Salary: upto £42,978 depending on skills and experience
Who are we?

GWR is the proud custodian of Brunel's railway - one of the most prestigious networks in the world.  We have some of the newest trains in the country and exciting plans to extend our services.   With more than one hundred million passenger journeys each year, we carry people to over 275 stations in the South West, from Cornwall and South Wales to London, passing through beautiful country and some of the UK's top tourist destinations. 

We are transforming the way people think about train travel, empowering our team of over 6,000 people from all different backgrounds to make it a great experience for our customers.  Together, we will revalue rail as a very special way to travel – relaxing, fast, efficient, friendly and fun.

About the Role?
We are looking for a highly motivated and customer-focused Duty Station Manager to oversee the daily operations of our station(s) and ensure the highest standards of safety, customer service, and operational efficiency. In this key role, you will deputize for the Station Manager in their absence, leading a team to deliver exceptional service to both customers and colleagues while maintaining a safe and clean environment.

The ideal candidate will possess strong leadership skills, attention to detail, and a proactive approach to improving station performance. You will be responsible for managing station operations, including performance metrics, safety management, customer service, and financial targets. As a visible presence on the station floor, you will foster a culture of accountability, support, and development within the team.

 Key Responsibilities?

• Operational Excellence: Monitor and maintain station cleanliness, safety, and environmental quality standards, taking necessary actions to ensure compliance.
• Financial Management: Ensure financial targets are met, adhering to internal control procedures, including the management of retail standards and ticket office activities.
• Performance Management: Regularly review station performance, ensuring safety and performance standards are met and corrective actions are taken when required.
• Team Leadership: Lead and support station staff, conduct briefings, and ensure alignment with key performance indicators. Foster a culture of accountability and ownership.
• Resource Planning: Develop and review staffing plans in line with customer demand and business needs.
• Customer Service: Act as a point of contact for customers, offering assistance and resolving issues while promoting a customer-focused culture.
• Safety and Compliance: Ensure all station activities comply with Safety Management Systems and relevant regulatory standards (e.g., RDG, DPPP).
• Sales Focus: Drive the achievement of sales targets, ensuring a proactive and sales-focused booking office team.
• Training and Development: Attend relevant training, discuss personal development with your line manager, and ensure your team is fully trained in all aspects of station operations.

 What We're Looking For?

• Strong leadership and people management skills with experience in a customer service-focused environment.
• Excellent communication skills and a visible presence to support your team.
• Ability to manage operational performance, safety, and financial budgets effectively.
• Knowledge of relevant regulatory standards and safety management systems.
• A proactive, results-driven mindset with a focus on continuous improvement.
• The ability to work under pressure and deal with unplanned disruption.
• Previous experience in a station or similar operational management role is advantageous.

 About the location?

The role will be based within Cheltenham Spa and Gloucester, with desk space at both stations.

 Working Pattern? 

The role is predominantly Monday to Friday, however in line with a 7-day working railway, some weekend availability is expected, especially around Cheltenham Races events.

 Additional Information?

The ideal candidate should be able to gain or hold an operational dispatch competence. The role will predominantly cover and be responsible for Cheltenham Spa and three other stations but will additionally cover Gloucester and Stroud Valley stations as and when required. Interviews for shortlisted candidates are tentatively scheduled for the week commencing 17 February 2025.

Perks & Benefits?

• Health & Wellbeing: Health Cash Plan, health screenings, EAP, gym discounts.
• Lifestyle: Costco membership, bike scheme, retail discounts.
• Financial: Pension, share-saving schemes, payroll giving.
• Travel: Free GWR Travel pass. Discounted Friends and Family tickets, Eurostar, and European rail travel

We all belong at GWR. This is our vision for providing an inclusive environment for all our colleagues, 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 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 such as 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.

https://exceptionalindividuals.com/neurodiversity/

https://www.healthassured.org/blog/neurodiversity/

INGWR