Passenger Services Support Team Leader - North

Job Introduction

Are you looking for a career where you can make a real difference in people’s day. 

We are seeking a Passenger Services Support Team Leader to join our team based from a number of London Station locations or Erith. The role will also be hybrid working with the ability to work from home when not required in the Office.

Can you move people? Apply now.

What you’ll do

Reporting to the General Manager - North, this role will work closely with other members of the Passenger Services leadership team and other departments across the business to help to deliver our strategic priorities, providing seamless and efficient administration and coordination, through leading a team of Passenger Services Support Administrators. 

The role is a central point of co-ordination, ensuring the delivery of high-quality support services and maintaining excellent service standards. Therefore, you need to have excellent Stakeholder engagement skills with the ability to communicate effectively with a large range of Stakeholders including Station Staff, Senior Managers and Directors. 

We will trust you with....

You will have a number of duties and responsibilities within this role that include but are not limited to:

People leadership

You will be responsible for leading, developing & motivating a team of Passenger Services Support administrators, to ensure the efficient running of the support function for all stations administration and coordination as well as overseeing workload allocation to ensure effective use of team resources.

Continuous improvement

This role will have a large focus on continuous improvement. You will be responsible for reviewing all administration and coordination processes & workflows to then suggest recommendations and lead on implementing these recommendations to evolve our ways of working whilst identifying training needs within the team and coordinating appropriate development opportunities. 

Management information

You will be responsible for reviewing dashboards contained within the Station hub and providing management information (MI) insights to share with Stations Leadership teams.

You will be preparing SET Board papers and other related meeting material (e.g. presentations) paying close attention to detail and then developing the associated business periodic reports and KPIs.

Operational support for GM

You will be delivering briefings to GM’s and their management teams to ensure that all are sufficiently briefed for key stakeholder meetings, collating information and sense checking information being provided by other business areas. 

You will be flagging any key issues and offering suitable suggestions/mitigations ahead of time as well as facilitating and managing schedules, agendas, content and logistics for General Manager meetings throughout the year, ensuring all relevant content and reports are captured and communicated in an appropriate way. 

Other duties will include:

• Designing and overseeing the Governance and ‘Operating System’ of Passenger Services (to include meeting hierarchy, frequency, Terms of Reference, and decision-making structures 
• Attending leadership meetings to ensure that key actions are captured and followed up by the business as required as well as offering your own advice and suggestions to influence outcomes as appropriate.
• Any other administration duties as required by GM, including leading small projects that require administrative support.

The experience you’ll need

To be considered for this role we recommend you demonstrate the below in your application;

• Extensive experience of managing cross-functional relationships
• The ability to multitask and prioritise with changes in scale, scope, and project deadlines
• Be a smart, empathetic communicator, with excellent written communication skills for use with social media, building presentations (PowerPoint) and analysing data (Excel)
• The ability to interact with senior management, building effective relationships across the business and engage with a variety of Stakeholders throughout the business
• The ability to work in a confidential and discrete manner
• Be highly organised with a strong attention for detail
• Be curious and energetic, with a positive ‘can do' mindset.
• People management experience preferable

As proud members of the Armed Forces Covenant and Disability Confident Scheme, we will offer you an interview if you apply under these schemes and meet the minimum criteria for the role. Find out more here. 

Other things to know

• This vacancy may close early if we receive a large number of applications. So, make sure you get yours in early.
• All offers of employment are subject to satisfactory references, a right to work verification, a basic criminal record check, and a pre-employment medical assessment. Work visa sponsorship isn’t available for this role.
• If you applied but weren’t successful in getting a similar role at Southeastern, please wait six months before applying again.

Find out more about our recruitment process and get tips to help you apply.

What you’ll get in return

Along with your salary, the rewards you’ll get include:

• a final salary pension
• 24 days annual leave allowance (plus bank holidays)
• free rail travel across our networks.

Meaning you can feel secure in your career as well as fulfilled by your work. Click here to see our full range of amazing benefits.

A bit about Southeastern

We’re one of Britain's busiest train operators, serving London, Kent and parts of East Sussex. We run over 1,700 trains a day, carrying more than 500,000 passengers and serving 180 stations.

However, working on our railway is more than getting passengers from A to B. It’s about all the little moments that make a difference to their journey.

It’s also about making our railway a great place to work. With a team that represents the communities we serve. This is a journey we’re fully committed to and we’re proud to have been named a ‘Great Place to Work’ at the 2023 National Rail Awards and endorsed as a WORK180 Employer for Women.

Our ways of working are what we expect of everyone at Southeastern. They are powerful. Tiny moments, every day, from every one of us, add up to massive, positive change. Improving how it feels to work here and how it feels to travel with us.

Learn more about our railway and what we achieved in 2023.