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Southampton

    Flagship Duty Station Manager - Southampton, United Kingdom - FirstGroup

    FirstGroup
    FirstGroup Southampton, United Kingdom

    1 week ago

    Default job background
    Permanent - Full time
    Description
    About the job :

    Do you have a passion for delivering the highest level of customer service? Could you help to ensure that journeys for thousands of customers for work, leisure, and special events are safe and enjoyable? Could you lead, develop and motivate a diverse team of customer service employees? Then this could be the role for you.

    This role will require you to deliver the Customer Service objectives in relation to Station Operations on a day-to-day basis through the Customer Service team at the station whilst also ensuring that all staff under your control recognise and actively display the South Western Railway's values and behaviours in their service delivery.

    To take the lead in all activities relating to the day-to-day running of the station whilst on duty and lead the station team in all aspects of customer service delivery. Deputise for the Customer Service management Team as necessary.

    Your main responsibilities will be:

  • Assist in the management of train running performance at your station/s and take action to minimise disruption and delay.
  • Monitor staffing levels at your station/s to ensure that our obligations are met and opportunities to increase customer service are maximised.
  • Monitor and maintain a safe environment for customers, contractors, the general public and employees of all companies using the premises.
  • Provide information, direction coaching and training for all employees in the customer service department.
  • Carry out relevant aspects of people processes as required.
  • Manage our leased property to ensure that it is well maintained, safe and fit for purpose.
  • Ensure all staff are regularly briefed on all activities that affect their area of responsibility.
  • Carry out the requirements of the on-call service as necessary.

    • As a minimum, you will need to have:

  • Supervisory experience
  • Extensive experience of working within a customer service industry
  • Ability to deal with changing priorities
  • Strong leadership ability
  • A passion for delivering the highest level of customer service
  • Applicants requiring a visa must have at least 6 months remaining at the time of appointment.

    • About the location:

    Southampton Central is conveniently situated near the city centre. It is a short walk to West Quay shopping centre, a hub for retailers and restaurants, and provides an excellent link between London, Coastal areas and the Isle of Wight.

    Working pattern:

    Working an average of 37 hours a week over 5 days

    Shifts include working early, late and 1 weekend in 3. Early Shift start , late shifts 14.00 to

    T imes on Saturday are 0800 to 20.00 and Sunday 10.00 to 18.00

    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 employee
  • Free leisure travel for spouse/partner and dependants (criteria dependant)
  • 75% discount on many other train operating companies
  • Full training and support with development
  • Large range of exclusive retail offers
  • Excellent pension scheme

    • We all belong at SWR. FirstGroup's vision is to provide an inclusive environment for all colleagues, across its group of businesses, ensuring all candidates have an equal opportunity to access meaningful employment.

    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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