Flagship Station Manager Woking

South Western News UK; Woking; On-site; GBP 42,000 - 64,000; Full time

Benefits offered by this job

Free duty and leisure travel on SWR

Free leisure travel for spouse/partner

75% discount on other train companies

Full training and development

Excellent pension

Job summary

South Western Railway in the UK is seeking a Duty Station Manager to lead a team across multiple stations, delivering excellent customer service, safety and train running performance. You will manage budgets, recruit and coach staff, and ensure adherence to our Vision, Values and Behaviours.

The role requires leadership experience in a relevant customer service setting, sound rostering knowledge, and a strong commitment to safety. Average 37 hours per week, 5 days, with potential weekend work.

Qualifications

• Background in customer service industry with leadership experience.
• Staff rostering and rostering costs understood.
• Experience in trust/security, cash handling or related duties is desirable.
• Proven leadership and coaching skills essential.
• Ability to influence behaviours in customer service and safety.
• Good education level, ideally higher education or equivalent.
• Ability to lead teams while managing multiple tasks.
• Strong written and verbal communication skills.
• Familiarity with relevant products, policies and services desirable.
• Knowledge of railway safety standards is looked for.

Responsibilities

• Inspire and empower a team of Duty Station Managers to deliver customer service, safety and train performance.
• Manage budgets and seek savings while maintaining safe station operations.
• Deliver reliable customer experience through improved train performance and customer feedback.
• Collaborate with internal and external stakeholders to optimise station environments.
• Oversee retailing activities and protect revenues at stations.
• Work with Revenue Protection to minimise ticketless travel and ensure compliance.
• Act as a role model for customer service and health and safety.
• Develop and execute local area strategy for each location.

Skills

Customer service leadership

Staff rostering

Budget management

Safety compliance

Stakeholder management

Education

Higher education level preferred

Job description

Who are we?

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.

About the job

Develop and lead a team of Duty Station Managers to deliver excellence in customer service, safety, train running performance, station retailing and on board train presentation at your stations. Maximise efficiency at your locations through effective budget management and ensure that all staff under your control recognise and actively display the South Western Railway, Vision, Values and Behaviours.

• Inspire and empower your team of Duty Station Managers to deliver and where appropriate challenge local working practices and staff performance to achieve optimal results.
• Through providing the relevant support, training and resources, and by recruiting the best people, ensure that all staff at your locations adopt The South Western Railway Vision, Values and Behaviours.
• Provide of a safe environment at all times for customers, staff, tenants and contractors at your stations and ensure that all staff under your control are competent to carry out their duties in a safe and efficient manner
• Meet and where possible make savings against your annual budget through effective management of basic and enhanced pay whilst maintaining a safe and efficient station operation.
• Motivate your team to deliver a reliable customer experience measured through continual improvements to train running performance, National Passenger Survey satisfaction scores and other customer feedback channels.
• Work closely with key internal and external stakeholders to create the best possible environment at your stations for staff and customers
• Deliver effective management of all retailing activities at your stations, ensuring the security of all South Western Railwaymonies and revenue at all times.
• Work closely with the local Revenue Protection Manager to ensure that ticketless and fraudulent travel is minimised and the Revenue Protection strategy is adhered to at your stations.
• Undertake additional duties as required by the Regional Manager
• Act as a positive role model at all times in all matters relating to Customer Service and Health and Safety.
• Works directly with the Regional Manager to help create the local area strategy
• Completely owns the delivery of the local area strategy at their locations, adapting it where appropriate to best suit the needs of their stations.
• Holds the freedom to make local change and challenge current business practice in all aspects of the role whilst working within set safety guidelines.
• Makes decisions that effect their own locations but defers to the Regional Manager for advice and authority where needed
• Makes decisions using formalised company processes (using the South Western RailwayAttendance Procedure and disciplinary sanctions)
• As delegated by the Regional Manager (for example when on call) will make tactical decisions on behalf of the Area
• This role is responsible for the development and safe execution of any plan for special events that may impact on their stations. (Not applicable to all)

Specific Experience, Knowledge and Qualifications

• Whilst a background in station management is desirable, the post holder must have proven experience in a relevant customer service industry
• An understanding of staffing costs and rostering is highly desirable
• Must have a proven experience of being in a position of trust, potentially around security, key holding and cash handling.
• Proven experience in demonstrating leadership and coaching skills is essential.
• A proven ability to change behaviours around customer service and safety is desirable
• Must have a good standard of education, preferably to a higher education standard eg. A-Level, college or equivalent.
• Proven ability to lead and inspire teams of people whilst managing multiple tasks
• Proven written and verbal communication skills are essential
• On application for the role, a good understanding of relevant products, policies and services is desirable. This is essential once in post.
• A good understanding of railway safety standards is looked for.

Working pattern

Average of 37 hours per week.

Working 5 days a week, which may cover weekends.

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 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.

If you require additionalsupport 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.

https://exceptionalindividuals.com/neurodiversity/

https://www.healthassured.org/blog/neurodiversity/