Flagship Duty Station Manager

South Western News UK; London; On-site; GBP 100,000 - 125,000; Full time

Job summary

A prominent railway operator in London is seeking a Customer Service Team Leader to ensure the highest level of service at station operations. You'll lead a diverse team, manage performance, and create a safe environment for passengers. Strong supervisory and customer service experience is essential. This role involves working shifts including early, late, and overnight hours. A competitive salary and various perks are offered, including free travel on services.

Benefits

Free duty and leisure travel on services

75% discount on many other train operating companies

Full training and support with development

Excellent pension scheme

Qualifications

• Extensive experience in a customer service industry.
• Passion for delivering the highest level of customer service.
• Applicants requiring a visa must have at least 6 months remaining at the time of appointment.

Responsibilities

• Assist in the management of train running performance.
• Monitor staffing levels to maximize customer service.
• Maintain a safe environment for all customers.
• Provide coaching and training for customer service employees.
• Manage leased property to ensure it's safe and fit for purpose.
• Brief staff on activities affecting their responsibilities.

Skills

Supervisory experience

Strong leadership ability

Customer service

Ability to deal with changing priorities

Job description

Overview

South Western Railway (SWR) operates over 1,500 services each weekday and employs more than 5,000 people. We provide mobility across South West London, southern counties of England, and the Isle of Wight. Join our team to help us bring people together to get the most out of life.

About the job:

Do you have a passion for delivering the highest level of customer service? Could you help ensure that journeys for thousands of customers are safe and enjoyable? Could you lead, develop and motivate a diverse team of customer service employees? Then this could be the role for you.

This role will deliver the Customer Service objectives in relation to Station Operations on a day-to-day basis through the Customer Service team at the station while ensuring that all staff demonstrate SWR values and behaviours in service delivery.

To take the lead in all activities relating to the day-to-day running of the station while on duty and lead the station team in all aspects of customer service delivery. Deputise for the Customer Service management Team as necessary.

Your main responsibilities

• Assist in the management of train running performance at your station/s and take action to minimise disruption and delay.
• Monitor staffing levels at your station/s to ensure obligations are met and opportunities to increase customer service are maximised.
• Monitor and maintain a safe environment for customers, contractors, the general public and employees of all companies using the premises.
• Provide information, direction coaching and training for all employees in the customer service department.
• Carry out relevant aspects of people processes as required.
• Manage our leased property to ensure that it is well maintained, safe and fit for purpose.
• Ensure all staff are regularly briefed on all activities that affect their area of responsibility.
• Carry out the requirements of the on-call service as necessary.

As a minimum, you will need to have

• Supervisory experience
• Extensive experience of working within a customer service industry
• Ability to deal with changing priorities
• Strong leadership ability
• A passion for delivering the highest level of customer service
• Applicants requiring a visa must have at least 6 months remaining at the time of appointment.

About the location

London Waterloo station, located in the heart of the UK, is accessible by public transport. It is within walking distance of major attractions and offers connections to diverse dining and entertainment options.

Working pattern

Working an average of 37 hours a week over any 5 days out of 7. Shifts include early, late and overnight working.

Typical shifts include: 0700 - 1500, 1400 - 2200, 2200 - 0700, 0700 - 1900, 1900 - 0700.

The Reward

In return we offer a competitive salary and a variety of valuable benefits, including:

• Free duty and leisure travel on SWR services for employees
• Free leisure travel for spouse/partner and dependants (criteria dependent)
• 75% discount on many other train operating companies
• Full training and support with development
• Excellent pension scheme

We all belong at SWR. Our vision is to provide an inclusive environment for all colleagues, ensuring equal opportunity to access meaningful employment. We value diversity and maintain zero tolerance towards prejudice. If you require additional support to complete your application due to a disability or neurodivergent condition, please contact our support resources for more information.