Please note: We are recruiting for our talent pool and this position is only available to candidates employed within Transport for Wales. If you are not eligible to apply for this position, your application will not be considered.
Equal Opportunities
At Transport for Wales we value diversity. It makes us stronger, helps us understand our customers better, make better decisions and be more innovative. Everyone’s different and has their own perspective so we’re building a diverse team that mirrors the communities we serve. Through this we’re determined to be one of Wales' leading inclusive employers. We’re creating an inclusive transport network that everyone in Wales can be proud of.
Who we are
At Transport for Wales, we’re on a mission to transform transport in Wales and make it fit for the future, whether that’s rail, bus, walking or cycling. We want to inspire a nation to change the way it travels, so that we all travel more sustainably and help to combat the climate emergency we’re all facing.
We’re an open and inclusive place to work, where everyone is welcome and our people are supported to reach their full potential. We want to create an environment where our people can grow and succeed. This is key to enabling us to deliver on the promises we’ve made to the people of Wales to build a sustainable transport network that meets their needs.
Role responsibilities
We have an exciting opportunity to join our stations team as a Duty Manager. As a Duty Manager, you will lead by example, inspiring your team to deliver exceptional customer service, whilst providing a safe and secure environment.
The Duty Manager is responsible for the management of all station activities including the Gate line, Booking Office, platforms, and cleaning. You will ensure the services provided by the station team meets standards through real time management as well as effectively assessing and coaching performance.
1. Lead and support stations staff to create a customer focused highly motivated team who are committed to exceeding customer expectations in the delivery of a safe and high-quality service.
2. Provide assessment and coaching to staff at the station so that their performance is optimal.
3. Ensure facility and security checks are carried out, including Fire Precautions and Evacuation checks.
4. Track train running via TRUST and other systems.
5. Review weekly rosters and make daily amendments to ensure coverage of all job roles in the most cost-effective way.
We’re here for our customers, so you’ll need to be flexible in your working hours, working an average of 35 hours per week (including evenings, weekends and bank holidays).
Who we’re looking for
6. Previous experience of managing and developing a team, in a busy fast-paced environment
7. Previous Customer Service Experience
8. Able to develop/assess safety and operational competence
9. Be a confident IT user
Welsh Language Skills
The ability to speak/write Welsh would make a great addition to your application, but it is not essential for this role.
Transport for Wales supports and promotes the use of the Welsh Language by employees and will encourage them to develop, improve and maintain their Welsh Language skills. We fully support our people who want to improve their Welsh language skills, and personal development for Welsh Language skills are offered in a variety of ways such as online learning, classroom courses and funding attendance at local community courses.