• Ability to think of innovative solutions
• Proactive and responsive to constant change
• Adhere to Company Policies and Procedures
• Demonstrate high standards of behaviour and attitude
• Motivated to accept and comply with high standards and instructions

Desirable

• Recognised Management Qualification and experience of managing people
• A good understanding of Railway operations
• Knowledgeable with HSSE station procedures
• Understanding of Rail Geography