Role: Duty Station Manager - Birmingham
Contract Type: Permanent
Location: Birmingham Station - You must have the ability to work unsociable hours including late nights and weekends between the hours of 05:30 - 00:30.
Salary: £42,000 per annum
Job Purpos
eTo support delivery of the Station Management Team requirements, deputising for the Area Manager to ensure high levels of customer standards are achieved. To supervise station teams of varying disciplines based across a wide geographic area
.
To be operationally competent for appropriate safety critical dutie
s.
Ensuring the highest standards of customer service, achievement of revenue targets and delivery of operational excellence through all station retail activities in an effective and efficient mann
er.
This role supports the delivery of the station HSSE objectives. To ensure that job specific activities do not introduce unacceptable business and safety risk to any aspect of the Company's operation, and that the appropriate policies and procedures are implemented and adhered to, ensuring that all such activities comply with the relevant sections of the Safety Case and the current Safety P
lan.
Key Accountabil
itiesOperationally competent for safety critical station stan
dardsCompetent Assessor qualified and lead the overall dispatch assessment plan and responsible for dispatch assessments across the
routeWork in collaboration across the business to achieve station KPI's and improve overall performance targets including Service Qu
alityBe the local responsible manager during engineering blocks and special events ensuring weekend requirements are managed locally, working in collaboration with the Special Events Ma
nagerSupport implementation of the station specific HSSE risk assessments, controlled station procedures and working in collaboration with HSSE to ensure all documentation is completed to the required sta
ndardEnsure delivery of all day-to-day station retailing and audit activities across a group of stations ensuring the operation of ticket offices and gatelines are conducted in accordance with all company guidelines and procedures and meets all customer commit
mentsSupport delivery of an effective team of frontline staff that delivers the highest standards of customer service and retail presentation by effective management of performance, welfare and development of all staff within the team including delivery of briefings and customer service tra
iningTo investigate accidents and incidents occurring on the station in a timely manner complying with all safety proc
essesTo support delivery of the employee engagement action plans and drive frontline engag
ementTo oversee station activities/areas and provide support to the station team. Take ownership of station presentation/experience and ensure high levels of customer standards are maintained at all
timesTo always ensure the safety and security of staff and customers on sta
tionsAct as a deputy for the Area Managers with roaming requirements across stations within reasonable geographical areas, includes rostered arrange
mentsTo provide out of hours on call coverage as directed by the appropriate r
oster
Personal Specifi
cationEss
entialMeets the operational safety critical requi
rementAbility to work unsociable hours including late nights and we
ekendsExperience of working in a fast paced environment with regular changing prio
ritiesExperience of using office programmes for the purposes of writing reports (word) and measuring statistical performance (
excel)The ability to influence others at a senior level and front line
staffGood communication and interpersonal
skillsAble to assess different situations and act accor
dinglyGood problem solving
skillsAble to work in a calm and efficient manner under pr
essurePassionate about providing excellent customer s
erviceAble to challenge and manage conflict and contentious
issuesA good level of understanding of HSSE processes, maintaining and following proc
eduresAbility to think of innovative sol
utionsProactive and responsive to constant
changeAdhere to Company Policies and Proc
eduresDemonstrate high standards of behaviour and at
titudeSelf-motivated and enthusiastic
workerMotivated to accept and comply with high standards and instru
ctions
De
sirableRecognised Management Qualif
icationA good understanding of Railway ope
rationsKnowledgeable with HSSE station pro
ceduresUnderstanding of Rail Ge
ographyExperience of managing
people