We are proud to be One Team at East Midlands Railway (EMR). We are passionate about keeping people safe, delighting our customers, doing the right thing and delivering easier journeys every day. With over 2,400 employees, our people are the reason we are so successful, and the customer services team make a crucial contribution to this. Six times accredited as a Top Employer, we value our people and are dedicated to making sure that everybody feels empowered to bring their authentic self to work.
At EMR we want to proactively embrace diversity across our workforce and recognise that we are under-represented in terms of females and ethnic minority groups. We’re therefore taking positive steps to promote a positive and inclusive culture; we welcome applications from those that identify with these groups to better represent our communities.
We have an exciting opportunity to work at #TeamEMR as a Station Duty Manager based at Lincoln.
This is a permanent position, but we also have a 12 month fixed term position available.
About the role
This role is responsible for the front-line management of our Customer Experience teams based at stations. You will have a defined area which is focused on the delivery of our local Customer Experience plan which puts the customer at the heart of everything we do.
As Station Duty Manager you will:-
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Ensure the operational competence of all direct reports who are safety critical is maintained in accordance with company standards
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Ensure that stations are well maintained and managed in line with EMR Safety, Security & Environment procedures
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Delivery of proactive performance management with direct reports
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Ensure that people are recruited to the right roles with the right skills that enhances business capability and delivers an excellent customer experience
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Support in delivering engagement activities which improves levels of employee engagement
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Ensure delivery of and compliance to all HR business practices which includes, performance management, employee relations and attendance management
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Ensure that a progressive relationship with recognised Trade Unions at a Local Level is maintained
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Ensure the proactive management and delivery of all financial controls in accordance with company policies and procedures
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Deliver the Customer Improvement Strategy that is aligned to the customer satisfaction indicators
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Ensure that the highest quality of service for our customers whilst maximising business efficiencies
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Ensure that the environment is free from defects and is to a high standard as measured by Net Advocacy Scores
To be great in this role you will be committed to delivering great customer service and have the ability to inspire others to delight our customers on a daily basis. With a track record of managing high performing teams in a customer focused environment.
Enthusiastic and dedicated, you’ll be an excellent communicator and leader, possessing exceptional people skills along with good commercial acumen and working knowledge of Employment Law and Health & Safety Legislation.
Please note this role can at times involve irregular hours and on-call commitment. In return we offer the successful candidate a wide range of benefits including a fantastic pension scheme and free travel on the East Midlands Railway network. You will also receive subsidised travel across the rail network with other train operating companies.
If you successfully pass the stages of the recruitment process, you will either be offered a role, if one is available, or placed into our talent pool, for a maximum time of 12 months. Once you have a place in the pool, you will not need to re-apply for the vacancy again for a whole 12 months. If a role becomes available during this time, we will pick up the phone to make you a job offer!
This all sound great! How do I apply?