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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 impact every day.
- Qualifications: Strong customer service skills and experience in leading teams are essential.
- Other info: Flexible shifts, inclusive culture, and opportunities for personal growth await you.
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.
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.
What you will bring:
- 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.
What you get for bringing your best:
- 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.
Things to Note... 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 employer: National Express
Contact Detail:
National Express Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Duty Manager
✨Tip Number 1
Get to know the company culture! Before your interview, check out National Express's social media and website. Understanding their values will help you connect with the team and show that you're genuinely interested in being part of their mission.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of the mirror. Focus on how your experience aligns with leading teams and delivering excellent customer service, just like they’re looking for in a Duty Manager.
✨Tip Number 3
Be ready to showcase your leadership skills! Think of examples where you've motivated a team or handled a tough situation. This is your chance to shine and demonstrate that you can keep things running smoothly at the station.
✨Tip Number 4
Don’t forget to follow up! After your assessment day, send a quick thank-you email to express your appreciation for the opportunity. It shows professionalism and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Duty Manager
Some tips for your application 🫡
Show Your Leadership Skills: In 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.
Emphasise Customer Service Experience: Since this role is all about keeping our customers happy, share specific examples of how you've provided excellent customer service. We love hearing about your successes in creating a welcoming environment!
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language and structure your thoughts well. We appreciate applications that are easy to read and get straight to the point.
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!
How to prepare for a job interview at National Express
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Duty Manager role at National Express. Familiarise yourself with their operations, customer service standards, and health and safety policies. This will help you demonstrate your knowledge and show that you're genuinely interested in the position.
✨Showcase Your Leadership Skills
As a Duty Manager, you'll be leading a team, so it's crucial to highlight your leadership experience. Prepare examples of how you've motivated teams in the past, handled conflicts, or improved performance. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
✨Emphasise Customer Service Excellence
Customer service is at the heart of this role, so be ready to discuss your approach to providing exceptional service. Think of specific instances where you went above and beyond for customers, and how you would instil that same ethos in your team.
✨Prepare Questions to Ask
Interviews are a two-way street, so prepare thoughtful questions to ask your interviewers. Inquire about the team dynamics, training opportunities, or how success is measured in the role. This shows your enthusiasm and helps you gauge if the company culture aligns with your values.