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Flagship Station Manager (8995)

Who we are:

GWR is the proud custodian of one of the most prestigious railway networks in the world. Our services call at over 275 stations, stretching across the South West of England.

We aim to transform the way people think about rail travel by setting a new standard – a better experience for our customers. Together we will restore the railways as a very special way to travel – relaxing, fast, efficient, friendly and fun.

About the team

As part of the Stations team, you will work as part of the wider Customer Service & Transformation directorate of Great Western Railway. This team is responsible for delivering the very best customer experience each and every day across almost 200 stations in the South West of England. Furthermore, more than £7.5 billion is being spent on electrification, station improvements and track upgrades – bringing increased capacity, shorter journey times and better punctuality. Now is a great time to join the team.

About the job

You'll be part of an experienced team of station managers and duty station managers that lead our front-line colleagues to run our stations safely, efficiently and to the highest standards for our customers and our communities.

What you'll be doing

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
  • 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 partners 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

About you

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'll 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

The Reward:

As well as a great team environment and comprehensive training, all GWR colleagues enjoy a range of benefits including defined benefit salary pension scheme, free rail travel across the GWR network for you and your family, company-sponsored health care plan, childcare vouchers and an Employee assistance programme.

About the location:

You'll be managing Bristol Temple Meads and a number of key suburban Bristol stations, with a total footfall of over 14 million customers per year.

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 role comes with an on-call responsibility, supporting our front-line teams and customers 24/7. 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 Bristol Temple Meads, you will need to travel across the GWR network on a regular basis.

The more varied our workforce, the broader the expertise within our organisation. And the broader our expertise, the greater our chances of innovation and success. That's why we're committed to equality of opportunity, diversity and inclusion at every level.

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Bristol Temple Meads
Bristol Temple Meads, Bristol, England, BS1 6QF
  • Ref:
  • Company:
    Great Western Railway (GWR)
  • Website Skillset:
    All Other Roles
  • Contract Type:
    Permanent - Full Time
  • Full Time / Part Time:
    Full Time
  • Contracted Hours:
  • Location:
    Bristol Temple Meads
  • Closing Date:
    21 January 2019
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