On Train Service Manager- Stourbridge

Job content

Salary up to £45,000 per annum

Closing date for completed applications is the Tuesday 13th September 2022.

Chiltern Railways are looking to recruit an On Train Service Manager for Stourbridge.

The post in primarily based in Stourbridge however you will be required to provide support to Train Managers at Birmingham Moor Street too.

The successful candidate will have accountability for the development, change, delivery, performance and review of the Mainline and Commuter on-train services

We are looking for someone within 60mins travelling time of Stourbridge with a strong Train Crew Management background or with experience and proven people management skills of 20+ people.

Reporting to the Head of Customer Experience North, the post-holder will lead and manage the On-Train team in delivering an exceptional customer experience for all our customers. This role is responsible for the service experienced by customers using Chiltern Railways services.

The post holder has accountability for;

Train Manager and CSI operational competency,

The consistent delivery of the Mainline on train service proposition,

Revenue protection and train presentation.

The safe operation of train services

Operational competency and safety of Train Managers

On-train customer service propositions for Mainline and Commuter services

Development, review and implementation of service and staff standards

On-train retail and revenue protection commercial strategies and policies

Obtaining and analysing passenger feedback supporting service developments

Staff learning and development

Revenue and cost budget management

On Train Service Managers are responsible for the day to day management and planning of all on train activity:

• Responsible for ensuring that all Train Managers, station dispatchers and managers trained to perform operational roles are competent, with appropriate traction and route knowledge where applicable
• Oversee on-train Revenue Protection activity, ensuring that it is undertaken in accordance with the relevant standards, planning and implementing revenue protection exercises on train and at stations. Identify and oversee fraud investigations
• Ensure that TRANSEC security requirements are met with regards to on train activity
• Monitor and measure standards of on train presentation, including cleanliness and the operation of customer equipment (including power points and Wi-Fi where appropriate), liaising with other departments as required
• Undertake incident investigations as required
• Compile, collate and present reports as required
• Regularly monitor compliance with operational and accountancy standards
• Effective liaison with Chiltern Railways operational department and partner TOCs to ensure delivery of agreed standards of operation
• Liaise with local staff representatives and participate in local consultation meetings as required
• Monitor and review operational performance, ensuring that PPM and JPIP targets for the On-Train team are achieved
• Plan and deliver regular update briefings for Train Manager and station dispatch staff
• Ensure rostering of Train Manager is within Hidden 18 limitations and that any non-compliances are authorised as appropriate
• Assist with the planning and implementation of short term operational and customer service contingencies
• To assist and support with the performance, welfare and development of allocated team members and undertaking regular 1:1s with allocated team members
• Provide out of hours on-call support as directed
• Assist as directed where reasonable and safe to do so
  

In Addition On Train Service Managers Will

• Attend meetings as and when required
• Maintain good cross functional relationships across the company
• Deputise for the Head of On Train Service if required
  

Essential Skills

• Experience of managing within a customer focused environment
• Experience of developing frontline staff through coaching and engagement
• Experience of delivering people, service and revenue targets
• The ability to influence front line staff
• Good communicating and interpersonal skills
• Able to assess different situations and act accordingly
• Good Problem-Solving Skills
• Able to work in a calm and efficient manner under pressure
• Passionate about providing good customer service
• Flexible approach to working conditions
• Able to manage conflict and contentious issues
• To be able to interpret health and safety processes effectively
• Ability to think of innovative solutions
• Proactive and responsive to constant change
• Demonstrate high standards of behaviour and attitude.
• Self-motivated and enthusiastic worker.
• Motivated to accept and comply with high standards and instructions.
• To be smart and presentable always
• Adhere to Company Policies and Procedures
  

Desirable Skills

• Recognised Management Qualification
• A1 Assessor Qualifications
• Experience of managing large numbers of people
• A good understanding of Railway operations
• Experience of managing within an operational environment
  

Understanding of Rail Geography

To apply, please submit your CV and a covering letter detailing your skills & experience and your reasons for applying.

Closing date for completed applications is the Tuesday 13th September 2022.

We acknowledge the importance of our people’s diverse experiences, talents and cultures. Embracing diversity and creating inclusion is a key component of our talent strategy. The creation of a diverse, inclusive workforce is central to our ability to unlock potential and enhance our success.

Benefits

• Free rail travel for you and your family (rules and conditions apply).
• A healthier and cheaper way to commute with a tax efficient way to fund buying a bike.
• Enjoy discounts with major retailers through Arriva’s employee benefits portal, The Village.