Flagship Duty Station Manager

South Western Railway; Portsmouth; On-site; GBP 60,000 - 80,000; Full time

Job summary

A prominent railway service provider in Portsmouth is seeking a dedicated individual to lead the Customer Service team. This role involves managing day-to-day station operations, ensuring customer satisfaction, and providing guidance to staff. Successful candidates will have supervisory experience, a strong background in customer service, and the ability to thrive in a dynamic environment. Benefits include free travel and a comprehensive training program. Join us and help enhance the travel experience for our customers.

Benefits

Free duty and leisure travel on services for employee

Free leisure travel for spouse/partner and dependants

75% discount on many other train operating companies

Full training and support with development

Excellent pension scheme

Qualifications

• Supervisory experience in a customer service role.
• Ability to handle changing priorities effectively.
• Strong leadership capabilities to motivate a diverse team.

Responsibilities

• Assist in managing train performance and minimize disruptions.
• Monitor staffing levels to maximize customer service.
• Provide training and support to customer service employees.

Skills

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

Job description

Do you have a passion for delivering the highest level of customer service? Could you help to ensure that journeys for thousands of customers for work, leisure, and special events 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 require you to deliver the Customer Service objectives in relation to Station Operations on a day‑to‑day basis through the Customer Service team at the station whilst also ensuring that all staff under your control recognise and actively display the South Western Railway’s values and behaviours in their service delivery. To take the lead in all activities relating to the day‑to‑day running of the station whilst 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 will be:

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 that our 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.

We all belong at SWR. Our vision is to provide an inclusive environment for all colleagues, across its group of businesses, ensuring all candidates have an equal opportunity to access meaningful employment. We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent. We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive. We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details. If you require additional support to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.

Qualifications

• 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.

Please note that if successful you will be required to pass a medical assessment that includes vision and hearing testing as this is a safety critical role.

South Western Railway (SWR) operates over 1,500 services each weekday across the network and employs more than 5,000 people. We provide easy and convenient mobility, connecting people and communities in South West London, southern counties of England and the Isle of Wight.

Join our team and help us continue to bring people together to get the most out of life.

Working an average of 37 hours a week over 5 days. Range of early and late shifts including weekends and bank holidays. Early 0630‑1400. Late 1400‑2030. Weekends are worked 1 in 3 weeks 0800‑1800.

Benefits

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