Head of Stations
York
From £95,000pa

We're looking for a Head of Stations to join the Customer Experience Management team. You will be responsible for the design and delivery of the customer experience across all LNER Stations including non SFO.

To be successful in this role, you'll need to be a transformational and inspiring leader who is able to drive change across the business. You'll empower the teams around you to deliver the best experience possible at all stations, ensuring quality and consistency across our network.

This role will be responsible for the operational performance through the Right Time, Right Way strategy and will proactively manage the stations through a commercially focused approach.

What will you be involved in?

• Providing inspirational leadership and clear vision and direction to our station teams
• Be accountable for the performance of your teams, role modelling our LNER behaviours
• Contributing to the Customer Experience Strategy and business plan to achieve agreed metrics
• Leading the stations teams to ensure the delivery of customer experience, safety and financial targets
• Ensuring compliance to schedule 17 obligations
• Engaging with customer feedback and design and deliver action plans to address issues and make improvements
• Working collaboratively across the business, ensuring we work as one team
• Being responsible for driving engagement and wellbeing across the business
• Working with the People team to ensure we recruit, train and develop our people, embedding a customer and commercially focused culture
• Overseeing facilities management within the station environment
• Driving an accessibility strategy and property improvements, maintenance and commercial development of station retail.

Who are we looking for?

Our Head of Stations needs to be an inspirational leader with experience of leading and managing large teams. You'll also need to have:

• Substantial customer service experience in a complex environment
• Have experience of safety management and be able to drive a safety first culture
• Be able to drive employee engagement
• Have a commercial focus and be numerate and literate
• Be an effective communicator, from staff briefings to preparing and delivering board level reports
• Have experience managing KPI's and other business plan measures
• Have employee relations experience
• Be able to empower your teams to deliver a quality and consistent service.

Closing date: 26 September 2023

If you can tick those boxes, and more importantly if this role ticks all of yours, we'd love to see you apply via the 'Apply Now' button below!