We’re looking to hire an Area Manager, reporting into our Head of Stations, based along the Essex end of our route.
This role will lead their area from the front, and will be responsible for the management of people, process, infrastructure and budgets across Essex regional stations. You will need to demonstrate high profile leadership capability, inspiring the station management and front-line colleagues to go the extra mile in delivering exceptional customer service.
This person will also make sure that their stations are a great place to work, ensuring everyone goes home safe every day and that the railway we run is high performing, punctual and reliable.
Key Accountabilities will include:
All stakeholder, customer service, safety, people and performance activities within the allocated stations.
Responsible for delivery of all aspects of c2c Stations Compliance and internal control requirements, ensuring that all station checks and audits are carried out are undertaken when due and monitored continually.
Actively promote our community value though developing effective relationships with user groups and other customer bodies, including local authorities, other transport providers, community organisations and the business community.
Developing an empowered culture throughout the organisation, through staff involvement, inclusive participation and a high level of personal contact. Visibility is essential in this role.
Via the centralised resourcing team – develop staffing and resourcing plans to maintain effective resourcing levels, ensuring all requirements are fully covered.
Via the centralised asset team ensure that essential and emergency repairs in respect of building maintenance through either the property department or fault reporting arrangements.
Responsible for ensuring the operational competence of all station-based personnel, including: ticket office, gate line staff and dispatch staff.
Work with the Head of Stations in developing and implementing agreed local business plans, that will bring about continuous improvement, take into account brand initiatives, customer requirements and deliver value for money.
Working with HQ teams to ensure day to day delivery of contractual arrangements with particular reference landlord/tenant relationships, claims, or other TOC requirements, Network Rail and related contractors.
Work closely with the commercial team to develop station retail/ancillary revenue streams ensuring that commerciality, safety and customer experience are all enhanced.
Ensure employee development and training needs are monitored, met, and ensure appraisals are carried out and individuals training needs are followed through.
Lead the dissemination of information to the relevant teams ensuring effective briefing to teams ensuring knowledge and information is shared.
Ensure robust procedures are in place for the issuing of information to customers and that the information given is timely, accurate and updated, especially in times of disruption to the normal service.
Promote a culture of excellence in all aspects of our service delivery, customer contact and when representing c2c within and outside the industry.
To embody a continuous improvement culture to improve employee performance, welfare management, company standards and disciplinary procedures.
To carry out any other duties on the route within competency as directed by the Head of Stations.
Deputise for other roles within the Stations Department as required.
To cover on call responsibilities on a rostered basis.
Experience & Qualifications:
A background within a transport environment and quintessentially customer orientated, with a safety and risk awareness mindset is a pre-requisite for this role.
Educated to a degree level in an appropriate subject or equivalent experience in role.
Desirably has experience in LEAN management and/or project management qualifications.
A customer focused individual who is a consummate team player and can initiate action through making things happen and leading by example.
A demonstrably strong communicator.
Focussed on results and quality, a strong team player/manager
Training will be provided in the areas detailed below:
Ticket office, train dispatch and gate-line competencies
Station Incident Officer.
NEBOSH safety qualification.