Passenger Assistance Manager

Network Rail; Greater London; Hybrid; GBP 29,000 - 36,000; Full time

Benefits offered by this job

Generous annual leave

Defined benefit pension

Rail/underground season-ticket subsidy

Flexible/hybrid working

Travel loan

Job summary

Network Rail High Speed Ltd. is responsible for operating and maintaining the UK's only international high-speed railway. The role oversees passenger assistance across St Pancras International and NRHS stations, focusing on accessibility and exceptional customer service.

You will lead a passionate team, manage relationships with frontline staff, regulators, and industry bodies, and drive continuous improvements to ensure an inclusive travel experience for all passengers.

Qualifications

• Strong customer service skills with diversity and inclusion awareness.
• Experience in leading, managing and developing people.
• Excellent organisational and planning skills.
• Understanding of customer needs and requirements.
• Demonstrated decision-making abilities and assertiveness.
• General understanding of business improvement processes.
• Knowledge of the Equality Act and rail industry diversity policies.
• Overall understanding of railway industry structure and responsibilities.

Responsibilities

• Lead passenger assistance improvement initiatives and projects.
• Collaborate with station teams, operators and partners to enhance accessibility.
• Analyse performance data, trends and feedback to identify improvement opportunities.
• Support operational teams and shape the passenger experience across NRHS stations.

Skills

Customer service

People leadership

Organisational skills

Understanding customer needs

Decision making

Business process improvement

Equality Act & inclusion knowledge

Railway industry awareness

Job description

Network Rail High Speed Ltd. (NRHS) is responsible for operating and maintaining the UK's only international high-speed railway (HS1) owned by London St. Pancras Highspeed.

The 109km London St. Pancras Highspeed infrastructure consists of a diverse range of railway assets such as the track, signalling, overhead line, lineside buildings, depots, viaducts and long tunnels. NRHS is also responsible for operating and maintaining three international stations; St Pancras, Stratford International, and Ebbsfleet International.

As a wholly owned subsidiary of Network Rail Infrastructure Ltd, NRHS is privately financed under an agreement with our client London St. Pancras Highspeed, undertaking a diverse range of activities from railway infrastructure maintenance and operations - through to station facilities management and retail on behalf of our client.

Our Vision - to deliver the best High Speed rail customer experience.

https://www.networkrail.co.uk/running-the-railway/our-routes/network-rail-high-speed/

Our passengers and freight users are at the heart of everything we do. We help connect people to their friends and families and get goods to their destination safely and efficiently. We're an organisation where people matter. When you're part of our team, you matter to us and you matter to millions..

Duration: permanent role which is based in St Pancras International Station

Band 4A - salary: £29,394 - £35,804 plus inner London allowance of £3,270

Contact: If you require further information on the role, please contact Louise Duncan via email [e-mail]

In addition to the above, we can offer you a rewarding career with excellent benefits, including:

• Generous annual leave (28 days plus statutory days) with the option to buy/sell days.
• Defined benefit pension scheme.75% subsidy on rail and underground season tickets.
• Up to 75% off leisure travel.
• Interest-free travel loan for train and car park season tickets.
• Discounts at some stations with your Network Rail pass
• Flexible/hybrid working arrangements
• Volunteer leave to make a positive impact
• Healthcare scheme, GymPass discounts, cycle to work scheme - plus more
• We offer generous maternity, paternity and adoption leave to support our employees during¿significant life moments
  

About the role

What does the average day look like?

No two days are the same in this role. One day you could be working with train operating companies and station teams to enhance the passenger assistance experience, and the next you could be leading the implementation of a new process or technology designed to improve accessibility for our customers.

You will work closely with a wide range of stakeholders, building strong relationships to ensure passengers receive a seamless and consistent experience when travelling through our stations. The role involves analysing passenger assistance performance, reviewing trends and data, investigating customer feedback and complaints, and identifying opportunities to continuously improve the service we provide.

Whether you're leading improvement initiatives, supporting operational teams, or helping shape the future of passenger assistance across our network, you'll play a key role in ensuring our passengers are at the heart of everything we do.

A little bit about the team..

You'll be joining a passionate customer-focused station team dedicated to delivering an exceptional experience for everyone who travels through our stations.

Although the role is primarily based at St Pancras International, the Passenger Assistance Manager is responsible for supporting passenger assistance across all three Network Rail High Speed stations. Working closely with frontline teams, partners and stakeholders, we strive to create an accessible, welcoming and inclusive environment for all passengers.

We are a collaborative team that is committed to continuous improvement, always looking for new ways to enhance the customer experience and make a positive difference to those who need our support the most.

Who are we looking for?

We're looking for someone with a genuine passion for passenger assistance and accessibility, who is committed to putting passengers first and delivering outstanding customer experiences.

The successful candidate will be a confident communicator who can build effective relationships with a wide range of stakeholders, from frontline teams delivering passenger assistance on the ground through to industry partners, regulators and organisations such as the Office of Rail and Road (ORR).

You'll be proactive, approachable and solutions-focused, with a positive, can-do attitude and a drive to continuously improve services. You'll also be comfortable working with data and performance information, using insights and trends to inform decisions and identify opportunities to enhance the passenger assistance experience.

Most importantly, you'll care about making a meaningful difference to our passengers and helping ensure everyone can travel with confidence.

Next Steps

CV shortlisting will take place after the advert closes.

Early applications are encouraged, as we may close the advert early due to high application volumes.

We're committed to creating a diverse, inclusive workplace that reflects the communities we serve. To discover more about our ED&I commitments click here. We value flexibility and understand the importance of a healthy work-life balance. As a Disability Confident Leader, we'll do everything we can to accommodate any needs throughout the recruitment process.

Safe behaviour is a requirement of working for Network Rail. Applicants should be able to demonstrate their awareness of our safety vision.

Your experience and skills

Who are we looking for?

Essential skills

• Strong customer service skills including Diversity and Inclusion awareness
• Successful experience of leading, managing and developing people
• Ability to demonstrate excellent organisational and planning skills
• Understanding of customer needs and requirements
• Ability to demonstrate decision making skills, assertiveness
• General understanding of business improvement processes
• Understanding of legislation such as the Equality Act and Network Rails Diversity and inclusion policies
• General understanding of railway industry structure and responsibility