Development and Cover Station Manager

Job Introduction

As a Station Manager you will manage all Commercial staff on a day-to-day basis at defined stations to provide a thriving sales environment, excellent customer service, safe stations, efficient train service performance and accurate and timely information for customers.

You will ensure there is a visible Station Manager presence to staff and customers including, but not limited to, presence on the platforms, concourse, gateline or in the booking hall of a key station for a minimum of two hours in the weekday morning peaks (i.e. 0700 hours to 0900 hours) and two hours in the weekday evening peaks (i.e. 1700 hours to 1900 hours).  During these times no office or administrative work is to be conducted except in exceptional circumstances. Customer conversations, leading by example and coaching will be the core activities during these times.

Role Responsibility

• Direct daily working arrangements, ensuring that all station staff are fully equipped and competent to fulfill their roles.
• Control the delegated expenses budget with regard to payroll and non-payroll costs.
• Manage the internal controls associated with ticket office procedures and delegated authorities ensuring compliance and taking corrective action.
• Ensure that current legislation and the requirements of the Safety Manual is complied with and understood at all levels including contractor activities on stations premises.
• Implement communication plans to ensure customers are always informed about current performance and any delays.
• With direction from the Area Manager ensure that all training needs of staff are identified and delivered in accordance with a properly constructed Action/Improvement Plan.
• Ensure efficient operation of the retailing activity by maintaining trained competent and motivated sales force, complying with customer service and ATOC standards and actively seeking ways of maximising sales and revenue protection.
• Lead and direct all station activity in connection with trains service delivery and performance with particular regard to the management of delay and attribution of lost minutes and the prevention of cancellations.
• Ensure all staff that undertake safety critical duties are assessed and proved competent at the prescribed intervals as set down in the Company Safety Management System.
• Monitor and carry out split/attach and despatch duties as required. 
• Ensure the production of timely roster that are cost effective and compliant with all policies relating to working time regulations and Hidden 18.
• Ensure compliance to company Service Quality Standards.
• Undertake assessment and selection interviews.
• Effectively communicate with local teams including regular monthly team briefs.
• Ensure all station teams are trained and deliver adequate revenue protection and are competent in manning of gatelines.
• Ensure that promotional offers are current and correctly displayed.
• Ensure budgetary targets are met and creative initiatives are developed to meet the Company’s aims and business objectives.
• Work with Trade Unions to develop effective working relationships
• With direction from the Station Manager London liaise and coordinate retail and travel matters with TfL and Network Rail to ensure value for money delivery of station services at Network Rail Major Stations where required.

The Ideal Candidate

We are looking for applications from experienced managers who can demonstrate ambition and a passion for leading and motivating teams.

To excel in your role, you will need:

• Proven track record of line management experience, ideally from a retail background
• People focussed with ability to motivate and empower others in order to reach organisational goals.
• Strong interpersonal skills and experienced negotiator.
• Innovative and creative, highly motivated.
• Ability to deal with difficult situations
• Good understanding of commercial awareness and exploits opportunities to add value
• A flexible approach to working and able to adapt to changing demands and conditions.
• Proven success in meeting demanding budgetary and workforce productivity targets.

Package Description

Southeastern recognises the value of every individual employee and offers benefits that reflect this.

As well as a generous salary, we offer an comprehensive benefits package which includes;

• A Contributory Final Salary Pension Scheme 
• Free rail travel on Southeastern and GTR rail services (extends to family members for leisure/educational travel)
• After a qualifying period, reduced rate travel on other train operators, including European services
• Up to 25 days annual leave entitlement (plus bank holidays)
• Private healthcare
• Access to an array of discounts for retail and leisure products through our benefits scheme.
• Family friendly benefits including enhanced maternity/paternity leave, parental leave and carers leave.

About the Company

About Southeastern

Southeastern is one of the busiest commuter rail companies in the UK running more than 2,000 trains, and carrying nearly 600,000 passengers every day between London, Kent and East Sussex.

Just over 4,500 employees - mostly from the communities that we serve - work together to provide this vital service and we are looking to expand our successful team. We have a strong set of values that shape the way we run our business and guide our staff in delivering what our customers need. These are:

• We aim to be the best
• We make the difference together
• We care passionately about our people and our passengers

We are committed to being an inclusive employer, creating a workplace where everyone can come to work, feel safe and comfortable and able to do everything to the best of their ability.

We recognise the positive value of diversity and it matters to us that our teams reflect the communities we serve. We welcome and encourage applications from people of all backgrounds.

We are also proud to be a WORK180 Endorsed Employer for Women. If you would like to know more information about how we are supporting our employees, you can view our policies and initiatives here.

If you have been unsuccessful in the recruitment process for the same/similar position you will not be eligible to apply for a period of 6 months from that date.

All offers of employment are subject to us obtaining satisfactory references (covering all education, training, employment and unemployment in the preceding 5 years and any previous railway employment). We will also complete right to work in the UK and criminal record checks. This is to ensure we are employing the best person for the role and to protect our customers, colleagues and our reputation. We are unable to offer sponsorship to work in the UK. 

This post will close before the intended closing date should sufficient number of suitable applications be received. Therefore, if you are interested in applying for this role, we suggest that you do so at the earliest opportunity to avoid disappointment.

SE Trains Limited