Job title: Station Delivery Manager at London King's Cross Station
Location: London King's Cross Station
Permanent position - Salary �45,868 - �48,114
Immediate Start: Upon passing a Drug & Alcohol Test
About the Role:
We have an exciting opportunity for a Station Delivery Manager (SDM) to join the dynamic railway sector at LNER's bustling King's Cross Station. As an SDM, you will play a vital role in leading frontline station teams and managing suppliers to deliver an unparalleled end-to-end customer experience. Reporting to the Station Manager, you'll ensure smooth train turnaround and servicing, support our customers during the boarding process, and ensure timely, well-presented train departures.
Ganymede Solutions provides top-tier technical recruitment solutions across sectors including rail, engineering, infrastructure, and manufacturing. We embrace diversity, promoting an inclusive culture and valuing all team members' contributions.
Key Responsibilities:
* Lead Frontline Teams : Oversee station and Travel Centre teams to deliver exceptional customer experiences, ensuring safety and adequate staffing.
* Operational Management : Manage train operations, ensuring trains are well-presented and in excellent working order.
* People Management : Oversee all aspects of people processes including absence, performance management, training, and development.
* Safety and Compliance : Maintain safety critical competence for staff, enhance safety for employees and customers, and ensure compliance with safety policies.
* Collaboration : Work with Customer Experience Managers and stakeholders to achieve Business Plan objectives and maximise business opportunities.
* Retail Management : Optimise revenue and manage retail and cash processes.
* Sustainability : Manage waste, water, and energy to meet LNER's environmental strategy and KPIs.
* Customer Feedback : Focus on customer feedback and Net Promoter Scores to continually improve customer experience.
About You:
* Proven leadership and coaching experience
* Experience in a customer service environment with a passion for providing excellent customer experiences
* Background in driving employee satisfaction
* Safety management or supervisory experience
* Ability to work in a high-volume, fast-paced environment
* Strong performance-driven mindset with commercial and financial acumen
* Capability to build effective relationships and drive continuous business improvement
Desirable Skills (Training Provided):
* IOSH Managing Safely, Risk Management, Fire Precautions
* Familiarity with station competence management
Personal Safety & Environmental Responsibilities:
* Conduct yourself in a safe and environmentally responsible manner, setting a positive example.
* Take reasonable care for your health and safety and that of others.
* Co-operate with LNER to deliver services safely and environmentally responsibly.
* Ensure compliance with internal safety and environmental procedures.
* Attend mandatory training courses within three months of appointment.
* Maintain security arrangements and adhere to emergency instructions.
* Report hazards, defects, and safety or environmental incidents as per LNER procedures.
Salary and Benefits:
* Salary: �45,868 - �48,114
* Annual Leave Entitlement: 33 days per year including bank holidays
* Free Travel: Free travel on LNER + 75% off other train companies' tickets (for you & dependents)
