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Flagship Duty Station Manager

Salary: £42,051

Who are we?

GWR is the proud custodian of Brunel's railway - one of the most prestigious networks in the world.  We have some of the newest trains in the country and exciting plans to extend our services.   With more than one hundred million passenger journeys each year, we carry people to over 275 stations in the South West, from Cornwall and South Wales to London, passing through beautiful country and some of the UK's top tourist destinations. 

We are transforming the way people think about train travel, empowering our team of over 6,000 people from all 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, friendly and fun.

About the team?

Reporting to the Flagship Station Manager this role is part of a team of Duty Station Managers covering a 24 hours shift roster.  The Duty Station Manager will work closely with all station colleagues and stakeholders, including Network Rail.

About the job?

The primary purpose of the role is leadership of people and management of processes to enable delivery of business excellence. The focus is on getting things done safely to deliver quality, great customer service.

Your main responsibilities will be:

  • Providing minute-by-minute management of the station, including ticket office, concourse, customer information desks, information and customer service, gateline, train dispatch and train/station cleaning.
  • Being 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.

You'll need to be:

  • Able to communicate at all levels verbally and in writing
  • A strong lateral thinker
  • Analytical
  • Able to demonstrate a flexible approach
  • Adaptable as the Railway moves towards a 7 day/24 hour operation

As a minimum you will need to have:

  • 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 etc.)

Working pattern?

Working as part of a large team, you will be expected to support the team and the business when it's needed most. Whilst ensuring you enjoy regular time away from work, you will be expected to support the station during special events and railway upgrade work, and therefore working during weekends or unsocial hours on occasion is part and parcel of working on an ever-operational railway.

Additional information?

This role requires shift work, covering 24/7 Sunday-Saturday, including bank holidays.  Typically, you will work a week on-call for 7 days every 5 weeks, but this is subject to business needs. While you will be based at Paddington, you may be required travel across the GWR network. This role comes with an on-call responsibility, supporting our front-line teams and customers 24/7.

As this role involves safety critical duties.  The successful candidate will be required to meet the medical standards for this role, including colour vision test and drugs and alcohol screen.  A Basic DBS is also required.

Candidates successfully short listed will be invited to an interview scheduled for 2nd and 3rd February 2022.

The Reward?

As well as a great team environment and comprehensive training, all GWR colleagues enjoy a range of benefits including on-going development, defined benefit pension scheme, free rail travel across the GWR network for you and your family, company-sponsored health care plan, discounted shopping and gym membership and an employee assistance programme.

At GWR we value diversity. Our vision for inclusion and diversity is:

We are progressive. We are one family. We are inclusive. First time, every time.

Valuing our differences such as age, gender, LGBTQ+, ethnicity, religion, and disability, means that every colleague has a voice and is supported to be their authentic self at work.

Close map
London Paddington Station
Praed Street, London, England, W2 1FT
  • Ref:
  • Company:
    Great Western Railway (GWR)
  • Website Skillset:
    Customer Service
  • Contract Type:
    Permanent - Full Time
  • Contracted Hours:
  • Location:
    London Paddington Station
  • Closing Date:
    24 January 2022
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