General Manager

FirstGroup; Preston; On-site; GBP 60,000 - 80,000; Full time

Job summary

A new rail service provider in Preston is seeking a General Manager to lead the launch of innovative transport services. The role requires an inspiring operational leader passionate about customer service and safety. Key responsibilities include managing teams, ensuring compliance, and delivering high-quality service. Ideal candidates will have experience in rail operations and a commitment to continuous improvement.

Benefits

Defined Contribution pension scheme

Comprehensive training

Inclusive environment

Diversity and flexible working options

Qualifications

• Proven experience in managing teams and driving performance.
• Strong understanding of safety frameworks and compliance.
• Ability to oversee training and coaching effectively.

Responsibilities

• Lead the launch of a new operational service.
• Ensure compliance with operational standards.
• Manage training and incident investigations.

Skills

Operational leadership

Customer service excellence

Compliance with industry standards

Strong communication

Digital engagement

Education

Experience in rail operations

Job description

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First Rail Stirling is a brand-new enterprise and start-up rail operator that will run an exciting long-haul train service crossing the entire country. The service will run from London to Stirling, reuniting Stirling with a direct service to the West Coast of England during the day.

We are transforming the way people think about train travel, empowering our team from different backgrounds to make it a great experience for our customers. Together, we will revalue rail as a very special way to travel – relaxing, fast, efficient, and sustainable.

First Rail Stirling, operating under Lumo, is part of FirstGroup, the largest rail operator in the UK and second largest bus operator in the UK outside London. FirstGroup operates services throughout the UK and Ireland, with over 30,000 employees providing services that make travel smoother and life easier. FirstGroup works hard to reduce its impact on the environment, introducing cleaner and more environmentally responsible methods of transport.

About the role

We are recruiting a General Manager. Our General Manager will play a vital part in the launch of a new innovative Open Access Service.

You will champion fresh thinking and innovative approaches to delivering exceptional passenger transport, setting new standards for the industry.

As the leader of our Customer Drivers and Customer Ambassadors, you'll embody and promote Lumo's values and behaviours. Your focus will be on delivering consistent, high-quality service in line with national and company standards, whether statutory, legislative, or commercial. You will bring a strong commitment to safety and operational excellence, a natural ability to inspire others, and a deep pride in delivering customer experiences that exceed expectations, performance, and the welfare of your team.

About you:

• You're an experienced and inspiring operational leader with a passion for delivering excellence in customer service and rail safety. You thrive in a fast-paced, change-driven environment and are confident managing teams, driving performance, and ensuring compliance with industry standards.
• You bring strong leadership skills, with proven experience in setting expectations, developing teams, and aligning behaviours to strategic goals. You're a natural coach and mentor who supports team development, manages performance consistently, and fosters a culture of accountability, safety, and customer-first thinking.
• With a solid understanding of rail operations, including traction, route knowledge, and safety frameworks, you ensure full compliance with all relevant rules, regulations, and operational standards. You're confident overseeing training, safety briefings, and incident investigations, applying best practices and industry codes to enhance performance and minimise risk.
• You're digitally confident and able to drive engagement with core systems and technology, enabling smarter working and better service outcomes. You're also a skilled communicator, capable of delivering timely advice and updates to internal stakeholders, managing incidents effectively, and representing your team at a senior level.
• You'll be comfortable deputising for senior leadership when required, participating in the On-Call rota, and taking responsibility for decisions that impact safety, service continuity, and customer experience. Above all, you lead by example, committed to continuous improvement, operational excellence, and delighting customers every day.
• You'll be confident in reporting to the senior leadership team on Key Performance Metrics where required, supporting the continuous improvement areas you'll be championing across the business.

You'll need to:

• Maintain and oversee the Operations Standards Manual, ensuring it remains current, accessible, and aligned with company and industry standards.
• Act as the Designated Competent Person (DCP) for accidents and investigations, leading thorough inquiries, root cause analysis, and the implementation of corrective actions.
• Ensure full compliance with Rules and Regulations, including their interpretation, application, and communication to relevant colleagues across the business.
• Manage and uphold the Terms and Conditions for Customer Drivers, supporting consistent application and engagement across the team.
• Lead on Internal Quality Assurance activities to ensure training, assessment, and operational practices meet required standards and are consistently applied.
• Deliver and oversee training and assessments in line with A1 Assessor qualifications, ensuring all colleagues meet competence standards.
• Serve as a qualified TOLO (Train Operations Liaison Officer), supporting operational delivery and coordination.
• Manage the process and analysis of ODTR downloads, using data to monitor performance, identify trends, and support safety and service improvement.
• Oversee and maintain competency for Customer Experience Ambassadors, ensuring ongoing compliance and readiness.
• Communicate clearly and effectively, both verbally and in writing, with the ability to analyse and present reports and information to varied audiences.
• Demonstrate strong leadership, with the ability to inspire and motivate colleagues at all levels, fostering a culture of high performance and continuous improvement.
• Provide coaching and guidance to colleagues, enabling them to meet and exceed the expectations of their roles.
• Produce timely and accurate reports to support operational decision-making and performance tracking.
• Utilise a high level of IT literacy to engage with digital platforms, training systems, performance data, and communications tools effectively.

About the location

You will be based at our Preston office with regular travel throughout our network.

The Reward

As well as a great team environment and comprehensive training, all Lumo-Stirling colleagues enjoy a range of benefits including a Defined Contribution pension scheme. Awards and benefits are available after 6 months in the role.

We all belong at Lumo Stirling. FirstGroup's 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.