About the team:
Reporting to the Regional Station Manager, East Region, the role of Station Manager will lead a team of approximately 90 station colleagues, including 5 Duty Managers, Ticket Office Advisors, Train Dispatchers and Gateline Assistants. This role will be based at Slough station and will also have responsibility for Maidenhead, Twyford and the Windsor, Henley and Marlow branch line stations.
About the job:
Customers are at the heart of everything we do, therefore this role will require you to continue to develop our passenger satisfaction scores. You will maximise opportunities to increase revenue through both existing and new sales/revenue channels to ensure your sales office is a top performer.
You will need to have strong leadership skills, to develop, coach and mentor colleagues, as well as empowering them with skills to make every journey for our customers a great experience.
You will need experience of working to strict rules and regulations as safety is a fundamental part of the role, being able to manage the impact of train delays to ensure right time departures.
Your main responsibilities will be:
- Leading and developing a team of Duty Station Managers and a fantastic team of front line colleagues to deliver all safety standards, processes and procedures and to ensure the safety and security of our customers and colleagues delivering a great experience for all
- Identifying and maximising opportunities to increase revenue through both existing and new sales/revenue channels whilst working closely with our Sales and Marketing team to ensure your sales office is a top performer leading the industry
- Creating a culture where customer service is recognised and customer expectations are exceeded
- Engaging with and developing relationships with all appropriate stakeholders, Trade Unions and Network Rail to help in providing an exemplary and exciting customer experience
- Management of financial budgets
- Leadership of event and crowd management
- Performance management of train delays to ensure right time departures
You'll need to be:
- Able to actively develop relationships and share information with other business areas, and stakeholders seeking and offering support when required
- Operational Competence would be an advantage
- Able to demonstrate positive leadership styles and behaviours
- Adaptable as the Railway moves towards a 7 day / 24-hour operation
As a minimum, you will need to have:
- Previous experience of working within and leading a dynamic customer centric team, delivering, meeting and exceeding appropriate customer service targets
- Recognised experience of delivering to sales targets and increasing sales/revenue
- Experience of leading, developing and managing teams to deliver to recognised standards and objectives
- A proven track record in delivering key performance indicators
- Demonstrable interpersonal skills achieving high levels of customer, business and stakeholder engagement
- Recognised experience of working within a health and safety lead environment and/or knowledge of health and safety legislation and impact on the workplace
- Experience of employee relations and/or Trades Unions
- A flexible approach to working
About the location:
This role will cover Slough and a number of stations in the Inner Thames Valley and associated branch lines area.
Working Pattern:
As a leader 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 is a permanent role. The role has an on call responsibility of one week in six roster.
Applicants successfully short listed will be invited to undertake a competency based interview.
For more information regarding the application process, please contact the Recruitment Team [email protected]
We all belong at GWR. This is our vision for providing an inclusive environment for all our colleagues, ensuring all candidates have an equal opportunity to access meaningful employment.
We value our differences such as age, gender, LGBTQIA, ethnicity, religion and disability. We maintain zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.
We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.
We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.
If you require additional support to complete your application due to a disability or neurodivergent condition such as dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.
https://exceptionalindividuals.com/neurodiversity/
https://www.healthassured.org/blog/neurodiversity/