Station Operations Leader — 24/7 Safety & Customer Service

Great Western Railway (GWR); Newbury; On-site; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Free rail travel for you and family

Defined benefit pension

Company-sponsored health care plan

Discounted shopping

Gym membership

Employee assistance programme

Job summary

GWR is seeking a station leadership role to head the daily operations across multiple Thames Valley stations, with responsibility for safe, efficient service delivery and top-tier customer experience. The role involves managing a large frontline team, coordinating contractors, and ensuring punctuality and safety during high-demand periods.

You will work within an expanding rail network, supporting events and upgrades, with shift patterns including early, late and weekend work to support 24/7

Qualifications

• Experience of managing a large customer service team
• Experience of successfully creating and delivering customer service initiatives
• A successful track record of dealing with complex customer issues
• Experience of managing station operations
• Experience of delivering performance related targets
• Experience of managing delay budgets and industry performance budgets

Responsibilities

• Providing minute-by-minute management of the 17 Thames Valley Stations, including ticket office, concourse, customer information desks, information and customer service, gateline, train dispatch and train/station cleaning
• Accountable for the safe and efficient operation of the station on a shift basis
• Ensuring the highest levels of customer service and safety are provided by all colleagues
• Managing contractors working on the station
• Monitoring the delivery of station environmental quality, safety, maintenance, cleaning and customer service standards and performance, taking action where necessary to achieve required standards, ensuring a clear focus on attention to detail
• Working to improve punctuality and providing delay information to the appropriate systems.
• Creating a culture where customer service is recognised, and customer expectations are exceeded.
• Managing events, ensuring the safety of customers and staff at Newbury Racecourse Station and Reading Green Park Station on race days and match days.

Job description

GWR is seeking a station leadership role to head the daily operations across multiple Thames Valley stations, with responsibility for safe, efficient service delivery and top-tier customer experience. The role involves managing a large frontline team, coordinating contractors, and ensuring punctuality and safety during high-demand periods.

You will work within an expanding rail network, supporting events and upgrades, with shift patterns including early, late and weekend work to support 24/7