At a Glance
- Tasks: Lead the station, enhance customer journeys, and drive service improvements.
- Company: Join Northern, the heartbeat of the North, connecting communities.
- Benefits: Unlimited free travel, generous pension, and exclusive discounts.
- Other info: Opportunities for training, career development, and recognition.
- Why this job: Make a positive impact on customers and lead dynamic teams.
- Qualifications: Strong communication skills and a passion for excellent customer service.
The predicted salary is between 45428 - 45428 € per year.
Business Function: Customer & Commercial - Stations
Salary: £45,428 + On Call Allowance
Grade: ML1 SB3
Role Type: Customer Service
Location: Newcastle
Hours: Full Time
About the role
Take the lead, own the station and shape the customer journey. As a Station Manager you will lead teams, drive continuous improvement, manage safety and service delivery, and meet revenue and cost targets.
Key responsibilities
- Development and implementation of processes and action plans based on trend analysis
- Driving improvements to the customer experience and service delivery at stations including safety, security, cleanliness, accessibility, information & communication
- Managing internal and external relationships to meet key performance indicators
- Meeting revenue and cost targets while identifying opportunities to increase revenue and reduce costs
About you
You will be someone who relishes the opportunity to make a positive difference to customers and station teams. You will need to excel in the following areas:
- A desire to deliver excellent customer service
- Strong communication skills, an effective communicator at all levels
- Ability to manage stakeholder expectations
- Excellent people management skills
- Proven organisational and time management skills
- Willingness to obtain or work toward assessor qualifications
- Sound understanding of HR and safety policy implementation
- A full, current driving licence
The successful candidate should also possess dispatch competency or be willing to work toward obtaining it.
Benefits
- Unlimited free travel for you, your partner, and your dependents on Northern services; up to 75% discount on other UK and Europe networks
- Generous pension scheme – 1.5× company topping up of contributions
- Enhanced family benefits – 9 months full pay maternity leave; 2 weeks full pay paternity leave
- Cycle to Work scheme – save up to 42% on a bike and spread the cost
- Electric Car scheme – lease a brand new electric or plug‑in hybrid car
- Exclusive discounts across shopping, wellbeing, and more via Northern Perks
- Employee Assistance Programme – 24/7 support for family, lifestyle, and more
- Training and career development pathways and recognition through awards
Why Northern
We are the heartbeat of the North – connecting communities and driving sustainable growth. With over 2,600 trains a day, we improve rail travel and protect the environment. We celebrate 200 years of modern railway and, as Great British Rail takes shape, we invite you to play your part in our journey.
A place for everyone
We are a Level 2 Disability Confident employer and commit to fair, unbiased selection. All successful offers are subject to a DBS check and a medical assessment. If you meet the minimum criteria for the role, we will offer an interview and can accommodate reasonable adjustments throughout the process.
Station Manager employer: Northern
Northern is an exceptional employer, offering a vibrant work culture that prioritises customer service and employee development. As a Station Manager in Newcastle, you will benefit from unlimited free travel for you and your family, a generous pension scheme, and extensive training opportunities, all while playing a vital role in enhancing the customer journey and contributing to sustainable growth in the region.
StudySmarter Expert Advice🤫
We think this is how you could land Station Manager
✨Tip Number 1
Network like a pro! Reach out to current or former Station Managers on LinkedIn and ask them about their experiences. A friendly chat can give you insider info and maybe even a referral!
✨Tip Number 2
Prepare for the interview by practising common questions related to customer service and team management. We recommend role-playing with a friend to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your passion for customer service during interviews. Share specific examples of how you've improved customer experiences in the past – it’ll make you stand out as a candidate who truly cares!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed, and you’ll be one step closer to joining us in making a positive difference at the stations.
We think you need these skills to ace Station Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Station Manager role. Highlight your experience in customer service and team leadership, as these are key aspects of the job. We want to see how you can make a positive difference!
Showcase Your Skills:Don’t just list your skills; demonstrate them! Use specific examples from your past experiences that show your strong communication and people management abilities. We love seeing how you’ve driven improvements in customer experience before.
Be Clear and Concise:Keep your application clear and to the point. Avoid jargon and ensure your passion for delivering excellent customer service shines through. We appreciate straightforward communication, so let’s keep it simple!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role right there!
How to prepare for a job interview at Northern
✨Know Your Station Inside Out
Before the interview, make sure you research the station's current performance metrics and customer feedback. Understanding the specific challenges and successes of the station will help you demonstrate your ability to drive improvements and enhance the customer experience.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in the past. Think about situations where you improved service delivery or managed stakeholder expectations. Be ready to discuss your approach to people management and how you motivate your team to achieve targets.
✨Communicate Clearly and Confidently
As a Station Manager, strong communication is key. Practice articulating your thoughts clearly and confidently. Use the STAR method (Situation, Task, Action, Result) to structure your responses, especially when discussing your experience with customer service and safety policies.
✨Demonstrate Your Commitment to Continuous Improvement
Be prepared to talk about how you’ve implemented processes based on trend analysis in previous roles. Highlight any specific initiatives you've led that resulted in increased revenue or reduced costs, showing your proactive approach to driving success in the station environment.
