Station Operations Manager – Customer & Safety (12m)

FirstGroup plc; Newbury; On-site; GBP 42,000 - 54,000; Full time

Job summary

GWR is seeking a Duty Station Manager for a fixed-term 12-month contract, based at Newbury Station. You will lead a large customer service team across Thames Valley stations to ensure safe, efficient operations and high-quality customer service.

The role requires shift work, weekend coverage during events, and close collaboration with contractors to maintain safety, cleanliness and information services for passengers.

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
• Strong computer literacy skills (MS Word, Excel)

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.

Skills

Communication

Lateral thinking

Analytical

Flexible approach

Adaptable

Kennet and Thames Valley area

Tools

MS Word

Excel

Job description

GWR is seeking a Duty Station Manager for a fixed-term 12-month contract, based at Newbury Station. You will lead a large customer service team across Thames Valley stations to ensure safe, efficient operations and high-quality customer service.

The role requires shift work, weekend coverage during events, and close collaboration with contractors to maintain safety, cleanliness and information services for passengers.