Station Manager: Lead Customer Experience & Operations in Liverpool

We are looking for an experienced business manager and people leader to join us at Avanti West Coast, someone who will champion our ambition to be the transport provider of choice. As a Station Manager, you’ll be empowered to deliver exceptional customer experiences and operational excellence through effective leadership and a commitment to continuous improvement.

To succeed in this role, you will have a proven track record of leading teams in a fast‑paced, agile environment. You will consistently champion our vision and values, ensuring we connect our customers and communities along the West Coast. You’ll understand how your station contributes to wider railway operations, recognise the needs of the business, your team and your customers while identifying opportunities to enhance both customer experience and operational performance.

Reporting into the Customer Experience Manager, you will have full accountability for your station. You will lead business initiatives and drive change with positivity and pace, ensuring the delivery of safety, people, and operational performance as outlined below.

• Safety: Ensure full compliance with safety, security, and environmental standards; Implement and promote a positive safety culture; Conduct regular reviews of all relevant risk assessments and audits; Manage local safety arrangements; Ensure adherence to all industry regulations and health and safety guidelines.
• People: Inspire, coach and develop your teams ensuring they have the right skills and knowledge to deliver for our customers; Lead Local Trade Union meetings and maintain strong industrial relations; Manage and lead Employee Relation cases (investigations, disciplinaries, performance management etc.); Monitor and manage absence and other people related KPI’s for your station; Deliver the station engagement strategy.
• Business and Operational performance: Manage station budget for income and expenditure; Lead throughout service disruption and recovery to minimise impacts on customers and colleagues; Drive revenue performance through the management of automated ticketing systems; Ensure the station operations support train running performance KPIs; Ensure stations meet contractual obligations.

If this opportunity excites you then we want to hear from you! Take a look at the Role Profile and apply and make a difference at Avanti West Coast. Please upload a CV with your application.

As well as working with a fantastic team you will also receive:

• Final salary pension
• Free travel on Avanti West Coast for you/spouse/partner/dependents
• Privilege Travel card (75% off other train operators fares for leisure travel)
• 30 days holiday rising by 1 for every completed year of service to a maximum of 37 days (inclusive of bank holidays)
• 10 free journeys on other First Group Train Operators

We reserve the right to withdraw this advert at any time due to high volumes of applications.

At Avanti West Coast, we believe our strength comes from the unique perspectives, experiences and backgrounds of our people. We are proud to build a workplace where diversity is embraced, and everyone is supported to thrive. We welcome individuals of all races, religions, ages, genders, gender identities, sexual orientations and abilities. Our goal is to reflect the communities we serve and create an environment where everyone feels valued and heard.

When you join Avanti West Coast, you become part of a close-knit team that encourages authenticity. We want you to bring your whole self to work. No need to change who you are to fit in. Your individuality is what makes us better. We celebrate it, we respect it and we put it to great use.

Our Avanti West Coast Values:

• Passionate: We foster a culture where everyone is driven by our mission and are dedicated to achieving it together.
• Committed: We are committed to safety, reliability and delivering the very best for our customers, our colleagues, stakeholders and the industry.
• Integrity: We believe in taking responsibility for our reactions and decisions to ensure we do the right thing even when it is difficult to do and hold others accountable for doing the same.
• Ambitious: We strive to be the best and are curious to new ways of working within our business and the wider industry.
• Authentic: We are genuine, caring and grounded individuals that operate and communicate with openness, trust and clarity.