During mobilisation, with the support of the Training Department, work with the Group Station Manager to deliver training modules and SOPs to ensure staff are competent to carry out their day-to-day duties.
Lead a team of Station Ambassadors to deliver outstanding levels of service. Mentor and coach staff to drive world class service standards. Lead team during disruption or other unforeseen circumstances
Manage the Station Customer Service staff to support operations in response to degraded and emergency scenarios. Work with Station Operations Manager to implement relevant SOPs and manage station staff resources effectively to respond to scenario
Provide visible station leadership on a shift basis and take ownership of all daily issues that contribute to the delivery of outstanding service. Conduct daily conditions check of station including, as appropriate, opening and closing checks (in conjunction with SOM). Monitor station retailers and other third parties to ensure compliance with safety and security standards. Deal personally with local complaints and identify any areas causing complaints. Report and follow up any issues with key station equipment such as lifts, escalators, etc to the OCC /SOM, ensure all issues are logged. Undertake first intervention on Station AFC equipment including gatelines and TVMs
Manage the ticketing and fare collection activities at designated stations. Ensure robust processes are in place to ensure revenue reconciliation and discrepancies are investigated, and losses are minimised. Ensure security of cash held at stations and secure cash deposit process in place at all designated locations
Ensure security personnel are on duty as rostered, monitor security contractor performance and task security guards as appropriate to ensure a secure customer environment is maintained throughout operational hours
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