Shift Station Manager [Customer Experience]
About Network Rail
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Network Rail operates and maintains the railway infrastructure 24/7 365 days a year. We do work that matters to millions. And we do it in millions of different ways.
This is an exciting time to join Network Rail. We're passionate about great service and commit to our service equation vision by "putting passengers first". Performance, safety and getting the fundamental basics right, is something we strive for as well as asking ourselves - what can we do to put our passengers and freight users at the centre of everything we do?
You will be part of the NW&C Region which consist of three routes:
• North West Route, covering Manchester, Liverpool, Lancashire and Cumbria.
• Central Route, covering the West Midlands and Chiltern areas.
• West Coast South Route, covering the south of Crewe to London Euston.
There is also a Regional Team which supports Regional Major Programmes & Professional services.
To find out more about us - Take a look here!
For us, 'Diversity' means recognising differences between people while valuing the contribution they make. 'Inclusion' means creating safe and welcoming workplaces with fair cultures that encourages innovative and fresh ways of thinking.
We value the commitments you may have outside of work and will consider flexible and hybrid working applications. If we can make it work - we will! Please click here for more information.
Brief Description
Be a part of transforming the UK's busiest inter-city rail station, as we go under major changes to our infrastructure and how we operate as a team.
Working as a Shift Station Manager [Customer Experience] you'll play a pivotal role in ensuring we deliver excellent and consistent customer service, managing our Assisted Travel service and working with stakeholders and the local community to provide a transport hub which delivers for our passengers and our neighbours.
This role is working office hours and is not shift based.
Although challenging, this is a highly rewarding role where there will be many training and development opportunities and the ability to make real change to the 31 million passengers who use our station each year.
Please be aware this role holds a mandatory requirement for the incumbent to hold valid security vetting clearance. Any offer will be conditional on the successful candidate obtaining clearance prior to a start date being agreed.
For further information including residency eligibility, please contact your recruiter for more details.
About the role (External)
Every day will be different, but you can expect to be involved in the following activities:
1. Deliver a positive customer experience for customers at the station.
2. Lead the delivery of station operations in a safe manner. compliant with all relevant legislation, including achieving the safety plan and objectives each year.
3. Support and lead as required the management of the station team
4. Undertake risk assessments and implement arrangements for station activities such as filming and other promotional activities.
5. Lead the management of employee resources on a day to day and long-term basis, delivering resource contingency plans as necessary.
6. Support and lead as required the implementation and development of station safety plans, emergency and evacuation plans in liaison with relevant regulatory bodies, initiate safety checks and monitor and audit the activities of station users, implementing and monitoring actions identified to mitigate and control station risk.
7. Support and lead as required compliance with competency assessment systems and all relevant industry standards and procedures.
8. Support and lead as required initiatives that will meet budgetary requirements and maximise the profitability of the station, including retail opportunities.
9. Support and lead as required the provision of help, support, training and resources to staff to enable them to discharge their individual responsibilities to the standard required.
10. Support others in delivering projects that bring customer-led improvements to the station and/or improve the profitability.
11. Act as a positive role model in all matters relating to customer service and health & safety through performance monitoring.
12. Support the coordination and delivery of cross functional station investment plans.
Build relationships with local stakeholders in order to increase the overall customer satisfaction at the station.
13. Compile statistics, compliments and complaints for the period to submit to the station manager.
Job Skills, Experience and Qualifications:
Essential
• Ability to lead, manage and develop people *
• Ability to gain Station Incident Officer *
• Ability to gain safety management qualification IOSH/NEBOSH *
• Able to demonstrate decision making skills, assertiveness
- Previous incident management experience
• Understanding of customer needs and requirements
• Able to demonstrate organising and planning skills
Desirable
• IT skills in relation to report writing, corporate IM packages
• General understanding in business improvement processes
• General understanding of railway industry structure and responsibility
• Previous customer service experience
• Experience in accident investigation
* denotes post holder must attain relevant competency prior to carrying out activity]]>