Assistant Station Manager Talent Pool

We're Trans Pennine Express and we're going places. Whether that's helping customers reach their destination, or ensuring our colleagues feel fulfilled and supported in their careers. We're looking for people with drive and enthusiasm to join our amazing team and help push for more progress within the rail industry. We look forward to meeting new faces and eager minds, ready to join our mission of creating a better-connected network in the North and Scotland, for good.

Are you passionate about customer experience? Do you consider yourself a natural leader who thrives in a role where no two days are the same? If so, please read on—this could be your perfect opportunity!

In this vital role, you'll support the Area Customer Experience Manager (Stations) by overseeing the station's customer proposition delivery and leading a team dedicated to delivering an excellent customer experience. As part of this team, you'll be key in representing TPE, building strong relationships with other Train Operating Companies (TOCs), TPE Delivery Partners and engaging with stakeholders to enhance the customer journey.

You'll work closely with the Area Customer Experience Manager (Stations), leading efforts to keep Hull Paragon Station running smoothly, safely, and efficiently. You'll be instrumental in ensuring customer satisfaction and encouraging a high level of team engagement, all while representing TPE positively and professionally. Hull is a busy and growing Station on our network, with a high volume of commuters, leisure, and tourist travellers—offering numerous career and personal development opportunities.

Customer Service Excellence:

Provide a highly visible shift management presence and for leading delivery of the real-time customer experience proposition.

Team Leadership and Motivation:
Lead, support, and inspire the station's customer experience team. Encourage teamwork, manage performance, and maintain high employee engagement and accountability levels.

Operational Management:
Oversee station operations, including ticket offices and platform areas, ensuring resources are aligned with demand and standards are upheld in revenue protection, scheduling, and recruitment.

Incident and Disruption Management:
During service disruptions, you'll take ownership of the situation, work with TOCs, communicate with customers, and make quick, effective decisions to minimise impacts.

Health, Safety, and Compliance:
Ensure Hull Paragon Station adheres to TPE's health, safety, and security policies and maintains a safe and welcoming environment.

Stakeholder

Collaboration:

Work closely with Network Rail, other TOCs, and station Delivery Partners to deliver a seamless customer experience and build positive relationships across the rail network.

The ideal candidate will demonstrate:

- Customer Focus: A passion for delivering top-notch customer service, with a positive approach to problem-solving and a commitment to enhancing customer journeys.

- Leadership

Skills:

Previous experience in a supervisory or management role within a customer service environment, such as transportation, retail, or hospitality.

- Adaptability and Resilience:
An ability to remain calm and composed during challenging situations, with the flexibility to handle the unexpected and make effective decisions.

- Operational Knowledge:
While rail industry experience is desirable, we welcome candidates willing to learn. Full training will be provided for the right individuals.

-Strong Communication and Technical

Skills:

Strong math and English proficiency, good computer literacy (Microsoft Office), and excellent verbal and written communication skills.

- Flexibility to work various shifts, including weekends and evenings, with occasional on‑call duties.

At TPE, we believe in putting our customers first and fostering a supportive work environment. As an Assistant Station Manager, you'll have the opportunity to contribute to the future of rail services at Hull Paragon Station and across our growing network. We offer a competitive salary, professional development opportunities, and the…