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Passenger Experience Delivery Manager

Job Title Passenger Experience Delivery Manager
Salary £50,000 to £55,000 per annum
Based at Friars Bridge Court
Grade MG2
Allowances None
Shifts Yes
Hours of work 37
Job Expiry Date 23 Apr 2019

Overview of the Passenger Experience Delivery Manager Role

About us

Southeastern is one of the busiest commuter rail companies in the UK running more than 2,000 trains, and carrying nearly 600,000 passengers every day between London, Kent and East Sussex. We also run the UK's only high speed train service on our 'Javelin' trains with a top speed of 140 mph.

Just over 4,000 employees - mostly from the communities that we serve - work together to provide this vital service and we are looking to expand our successful team. We have a strong set of values that shape the way we run our business and guide our staff in delivering what our customers need. These are:

  • We care passionately about our people and our passengers
  • We make the difference together
  • We aim to be the best

Your role

We are seeking applications for a Passenger Experience Delivery Manager based in our control centre in Blackfriars.

As Southeastern shift manager in our network control centre, you will be responsible for leading and managing your team of Train Service Managers, Resource Managers, and Communications experts to ensure we provide a safe and exceptional high performing train service alongside Network Rail staff.

You will be required to use your brilliant problem-solving skills to keep things running smoothly responding to any unforeseen problems as and when they arise. This will include incident management and implementing service recovery plans at the earliest opportunity, delivering excellent customer satisfaction and confidence in our services across Kent and the South east of London routes.

This is a vital role that requires passion, enthusiasm, a calming nature in stressful conditions yet strong personality skills setting a high bench mark for performance levels.

About you

To excel in your role, you will need:

  • Excellent leadership and critical thinking skills
  • Resilience and the ability to remains calm and self-controlled under pressure
  • Previous Management or Supervisory experience in a control or operations environment
  • A passion for delivering an excellent passenger experience and a desire to constantly improve the service we offer
  • Excellent written and oral communication and IT skills
  • Ability to create own inputs and influence at a number of levels in the organisation.
  • Ability to produce and implement emergency plans when required
  • Thorough knowledge of the relevant geography, including stations and track layouts and services operated by Southeastern.
  • Good knowledge of relevant railway operating, rolling stock, engineering, train crew and station procedures

Working here

This is a 24/7 role covered by a six week rolling shift pattern of early, late and night shifts with 12 hour weekends.  You will be based with your team alongside Network Rail staff in our integrated control centre near Blackfriars in London. 

Extra benefits

Southeastern recognises the value of every individual employee and offers benefits that reflect this.

As well as a salary circa £50k, we offer an impressive benefits package which includes a Contributory Final Salary Pension Scheme and free travel on Southeastern, GTR, and Gatwick Express rail services. After a qualifying period, you can also look forward to reduced rate travel on other train operators, including European services – benefits which extend to family members

You’ll receive 25 days annual holiday entitlement (excluding bank holidays) and access to an array of discounts for retail and leisure products.

Next steps

If you like what you’ve read here and think you are the person we’re looking for then we’d like to hear from you.

Please visit our website to complete our application form.

As part of our recruitment process you will complete a series of aptitude tests, and undergo a medical and drugs/alcohol screening, prior to employment.

Southeastern welcomes applications from a diverse range of candidates regardless of background, disability or gender and is committed to creating a workforce as diverse as the communities we serve

All offers of employment are subject to us obtaining satisfactory references (covering all education, training, employment and unemployment in the preceding 5 years and any previous railway employment). We will also complete right to work in the UK and criminal record checks. This is to ensure we are employing the best person for the role and to protect our customers, colleagues and our reputation.

This post will close before the intended closing date should sufficient number of suitable applications be received. Therefore, if you are interested in applying for this role, we suggest that you do so at the earliest opportunity to avoid disappointment.

Note: Southeastern has a zero tolerance policy on the misuse of drugs and alcohol by employees, therefore you will be required to attend a medical assessment and undergo a Drugs and Alcohol Screening prior to joining Southeastern. If you fail the drugs and alcohol screening or refuse to take the test, your offer of employment will be withdrawn.

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