Duty Manager

TfW Business Daily Group; Machynlleth; On-site; GBP 23,000 - 29,000; Full time

Job summary

Transport for Wales is seeking a Duty Manager to lead a station team and deliver a safe, high-quality service across the Gate line, ticket office, platform and cleaning.

You will manage real-time performance, coach staff, and ensure security and fire safety checks while monitoring trains and rostering to cover shifts, including weekends and bank holidays. Welsh language skills are a plus but not essential, and the organisation supports diverse candidates.

Qualifications

• Experience leading a team in a busy, fast-paced environment.
• Strong customer service ethos with a focus on safety and quality.
• Ability to assess safety and operational competence and coach staff.

Responsibilities

• Lead and support station staff to deliver a customer-focused, high-quality service.
• Provide assessment and coaching to staff to optimise performance.
• Carry out facility and security checks, including Fire Precautions and Evacuation checks.
• Track train running via TRUST and other systems.
• Review weekly rosters and adjust to ensure coverage cost-effectively.

Skills

Team leadership

Customer service

Safety awareness

Job description

As an effective Duty Manager, you will lead by example, inspiring your team to deliver exceptional customer service, whilst providing a safe and secure environment.

The Duty Manager is responsible for the management of all station activities including the Gate line, ticket office, platform and cleaning. You will ensure the services provided by the station team meets standards through real time management as well as effectively assessing and coaching performance.

Role responsibilities

• Lead and support stations staff to create a customer focused highly motivated team who are committed to exceeding customer expectations in the delivery of a safe and high-quality service.
• Provide assessment and coaching to staff at the station so that their performance is optimal.
• Ensurefacility and security checks are carried out, including Fire Precautions and Evacuation checks.
• Track train running viaTRUST and other systems.
• Review weekly rosters and make daily amendments to ensure coverage of all job roles in the mostcost-effective way.

Who we're looking for

• Previous experience of managing and developing a team, in a busy fast-paced environment
• Previous Customer Service Experience
• Able to develop/assess safety and operational competence

As a transport operating company, we are there forour customers whenever they need to travel – so flexibility to work shifts, including weekends and bank holidays, is essential.

Welsh Language Skills

While not essential for this role, Welsh language skills would make a great addition to your application.

TfW support anyone who wants to learn Welsh or improve their skills. We offer online learning, classroom courses and funding attendance at local community courses.

We're changing the way the transport industry looks. By celebrating and embracing differences, we're building a workforce that represents Wales. We need talented people from all backgrounds and cultures to bring their perspectives and experiences. Diverse teams make better decisions and drive innovation. Join us in transforming the way Wales travels.

Who we are

Transport for Wales is changing the way Wales travels, making sustainable transport the first choice. We're building a multimodal integrated transport network called the T Network, making it easier for people to travel by train, bus, walking, wheeling and cycling.

We're a Disability Confident Leader. Let us know about any reasonable adjustments you may need in the recruitment process and as part of the role if you are successful.