Coach Station Manager

Culture Recruitment
London (Greater)
18 Apr 2019
10 May 2019
Contract Type
Full Time
Coach Station Manager

Purpose of the role

Coach Station Managers will have strong and proven people manager skills with energy and an ability to inspire a large team and others across the wider business.

Coach Station Managers lead the delivery of excellent customer service at their site(s), ensuring a safe, secure and customer focused working environment. The Coach Station Manager will provide leadership and motivation, team coaching and personal development. They ensure the delivery of exceptional customer service by acting as role model performers and brand ambassadors for the business at all times.

With budgetary responsibility for the sites, they ensure that services are provided within budget and that key performance indicators are understood by themselves and their team, met. They champion staff empowerment, encouraging their teams and direct reports to use their own initiative to resolve customer problems, ensuring a positive outcome is achieved. Working collaboratively with colleagues throughout the business they champion both the voice of the customer, staff and drivers, identifying common issues and concerns to help the business to enhance service delivery. They play a key role in employee relations and site safety management.

They must have the ability to demonstrate excellent stakeholder management skills.

Key Accountabilities

* To ensure the smooth operation of the site activities and lead service delivery monitoring and maintenance of a safe environment.

* To recruit, develop and motivate the team nurturing an environment where they can excel through encouragement, empowerment and ensure personal development plans are in place for all. To identify training needs for the team and ensure a succession plan is in place.

* To champion safety, highlighting any areas of concern and ensuring safe working practices are adhered to –proactively intervening to prevent unsafe actions from occurring. Conduct annual and ad-hoc risk assessments for site working processes. Ensure statutory safety requirements are met.

* To lead the team by example and drive them to deliver a consistent level of high performance and an excellent standard of customer service at all times via a continual conversation approach. This will include spending time carrying out the customer service role. Encourage the team to use initiative and problem solving skills to own customer issues ensuring a positive outcome is achieved.

* To act as a brand ambassador through excellent personal presentation standards and detailed product knowledge. To ensure site and staff are presented to the highest standards at all times.

* To effectively communicate information to customers and staff. To lead briefing and training sessions while contributing to company focus groups and initiatives.

* Full budgetary responsibility, including purchase ordering and payroll management.

* To be fully competent in the use of the relevant ticketing and operational systems, processes and procedures necessary to fulfil the role.

* To liaise with colleagues throughout the business relating to site and departmental activities.

* Performance management of the team to ensure that areas of concern are proactively managed and addressed, while recognising and acknowledging role model performance. To review performance through company appraisal process. Responsible for managing all performance and disciplinary related matters.

* To work collaboratively as part of a team to create a positive work culture through constant communication, integrity, positive energy and pride.

* Should the role requirements and responsibilities change, then these will be reviewed and amended in consultation with the individual

Extra information

* The site is a 24/7 operation, so flexibility of working pattern and availability will be required and a requirement to cover shifts as and when required. There is an expectation to work weekend’s and Bank Holidays.

* The role requires the individual to actively follow company policies including Drug and Alcohol and Equal Opportunities policies

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