Job Title: Station Manager
Business Function: Customer & Commercial - Stations
Salary: £45,428 + On Call Allowance
Grade: ML1 SB3
Role Type: Customer Service
Location: Newcastle
Hours: Full Time
About the role
Take the lead, own the station and shape the customer journey. As a Station Manager you will lead teams, drive continuous improvement, manage safety and service delivery, and meet revenue and cost targets.
Key responsibilities
* Development and implementation of processes and action plans based on trend analysis
* Driving improvements to the customer experience and service delivery at stations including safety, security, cleanliness, accessibility, information & communication
* Managing internal and external relationships to meet key performance indicators
* Meeting revenue and cost targets while identifying opportunities to increase revenue and reduce costs
About you
You will be someone who relishes the opportunity to make a positive difference to customers and station teams. You will need to excel in the following areas:
* A desire to deliver excellent customer service
* Strong communication skills, an effective communicator at all levels
* Ability to manage stakeholder expectations
* Excellent people management skills
* Proven organisational and time management skills
* Willingness to obtain or work toward assessor qualifications
* Sound understanding of HR and safety policy implementation
* A full, current driving licence
The successful candidate should also possess dispatch competency or be willing to work toward obtaining it.
Benefits
* Unlimited free travel for you, your partner, and your dependents on Northern services; up to 75% discount on other UK and Europe networks
* Generous pension scheme – 1.5× company topping up of contributions
* Enhanced family benefits – 9 months full pay maternity leave; 2 weeks full pay paternity leave
* Cycle to Work scheme – save up to 42% on a bike and spread the cost
* Electric Car scheme – lease a brand new electric or plug‑in hybrid car
* Exclusive discounts across shopping, wellbeing, and more via Northern Perks
* Employee Assistance Programme – 24/7 support for family, lifestyle, and more
* Training and career development pathways and recognition through awards
Why Northern
We are the heartbeat of the North – connecting communities and driving sustainable growth. With over 2,600 trains a day, we improve rail travel and protect the environment. We celebrate 200 years of modern railway and, as Great British Rail takes shape, we invite you to play your part in our journey.
A place for everyone
We are a Level 2 Disability Confident employer and commit to fair, unbiased selection. All successful offers are subject to a DBS check and a medical assessment. If you meet the minimum criteria for the role, we will offer an interview and can accommodate reasonable adjustments throughout the process.
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