What You'll Do

The primary purpose of this role is to promote awareness of and ensure robust and effective Station Operations are in place, so that customers travel safely and colleagues have the skills and knowledge they need to perform their duties with confidence.

The role holder will work collaboratively alongside our Station Management team, providing strong leadership and direction for station colleagues and delivering high standards, efficiency and innovation whilst role modelling GTR's values and behaviours.

The role holder will be responsible for ensuring that stations are compliant with safety, regulatory and customer service standards and that colleagues are at the heart of decision making. The role holder will be responsible for driving customer targets across SQR and Assisted Travel.

The role holder will be responsible for ensuring our stations are welcoming places, where we create great journeys and the relevant plans are in place to drive customer improvements, manage passenger flows, and deliver during special events and disruption.

Supporting delivery of high-quality, safe and functional stations in line with GTR's standards, ensuring a consistent focus on colleague engagement and train performance so that GTR's operational plans are delivered and there is sufficient resource in place to meet customer and commercial requirements.

Key Responsibilities Include

• Ensure robust station operation plans are in place and stations operate safely, effectively and in compliance with relevant standards.
• Deliver customer service and operational targets, including SQR and Assisted Travel measures, whilst creating welcoming station environments.
• Ensure stations, rail replacement services and event operations are effectively managed during disruption, engineering work and periods of increased passenger demand.
• Provide visible leadership, coaching and support to station colleagues, driving engagement, safety, customer service and operational excellence.
• Work collaboratively with Station Management teams and wider stakeholders to deliver customer, people, revenue, safety and performance objectives.

What We're Looking For

• Proven ability to lead, motivate and engage colleagues to deliver measurable improvements.
• Strong customer service skills with a track record of delivering or exceeding performance targets.
• Ability to plan, organise and deliver operational activities effectively.
• Experience building collaborative working relationships and achieving positive outcomes in challenging environments.
• Strong coaching, mentoring, investigation and report-writing skills.

What We Can Offer You

At GTR, we are committed to supporting our colleagues both professionally and personally. In return for your skills and dedication, we offer a competitive benefits package including:

• Final salary pension
• 25 days holiday plus bank holidays
• Healthcare
• Free travel on GTR and sister groups for you and your family
• 75% off travel on other train operating companies for you, and leisure for your family
• Discounted Oyster Card
• Family-friendly policies, including maternity, paternity, adoption, and shared parental leave
• Access to StarHub – our employee benefits platform offering discounts with a wide range of retailers and services
• Career development and progression opportunities across the UK's largest rail networks
• The opportunity to make a real difference to millions of customer journeys every year.

We will keep candidates informed throughout the process and aim to complete hiring decisions in a timely manner. Due to the high volume of applications we receive, we are unfortunately unable to provide individual feedback at the application stage.

How To Apply

Please complete the application form and submit your CV.

We look forward to hearing from you and exploring whether GTR could be your next career step.

Please note that we reserve the right to close this vacancy earlier than the advertised closing date if we receive a high volume of suitable applications.