Job Title: Duty Operations Manager

Location: Northampton

Responsible to: Customer Service Manager

Grade: PM1

Safety Status: Safety Critical

Pay: Up to 38,000 p.a

Hours of Duty: 37 hours Sunday to Saturday

Shift patterns

Purpose of the job

To directly manage, lead, control and monitor all station staff and activities associated with nominated station in order to deliver a high quality service, focus on customer excellence and maintain high safety and quality standards.

To lead on minimizing the operational impact of disruption at the nominated station, including supervising train crew, disseminating relevant information in a timely fashion in line with PIDD and other requirements, and working closely with Network Rail to ensure service restoration. To dispatch trains services as required.

Key Responsibilities

· To lead and manage the company’s team and assets at Northampton Station, including budgetary and rostering responsibility

· To manage the competency systems for Train Dispatchers as per the company’s Standard- if required

· To deliver an effective roster for the station team and have a full understanding of the rostering requirements for Driver and Conductors

· To ensure high levels of customer service are provided at all times

· To ensure the safe and punctual dispatch of trains

· To maximise station revenue income

· To ensure personal and team compliance with all safety responsibilities as detailed in the appropriate Safety Responsibility Statement.

· To dispatch Trains service as required.

During Disruption:

· To coordinate and organise Conductors and Drivers movements during disruption or when necessary. Liaising with relevant DCTMs and Drivers and Conductors

· To liaise with Control rooms from the company, Network Rail and other TOCs to manage train movements in disruption or when there when there is out of the ordinary events

Key Accountabilities

· This role will robustly manage all station operations

· Ensure compliance with the requirements of the Health & Safety at Work Act

· Ensure a high level of customer service is provided at all times

· Ensure staff and customers are provided with the available accurate and timely information

· Comply with all appropriate rules and regulations to the role

· Maintain a daily log and record events which affect or occur on the station to include delays, re-platforming and other events affecting the train plan

· Ensure all uniform, name badge, safety shoes and personal protective equipment is provided and worn as required

· Report accidents, mishaps and incidents in accordance with the accident reporting procedures and provide reports to the CSM/APSM and Safety team as required, including carrying out evacuation duties as required

· Ensure compliance with all safety responsibilities as detailed in the appropriate Safety Responsibility Statement.

· Have a full understanding of the Conductor and Driver Terms and Conditions and rostering arrangements

· Report any defects arising at the station in line with the fault reporting procedures

· To work with the facilities team on special projects related to the station environment

· Robustly manage the company’s interests with Network Rail at Northampton

· Act as a focal point for receiving and disseminating information to train crew as required

· Undertake competency Management for relevant teams

· Any other duties commensurate with the grade and post and as required.

· To manage Tenants at Northampton Station, Wolverton and Long Buckby stations

· To undertake the management of Wolverton and Long Buckby Stations

· To work with local authority’s to promote and protect the company’s interests in the local community

· To manage events that require special arrangements and or crowd control management

During Disruption

· Manage disruption, including directing of train crews in liaison with affected DTCMs and Control

· Liaise with the company Control and DTCMs to identify train crews for train services and use train crew diagramming information to forward plan train crew duties

· Manage information provision to meet PIDD requirements, directing other staff where appropriate

· Monitor train running and take action to ensure that train crew resources are deployed effectively, working closely with the company control the customer information point and resource schedulers particularly at times of disruption

· In an emergency situation follow the Rulebook requirements in terms of reporting an incident and respond to the incident in accordance with training provided

· In an emergency situation be prepared to assist until resolved or until relieved by an appropriate person

Main tasks

· Assess and develop customer services skills within team of staff

· Provide constructive feedback to team with the aim of ensuring continuous improvement

· Manage and carry out train dispatch procedures correctly in line with station policy and safety guidelines

· Ensure all station staff maintain safety critical competence, carrying out regular assessments and keeping accurate records- if required

· Provide a high quality ticket retailing and customer care service, complying with the current company and ATOC ticket retailing instructions and guidelines.

· Ensure that customers are provided with products that meet their requirements together with the correct and timely assistance

· Ensure all information provided to customers is up to date, accurate and easy to understand

· Proactively ensure that information is communicated within the station team and to other locations as appropriate

· Carry out the initial stage of the Managing for Attendance and performance management procedures where required

· Provide reports and information as required

· Prepare weekly customer service rosters for authorisation by line management, ensuring hidden and working time regulations are complied with

· Distribute weekly rosters in accordance with agreed procedure

· Maintain accurate and comprehensive records of all staff leave, sickness, Sunday working, Hidden 18 and other information associated with rostering activities

· Ensure accurate and up to date information is displayed on appropriate information screens

· Maintain Health & Safety notice boards with up to date information

· Carry out team briefings where required

· Carry out and accurately record regular station inspections as detailed in the company procedures

· Carry out security checks in line with current risk levels

· Manage the nominated station in times of disruptions, ensuring effective communication with all relevant staff (including those of other Train Operating Companies)

· Implement the company’s Emergency Plan where necessary

· Manage stores, supplies, uniform and stationery, ensuring sufficient stock is ordered, waste is avoided and accurate records are maintained

· Report all defects arising at the station according to the fault reporting procedures

· Monitor CCTV where required

· Ensure all uniform, name badge, safety shoes and personal protective equipment provided is worn as required

· Deputise for Customer Service Manager where required

· Any other duties commensurate with the grade and post and as required.

During Disruption:

· To coordinate and organise Conductors and Drivers movements during disruption or when necessary. Liaising with relevant DCTMs and Drivers and Conductors

To liaise with Control rooms from the company, Network Rail and other TOCs to manage train movements in disruption or when there when there is out of the ordinary events

Person Specification

· Excellent communicator

· Attention to detail

· High standard of personal presentation and professionalism

· Able to work to the highest standards setting an example for staff

· Excellent interpersonal skills & an effective decision-maker

· Positive attitude

· Willingness to work unsociable hours

· Numerate and Literate

· Computer Literate

· Ability to remain calm under pressure

· Able to organise others to maximum potential

· Friendly, open approach and proactive when dealing with customer requirements

· Willingness to attend training courses as necessary

· Ability to learn and understand rules and regulations that relate to the role

· Flexible to the requirements of the job

If interested, please call MPI on <phone number removed> and ask for the Rolling Stock department.