Senior Station Manager: Customer Experience & Safety

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

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.