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- Tasks: Lead a passionate team to enhance customer experience at St Pancras International.
- Company: Join Eurostar, a leader in sustainable rail travel across five countries.
- Benefits: Enjoy competitive pay, travel perks, and ongoing training opportunities.
- Why this job: Be part of a culture that values boldness, honesty, and care while making a real impact.
- Qualifications: Proven leadership experience with strong people management and customer advocacy skills required.
- Other info: Early applications encouraged; diverse candidates are welcomed.
The predicted salary is between 55440 - 65400 £ per year.
At Eurostar, we're fuelling the future of rail travel - operating in five countries and sparking new opportunities for travellers. But our trains connect much more than just people and places. They're helping us build a greener, more inclusive future for everyone. Join us and you’ll be part of a passionate team that always goes the extra mile.
We are looking for an experienced leader with a strong focus on people management and customer advocacy to join as Station Manager and help build a brilliant Eurostar experience for our customers and colleagues at St Pancras International. As Station Manager, you will be responsible for implementing a coaching strategy that fosters a continuous performance culture, improves customer experience, boosts staff engagement, and provides strong, motivational leadership to our colleagues. This is a critical customer- and colleague-facing role where you will exceed core UK Station metrics. This role is based in St Pancras International and is on-site working on a shift rota basis across 7 days. The salary for this role is £65,400 per annum plus great benefits.
Requirements
- Be a role model people manager at Eurostar with strong demonstration of our values of Bold, Honest and Caring in all you do, ensuring self and team members perform at their best.
- Continue to build an engaged and motivated team by taking ownership of team objectives, Eurostar strategy, customer performance and how you deliver them.
- Line and performance management responsibility for a team of colleagues, and overall leadership and support to the wider station team.
- Develop a culture of pride and collaboration, promoting collaborative working across the station, wider business teams and key stakeholders to deliver outstanding service and improve the travel experience every day for our customers.
- Deliver exceptional customer satisfaction results on relevant key metrics including; NPS, RateNow and Mystery Shopper.
- Develop, motivate, engage and inspire a team of customer-facing team members to ensure they have and demonstrate enthusiasm and accountability to consistently deliver an exceptional customer experience.
- Develop and implement plans that improve the overall station experience and challenge customer-facing team members to exceed customer satisfaction goals.
- Lead colleague briefing sessions to share key updates, delve deeper into specific customer topics, and open authentic two-way dialogue with the team.
- Build strong relationships with all other touchpoints across the business to ensure continuous feedback and turning vision into action.
You’ll need...
- Proven leadership ability and experience of directly line managing teams.
- To demonstrate credible and visible presence to colleagues.
- Proven track record of delivering end-to-end coaching model (plan, prepare, deliver, action).
- Strong written and verbal communication skills that inspire confidence with colleagues and customers.
- Organisational and planning skills.
- Experience in HR policy implementation, handling sickness management, conflict resolution, and coaching development with empathy.
- An approach that blends effective policy implementation with empathy, ensuring fairness while demonstrating strong leadership.
- Strong customer advocacy skills to enhance the travel experience.
- French language skills would be desirable but not essential.
This role is ideal for individuals with a background in retail, hospitality, or airport operations, including Store Managers, Customer Service Managers, Team Leaders, Guest Services Managers, or professionals skilled in people management and delivering exceptional customer service.
Benefits
- Extremely competitive pension scheme.
- Travel benefits that can be used for both work and play including 75% off TFL network from Day 1.
- Free car parking.
- Accommodation at Hilton hotels for early shifts.
- Free Eurostar tickets.
- Discounted Eurostar tickets for friends and family.
- Ongoing training and development.
- Lots of other exclusive deals, discounts, and perks.
A whole new platform for your career - If you think you’ve got what it takes to help us make Eurostar bigger and better than ever before then we’d love to hear from you. At Eurostar we believe in giving everyone an equal chance. We actively encourage applications from talented individuals regardless of sex, race, disability, age, sexual orientation, gender identity, religion or belief, marital status, whether you’re pregnant or on maternity leave. Your individuality is your strength, and we want a diverse team that reflects the world we live in.
Station Manager - M/F/X employer: Eurostar
Contact Detail:
Eurostar Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Station Manager - M/F/X
✨Tip Number 1
Familiarise yourself with Eurostar's values of Bold, Honest, and Caring. During your interactions, whether in interviews or networking, demonstrate how you embody these values in your leadership style and customer advocacy.
✨Tip Number 2
Research the key metrics mentioned in the job description, such as NPS and RateNow. Be prepared to discuss how you've successfully improved similar metrics in your previous roles, showcasing your ability to enhance customer satisfaction.
✨Tip Number 3
Network with current or former Eurostar employees on platforms like LinkedIn. Engaging with them can provide insights into the company culture and expectations, which can be invaluable during your application process.
✨Tip Number 4
Prepare to discuss your experience in coaching and developing teams. Think of specific examples where you've implemented a coaching strategy that led to improved performance and engagement, as this is a critical aspect of the Station Manager role.
We think you need these skills to ace Station Manager - M/F/X
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in people management and customer service. Use specific examples that demonstrate your leadership skills and ability to improve customer satisfaction.
Craft a Compelling Cover Letter: In your cover letter, express your passion for the role and Eurostar's mission. Discuss how your values align with theirs and provide examples of how you've successfully led teams in the past.
Highlight Relevant Skills: Emphasise your strong written and verbal communication skills, as well as your organisational abilities. Mention any experience you have with coaching models and HR policy implementation.
Showcase Your Customer Advocacy: Provide examples of how you've enhanced customer experiences in previous roles. Highlight any metrics or achievements that demonstrate your success in improving customer satisfaction.
How to prepare for a job interview at Eurostar
✨Showcase Your Leadership Skills
As a Station Manager, you'll need to demonstrate strong leadership abilities. Prepare examples from your past experiences where you've successfully managed teams, resolved conflicts, or implemented coaching strategies that improved performance.
✨Emphasise Customer Advocacy
Highlight your commitment to customer satisfaction during the interview. Be ready to discuss specific instances where you went above and beyond to enhance the customer experience, as this role heavily focuses on delivering exceptional service.
✨Demonstrate Your Communication Skills
Effective communication is key in this role. Practice articulating your thoughts clearly and confidently, and be prepared to discuss how you've facilitated open dialogue within your team or with customers in previous positions.
✨Research Eurostar's Values
Familiarise yourself with Eurostar's core values of Bold, Honest, and Caring. Be prepared to explain how you embody these values in your work and how you would instil them within your team as a Station Manager.
