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    Shift Station Manager - London, United Kingdom - Network Rail

    Network Rail
    Network Rail London, United Kingdom

    3 weeks ago

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    Description
    About Network Rail
    Network Rail operates and maintains the railway infrastructure 24/7 365 days a year. This is an exciting time to join Network Rail. We're passionate about great service and commit to our service equation vision by "putting passengers first". Performance, safety and getting the fundamental basics right, is something we strive for as well as asking ourselves - what can we do to put our passengers and freight users at the centre of everything we do?
    There is also a Regional Team which supports Regional Major Programmes & Professional services.
    For us, ' Diversity' means recognising differences between people while valuing the contribution they make. ' Inclusion' means creating safe and welcoming workplaces with fair cultures that encourages innovative and fresh ways of thinking.
    We value the commitments you may have outside of work and will consider flexible and hybrid working applications.

    Be a part of transforming the UK's busiest inter-city rail station, as we go under major changes to our infrastructure and how we operate as a team.

    Working as a Shift Station Manager [Customer Experience] you'll play a pivotal role in ensuring we deliver excellent and consistent customer service, managing our Assisted Travel service and working with stakeholders and the local community to provide a transport hub which delivers for our passengers and our neighbours.

    This role is working office hours and is not shift based.

    Although challenging, this is a highly rewarding role where there will be many training and development opportunities and the ability to make real change to the 31 million passengers who use our station each year.

    Deliver a positive customer experience for customers at the station.
    Support and lead as required the management of the station team
    Undertake risk assessments and implement arrangements for station activities such as filming and other promotional activities.

    Lead the management of employee resources on a day to day and long-term basis, delivering resource contingency plans as necessary.

    Support and lead as required the implementation and development of station safety plans, emergency and evacuation plans in liaison with relevant regulatory bodies, initiate safety checks and monitor and audit the activities of station users, implementing and monitoring actions identified to mitigate and control station risk.

    Support and lead as required the provision of help, support, training and resources to staff to enable them to discharge their individual responsibilities to the standard required.

    Support others in delivering projects that bring customer-led improvements to the station and/or improve the profitability.

    Act as a positive role model in all matters relating to customer service and health & safety through performance monitoring.

    Build relationships with local stakeholders in order to increase the overall customer satisfaction at the station.
    Compile statistics, compliments and complaints for the period to submit to the station manager.
    Ability to gain safety management qualification IOSH/NEBOSH


    • Previous incident management experience
    • Able to demonstrate organising and planning skills
    IT skills in relation to report writing, corporate IM packages


    • Previous customer service experience
    •
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