Euston Station
Lead the Team That Keeps Euston Moving
Euston is one of the UK's busiest and most iconic stations, welcoming thousands of passengers every day. We're looking for an exceptional Shift Station Manager (Passenger Assistance) to lead our teams, support our customers and maximise we continue to deliver a safe, secure and high-quality station experience.
This is an exciting opportunity for a motivated leader who thrives in a fast-paced operational environment and is passionate about delivering outstanding customer service. You'll play a key role in supporting passengers who require additional assistance, leading teams through disruption and major events, and ensuring Euston continues to operate safely and effectively.
Why Euston?
No two days are the same at Euston.
This is an opportunity to develop your leadership career at the heart of one of the most high-profile stations in the country, working alongside industry partners and leading teams who make a real difference to passengers every day.
If you're ready for a challenging and rewarding role where you can influence safety, customer experience and operational performance, we'd love to hear from you.
Join us at Euston Station and help deliver an outstanding experience for every passenger, every day.
This is a 12 month fixed term opportunity with the view to go permanent.
Please note interviews will be held WC 14/09/2026.
What You'll Be Doing
As a Shift Station Manager (Passenger Assistance), you'll be responsible for leading the Passenger Assistance team on overseeing the daily operations, supervises support staff, maximises passenger safety and safeguarding, for groups that need additional support, school children, or adults with additional support using accessible transport. To maximise the station environment, customer service, and travel information are fully inclusive for passengers with disabilities, mobility needs, or sensory impairments at all timed.
You'll:
- Lead and support Passenger Assistance team, providing clear direction, coaching and day-to-day management.
- Respond to incidents, emergencies and service disruption, coordinating resources and leading operational responses.
- Create a positive station environment where customers receive excellent and consistent service.
- Act as a role model and mentor, supporting employee development and performance improvement.
- Manage resources and staffing levels to maximise operational requirements are met.
- Lead on customer service.
- Lead on multi stakeholder engagement and drive the team Euston strategy.
Key Responsibilities
- Policy & Compliance: maximise compliance with station security requirements and the National Rail Security Plan.
- Manage inspections, risk assessments
- Implement and update the station's Accessible Travel Policy and maximise compliance with national rail regulations and equality legislation.
- Passenger Assistance: Oversee the smooth delivery of the Passenger Assist booking system, and staff-led support for travellers as well as overall operations and support to the team during disruption.
- Station Environment: Act as the Person Responsible for Fire Safety and maintain station safety standards.
- Build strong relationships with Train Operating Companies, British Transport Police, retailers and operational stakeholders.
- Conduct regular access audits of platforms, lifts, tactile paving, and accessible toilets to identify and remove physical barriers.
- Disruption Management: maximise alternative accessible transport and clear communication channels (visual and audio) remain fully operational during emergency closures or delays.
- Manage incidents, investigations and improvement plans.
- Staff Training: Identify training needs and coordinate customer service, practical and technical training.
- Stakeholder Engagement: Collaborate with disability user groups, all the station stakeholders, local communities, and the Built Environment Accessibility Panel to review upcoming station upgrades. The successful candidate will be working with all levels of the organisation.
- Manage team competence, rostering and resource planning.
- Accountable for the stations KPI's
About You
We're looking for an engaging and visible leader who can remain calm under pressure and inspire confidence in those around them.
You'll enjoy working with people, building strong relationships and finding solutions to operational challenges. You'll be passionate about people, customer service, committed to safety and motivated by the opportunity to lead teams in a complex and exciting environment.
Experience within an operational, customer-facing or safety-critical environment would be beneficial, along with strong leadership, communication and decision-making skills.
The station is 24/7 operation and may require you to work bank holidays, weekends and unsociable hours.
Essential
- Successful experience in leading and developing teams in an operational customer focussed environment
- Be an exceptional leader in customer service
- Proven track record of customer relationship management with ability to understand customer needs
- Successful experience in operational management in a safety critical industry
- Previous safety management experience, including accident investigation and fire safety
- Proven ability to influence decision making and build cross functional / cross company relationships
- Proven organisation and planning skills
- Understanding financial systems and budgets
- Knowledge of relevant standards and procedures
- Ability to gain appropriate assessor competence *
- Ability to gain Station Incident Officer / Tactical Incident Commander *
- Ability to gain safety management qualification IOSH/NEBOSH *
- Ability to attain Person Responsible for Fire Safety *
- Attain First Aid at Work / Mental Health First Aid *
Desirable
- General understanding of railway industry structure and responsibilities
- Ability to engage in employee relation issues
- Experience in working with groups of people who may need additional support
