Duty Station Manager

Chiltern Railways

Banbury

On-site

GBP 37,800 - 46,200

Full time

14 days+

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Job summary

A leading rail transportation company in Banbury seeks a Duty Station Manager to oversee operations, ensuring excellent customer service and compliance with safety standards. The ideal candidate is proactive, possesses strong management skills, and can work unsociable hours. This full-time role demands a recognised management qualification and experience in a fast-paced environment.

Qualifications

Experience in managing people effectively.
Ability to work under pressure and maintain calm.
Proactive in adapting to evolving environments.

Responsibilities

Support delivery of Station Management Team objectives.
Ensure high standards of customer service.
Supervise station teams and ensure compliance with policies.

Skills

Operational safety critical requirement

Ability to influence others

Good communication skills

Experience in fast-paced environments

Customer service excellence

Education

Recognised Management Qualification

Tools

Microsoft Word

Microsoft Excel

Job description

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Base pay range

Role: Duty Station Manager - Banbury

Contract Type: Permanent

Location: Banbury Station - You must have the ability to work unsociable hours including late nights and weekends between the hours of 05:30 - 00:30.

Salary: £42,000 per annum

Job Purpose

To support delivery of the Station Management Team requirements, deputising for the Area Manager to ensure high levels of customer standards are achieved. To supervise station teams of varying disciplines based across a wide geographic area.

To be operationally competent for appropriate safety critical duties.

Ensuring the highest standards of customer service, achievement of revenue targets and delivery of operational excellence through all station retail activities in an effective and efficient manner.

This role supports the delivery of the station HSSE objectives. To ensure that job specific activities do not introduce unacceptable business and safety risk to any aspect of the Company’s operation, and that the appropriate policies and procedures are implemented and adhered to, ensuring that all such activities comply with the relevant sections of the Safety Case and the current Safety Plan.

Key Accountabilities

Operationally competent for safety critical station standards
Competent Assessor qualified and lead the overall dispatch assessment plan and responsible for dispatch assessments across the route
Work in collaboration across the business to achieve station KPI’s and improve overall performance targets including Service Quality
Be the local responsible manager during engineering blocks and special events ensuring weekend requirements are managed locally, working in collaboration with the Special Events Manager
Support implementation of the station specific HSSE risk assessments, controlled station procedures and working in collaboration with HSSE to ensure all documentation is completed to the required standard
Ensure delivery of all day-to-day station retailing and audit activities across a group of stations ensuring the operation of ticket offices and gatelines are conducted in accordance with all company guidelines and procedures and meets all customer commitments
Support delivery of an effective team of frontline staff that delivers the highest standards of customer service and retail presentation by effective management of performance, welfare and development of all staff within the team including delivery of briefings and customer service training
To investigate accidents and incidents occurring on the station in a timely manner complying with all safety processes
To support delivery of the employee engagement action plans and drive frontline engagement
To oversee station activities/areas and provide support to the station team. Take ownership of station presentation/experience and ensure high levels of customer standards are maintained at all times
To always ensure the safety and security of staff and customers on stations
Act as a deputy for the Area Managers with roaming requirements across stations within reasonable geographical areas, includes rostered arrangements
To provide out of hours on call coverage as directed by the appropriate roster

Personal Specification

Meets the operational safety critical requirement
Ability to work unsociable hours including late nights and weekends
Experience of working in a fast paced environment with regular changing priorities
Experience of using office programmes for the purposes of writing reports (word) and measuring statistical performance (excel)
The ability to influence others at a senior level and front line staff
Good communication and interpersonal skills
Able to assess different situations and act accordingly
Able to work in a calm and efficient manner under pressure
Passionate about providing excellent customer service
Able to challenge and manage conflict and contentious issues
A good level of understanding of HSSE processes, maintaining and following procedures
Ability to think of innovative solutions
Proactive and responsive to constant change
Adhere to Company Policies and Procedures
Demonstrate high standards of behaviour and attitude
Self‑motivated and enthusiastic worker
Motivated to accept and comply with high standards and instructions
Recognised Management Qualification
A good understanding of Railway operations
Knowledgeable with HSSE station procedures
Understanding of Rail Geography
Experience of managing people