Station Experience Manager in Leicester

We are proud to be One Team at East Midlands Railway (EMR). We are passionate about keeping people safe, delighting our customers, doing the right thing and putting customers at the heart of our sustainable railway for the East Midlands. With over 2,600 employees, our people are the reason we are so successful, and the Station team make a crucial contribution to this. Nine times accredited as a Top Employer and Gold accredited for Inclusive Employers Standards we value our people and are dedicated to making sure that everybody feels empowered to bring their authentic self to work.

This is a part time position covering 3 days per week as part of a job share (On call duties are required in this role).

Are you a dynamic leader with a passion for excellence in operations and customer service? We are recruiting for someone who will lead the Leicester station team in delivering exceptional customer experiences while ensuring operational efficiency and compliance in a 24 / 7 environment.

Your Key Responsibilities

• Safety First: Ensure full compliance with safety, security, and environmental standards. Implement and promote a safety-first culture, regularly reviewing risk assessments, conducting audits, and addressing safety concerns proactively.
• Operational Excellence: Oversee all station operations, including train dispatch, platform management, and service reliability. Develop and implement contingency plans for disruptions, ensuring minimal impact on passengers.
• Revenue Growth: Drive ticket sales and revenue performance by managing automated ticketing systems, ensuring compliance with ticketing regulations, and identifying opportunities for commercial growth.
• People Leadership: Inspire, coach, and develop your team, ensuring they have the right skills and knowledge to deliver exceptional service. Lead workforce planning, performance management, and team engagement initiatives.
• Customer Experience: Act as the station ambassador, working with internal teams and external stakeholders to enhance the overall passenger journey. Identify and implement service improvements based on customer feedback and performance metrics.
• Stakeholder Collaboration: Build and maintain strong relationships with Network Rail, train operators, local authorities, and other key stakeholders to drive operational efficiency and service improvements.
• Financial Management: Manage budgets effectively, ensuring cost control and financial sustainability. Monitor expenditures, optimize resource allocation, and contribute to overall business efficiency.
• Regulatory Compliance: Ensure adherence to all industry regulations, health and safety guidelines, and contractual obligations, addressing any non-compliance issues in a timely and effective manner.

What We’re Looking For

• Experience in leading teams within a customer-focused, operational environment.
• Strong leadership and people management skills, with the ability to motivate and develop teams, and deliver transformational cultural change.
• Proven experience in delivering customer service improvements and cultural change initiatives.
• A track record of managing operational performance and safety compliance.
• Strong commercial awareness and financial acumen.
• Significant experience working in a unionised environment, with complex terms and conditions, and in undertaking collective bargaining.
• Proven track record in managing development and delivery of £multi-million operation with P / L accountability.

What We Offer

• Competitive salary & benefits package
• Free & discounted rail travel – for you, your friends, and family!
• Up to 32 days annual leave
• Defined benefit pension scheme
• Career development opportunities – we invest in our people!

If you have the passion, skills, and experience to lead Leicester station to new heights, we want to hear from you! Apply today and be a part of shaping the future of rail travel!

At EMR we want to proactively embrace diversity across our workforce and recognise that we are under-represented in terms of females and ethnic minority groups. We’re therefore taking positive steps to promote a positive and inclusive culture; we welcome applications from those that identify with these groups to better represent our communities.

As we operate a blind screening process please remove all personal information including your name from your CV.