Duty Manager (0831)

Transport for Wales; Machynlleth; On-site; GBP 32,000 - 42,000; Full time

Job summary

Transport for Wales is seeking a Duty Manager to lead station teams and uphold safe, high-quality service across its network. You will guide staff, monitor security checks, and ensure smooth operation of rail services while maintaining exceptional customer care.

The role requires flexibility for shift patterns, including weekends and bank holidays. Welsh language skills are beneficial but not essential; training and development opportunities are provided.

Qualifications

• Experience managing and developing a team in a busy environment.
• Customer service experience is required.
• Ability to assess safety and operational competence.
• Proficient IT user.

Responsibilities

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

Skills

Team leadership

Customer service

IT literacy

Safety awareness

Job description

The Role

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.

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.
• Ensure facility and security checks are carried out, including Fire Precautions and Evacuation checks.
• Track train running via TRUST and other systems.
• Review weekly rosters and make daily amendments to ensure coverage of all job roles in the most cost-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
• Be a confident IT user

As a transport operating company, we are there for our 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.

Equal Opportunities

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.

Next steps

This advert will close at 23:59 on the day of the application closing date stated above. However, we reserve the right to close this vacancy early if we receive enough applications.

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.