Location: Based at Liverpool Central
Contract Type : Full time, permanent.
Hours: 35 hours per week, Monday to Saturday, shift based with contracted Sundays.
Your Journey Starts Here
We have an exciting opportunity for a Station Duty Manager to join our station management team. This role plays a major part in contributing to Merseyrail’s present and future growth making Merseyrail the transport of choice and playing a vital part in our continued success. This role is based at our busiest station and comes with the rewards of leading a team to deliver the best customer service.
A Station Duty Manager is responsible for the safe and efficient performance of our stations ensuring that all of our customer’s needs are met.
Some of the main responsibilities of the role include:
- Supporting the wider station team in delivering excellent customer service.
- Responsibility for the safety of our customers and stations.
- On a shift basis, ensure that all environmental, facility fault rectification and operational issues are managed to the required standards.
- Day to day responsibility of maintaining standards and compliance issues at all times around the Merseyrail network.
- Acting as the person in charge in the event of service disruption, events or incidents, taking control of incidents and delivering a consistently high standard of response.
- Undertake safety compliance, rules training, assessments and examinations ensuring that all staff are competent within their role, making recommendations for improvements as appropriate.
- Complete all accident reporting documentation and investigate accidents as required, providing a report with recommendations.
- First line on call and out of hours rostering as required.
This is a diverse role, there is a lot to learn, and every hour / day throws up a new challenge therefore it requires an individual who can be well organised, be able to deal with pressure and reactive situations whilst thinking on their feet. You must have a positive and engaging personality with our customers and colleagues.
You should possess good communication skills (both written and 1-2-1) with the ability to deal with confrontation in a calm and professional manner in a fast paced ever changing environment.
An understanding on how to deliver and evidence KPI’s and targets.
The successful applicant would need to be flexible as the role involves working shifts outside of public transport hours, some of which will be at short notice and could be at any location on the Merseyrail network.
Our people are at the heart of our success. We rely on every employee to help deliver the best possible experience for our customers and that’s why we believe in recognising and rewarding great work. When you join Merseyrail, you will have access to an extensive and competitive range of benefits designed to support you both professionally and personally.
The Benefits of Being Onboard
- Final salary pension scheme
- Free staff travel on our network – unlimited free travel on Transport UK train operators and Northern Rail.
- Discounted national rail travel – 75% discount on other train services across the UK, expanding to Europe after one year of service.
- Family rail travel – your partner and dependants can also benefit from rail travel passes.
- Health Shield membership – access discounted health and holistic care services.
- Access to GP Anytime – speak face to face with a qualified GP, whenever you need to.
- Hapi-benefits portal – enjoy savings on shopping, lifestyle and holidays.
- Employee achievement and long service awards.
- Involvements in major city events – play a key role in in keeping our city moving during major events, working together as one team.
What You Need to Know
Merseyrail reserves the right to close this advert early if we receive a high volume of applications. Incomplete applications may not be progressed or given additional time to complete in these circumstances.
Diversity Drives Us
As an equal opportunities employer, Merseyrail particularly welcomes applications from Black, Asian, Minority, Ethnic (BAME) backgrounds as they are currently underrepresented. All appointments will be made on merit of skill and experience relative to the role.
Using AI? Be Authentically You
We understand some applications may use AI tools to help refine their application and that’s fine. However, we’re most interested in your experience in your own words. Answers that feel overly generic or lack personal insight may be discounted, so please make sure that your responses reflect you.
Merseyrail stands out as one of the most punctual and reliable rail networks in the UK. Over the last 15 years, we consistently achieve customer satisfaction scores above 90%, winning multiple national awards for our exceptional customer service and punctuality! With around 1,200 employees, we recognise that our team members play a vital role in our ongoing success. We’re committed to investing in the development of our people and fostering inclusive practices that empower everyone at Merseyrail to reach their full potential.
As a self-contained network, we proudly offer the most affordable fares in the country. We operate over 600 regular services daily to 69 stations throughout the Liverpool City Region, with our four underground stations running trains every few minutes. On average, more than 90,000 passengers travel with us weekdays, and Liverpool Central station ranks among the busiest stations outside of London.
We’ve modernised significantly in recent years, with our new state-of-the-art trains now on the network. These brand-new electric and environmentally friendly trains, designed specifically for the Merseyrail network, feature pioneering sliding step technology, making us one of the most accessible networks in the UK. We’ve also refurbished many of our city centre stations, achieving step-free access at two-thirds of Merseyrail stations. We are working closely with the LCRCA to achieve our Metro Mayor's vision of a step-free network by 2030. We’re also developing use of online ticketing in the near future, to then be followed by the introduction of barriers requiring just a tap of a contactless bank card.
We are actively engaged in the continuous development of our network. In 2023 we opened Headbolt Lane station, which extends the Kirkby line and benefits many additional passengers in the local area. Additionally, plans are underway for a new station, Liverpool Baltic Station, located just south of Liverpool City Centre. This station will serve the Baltic Quarter, the city's fastest-growing area, which is recognised as one of the UK's coolest neighbourhoods.
