Flagship Station Manager

Your main responsibilities will be:

Inspire and empower your team of Duty Station Managers to deliver and where appropriate challenge local working practices and staff performance to achieve optimal results.
Through providing the relevant support, training and resources, and by recruiting the best people, ensure that all staff at your locations adopt The South Western Railway Vision, Values and Behaviours.
Provide of a safe environment at all times for customers, staff, tenants and contractors at your stations and ensure that all staff under your control are competent to carry out their duties in a safe and efficient manner
Meet and where possible make savings against your annual budget through effective management of basic and enhanced pay whilst maintaining a safe and efficient station operation.
Motivate your team to deliver a reliable customer experience measured through continual improvements to train running performance, National Passenger Survey satisfaction scores and other customer feedback channels.
Work closely with key internal and external stakeholders to create the best possible environment at your stations for staff and customers
Deliver effective management of all retailing activities at your stations, ensuring the security of all South Western Railway monies and revenue at all times.
Work closely with the local Revenue Protection Manager to ensure that ticketless and fraudulent travel is minimised and the Revenue Protection strategy is adhered to at your stations.
Undertake additional duties as required by the Regional Manager
Act as a positive role model at all times in all matters relating to Customer Service and Health and Safety.
Works directly with the Regional Manager to help create the local area strategy
Completely owns the delivery of the local area strategy at their locations, adapting it where appropriate to best suit the needs of their stations.
Holds the freedom to make local change and challenge current business practice in all aspects of the role whilst working within set safety guidelines.
Makes decisions that effect their own locations but defers to the Regional Manager for advice and authority where needed.

As a minimum, you will need to have:

Whilst a background in station management is desirable, the post holder must have proven experience in a relevant customer service industry
An understanding of staffing costs and rostering is highly desirable
Must have a proven experience of being in a position of trust, potentially around security, key holding and cash handling.
Proven experience in demonstrating leadership and coaching skills is essential.
A proven ability to change behaviours around customer service and safety is desirable
Must have a good standard of education, preferably to a higher education standard eg. A-Level, college or equivalent.
Proven ability to lead and inspire teams of people whilst managing multiple tasks
Proven written and verbal communication skills are essential
On application for the role, a good understanding of relevant products, policies and services is desirable. This is essential once in post.
A good understanding of railway safety standards is looked for.

Applicants who require a visa must have 6 months remaining at the time of their appointment. Training is full time and you must be able to commit to this.

Working pattern:

Working an average of 37 hours over 5 days

Monday – Friday a combination of earlies and lates, plus the occasional weekends.

On call commitment.

The Reward:

In return we offer a competitive salary and a variety of valuable benefits, including;

Free duty and leisure travel on SWR services for employees
Free leisure travel for spouse/partner and dependants (criteria dependent)
75% discount on many other train operating companies
Full training and support with development
Large range of exclusive retail offers
Excellent pension scheme.

We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a 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, for example, 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.

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