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- Tasks: Lead a team to ensure smooth operations and excellent customer service at our coach station.
- Company: Join National Express, a leader in transport with a focus on safety and community.
- Benefits: Enjoy free travel, life assurance, a strong pension, and access to health support.
- Why this job: Be at the heart of customer experience and make a real difference every day.
- Qualifications: Strong customer service skills and experience in leading teams are essential.
- Other info: Dynamic role with opportunities for growth and an inclusive workplace culture.
The predicted salary is between 30000 - 40000 £ per year.
Ready to lead a team that keeps our stations safe, smooth and customer focused? National Express is looking for a Duty Manager to help lead the day to day running of our coach station, creating a safe, secure and welcoming environment for our customers and colleagues. If you thrive in fast paced settings, love supporting people and enjoy taking ownership of operational decisions, this role puts you right at the heart of our station experience.
You will coach and motivate our Customer Service Advisors, support the Senior Coach Station Manager and act as the on site leader when required, making sure every shift runs safely, efficiently and with great customer service at its core. This role works 5 days out of 7, including weekends, between 06:15 and 23:00. If successful, you will be invited to an assessment day on 9 April.
What you will do:- Lead the day to day running of the station, ensuring shift plans are efficient and communication flows smoothly.
- Support customers, colleagues, drivers and external partners with confidence and professionalism.
- Manage and support staff in line with National Express policies, including performance, absence and conduct.
- Create an empowered, engaged and inclusive working environment.
- Identify training needs and support development through iLearn and PDRs.
- Support recruitment, induction and training of new Customer Service Advisors.
- Ensure full compliance with FCP, ticketing systems and operational procedures.
- Deliver clear communication through daily briefings, team meetings and one to ones.
- Promote community engagement and support CSAs to get involved.
- Maintain high standards of health, safety and environmental compliance.
- Understand and support delivery of site action plans and KPIs.
- Complete administrative tasks including staff records and financial paperwork.
- Deputise for the Coach Station Manager when required.
- Strong customer service experience in a fast paced environment.
- Experience leading and motivating teams.
- Confidence in managing health and safety responsibilities (IOSH is an advantage).
- Excellent communication skills and the ability to build trust quickly.
- Good stamina and fitness to work in a busy, active environment.
- Ability to work shifts including weekends, bank holidays and Christmas Day.
- Comfortable using Google Apps, Word, Excel and PowerPoint.
- Free bus and coach travel across the National Express network for you.
- Complimentary travel for your nominated person or bus travel for your partner.
- Life assurance and a strong company pension.
- Access to our Employee Assistance Programme.
- A private online GP service for quick, stress free support.
We are building an inclusive workplace that reflects the communities we serve, and we actively welcome applications from everyone. If you need any adjustments during the recruitment process, just let us know.
A quick heads up: if we receive a high number of applications, we may close the advert early. If this role feels like your next step, now is the time to jump in.
At National Express, we are really proud of our health and safety record and as a result, we operate a Drugs and Alcohol Policy which is applicable to all employees. As part of your initial assessment, we will complete Drug and Alcohol testing and you may be subject to random tests during your employment.
Duty Manager in Birmingham employer: National Express Group PLC
Contact Detail:
National Express Group PLC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Duty Manager in Birmingham
✨Tip Number 1
Get to know the company culture! Before your interview, do a bit of research on National Express. Check out their social media and website to understand their values and what they stand for. This will help you connect with the interviewers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Prepare for common interview questions related to leadership and customer service. Think about your past experiences and how they relate to the Duty Manager role. We recommend doing mock interviews with friends or family to build your confidence.
✨Tip Number 3
Show off your people skills! During the interview, highlight your experience in motivating teams and managing customer interactions. Share specific examples where you’ve made a positive impact in a fast-paced environment. This will demonstrate that you’re ready to take ownership of operational decisions.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a great way to reinforce your interest in the position and keep you fresh in their minds. And remember, apply through our website for the best chance!
We think you need these skills to ace Duty Manager in Birmingham
Some tips for your application 🫡
Show Your Leadership Skills: When writing your application, make sure to highlight any experience you have in leading teams. We want to see how you've motivated others and handled operational decisions in fast-paced environments.
Customer Service is Key: Since this role is all about keeping our customers happy, share specific examples of how you've provided excellent customer service in the past. We love hearing about your experiences and how you’ve made a difference!
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language and structure your thoughts well. This will help us understand your qualifications and fit for the Duty Manager role quickly.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at National Express Group PLC
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Duty Manager role. Familiarise yourself with the key responsibilities like leading the team, managing health and safety, and ensuring excellent customer service. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Leadership Skills
As a Duty Manager, you'll be expected to lead and motivate a team. Prepare examples from your past experiences where you've successfully managed a team or resolved conflicts. Highlight your ability to create an inclusive environment and how you've supported staff development in previous roles.
✨Demonstrate Customer Service Excellence
Customer service is at the heart of this role. Be ready to discuss specific instances where you've gone above and beyond for customers. Think about how you can relate these experiences to the fast-paced environment of a coach station, showing that you can handle pressure while maintaining high service standards.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about the company culture, team dynamics, and expectations for the Duty Manager role. This not only shows your interest but also helps you gauge if the company is the right fit for you.