Duty Manager
Ready to lead a team that keeps our stations safe, smooth and customer focused?
National Express is looking for a Duty Manager to help lead the day to day running of our coach station, creating a safe, secure and welcoming environment for our customers and colleagues. If you thrive in fast paced settings, love supporting people and enjoy taking ownership of operational decisions, this role puts you right at the heart of our station experience.
You will coach and motivate our Customer Service Advisors, support the Senior Coach Station Manager and act as the on site leader when required, making sure every shift runs safely, efficiently and with great customer service at its core.
This role works 5 days out of 7, including weekends, between 06:15 and 23:00.
If successful, you will be invited to an assessment day on 9 April.
What you will do
- Lead the day to day running of the station, ensuring shift plans are efficient and communication flows smoothly.
- Support customers, colleagues, drivers and external partners with confidence and professionalism.
- Manage and support staff in line with National Express policies, including performance, absence and conduct.
- Create an empowered, engaged and inclusive working environment.
- Identify training needs and support development through iLearn and PDRs.
- Support recruitment, induction and training of new Customer Service Advisors.
- Ensure full compliance with FCP, ticketing systems and operational procedures.
- Deliver clear communication through daily briefings, team meetings and one to ones.
- Promote community engagement and support CSAs to get involved.
- Maintain high standards of health, safety and environmental compliance.
- Understand and support delivery of site action plans and KPIs.
- Complete administrative tasks including staff records and financial paperwork.
- Deputise for the Coach Station Manager when required.
What you will bring
- Strong customer service experience in a fast paced environment.
- Experience leading and motivating teams.
- Confidence in managing health and safety responsibilities (IOSH is an advantage).
- Excellent communication skills and the ability to build trust quickly.
- Good stamina and fitness to work in a busy, active environment.
- Ability to work shifts including weekends, bank holidays and Christmas Day.
- Comfortable using Google Apps, Word, Excel and PowerPoint.
What you get for bringing your best
- Free bus and coach travel across the National Express network for you.
- Complimentary travel for your nominated person or bus travel for your partner.
- Life assurance and a strong company pension.
- Access to our Employee Assistance Programme.
- A private online GP service for quick, stress free support.
We are building an inclusive workplace that reflects the communities we serve, and we actively welcome applications from everyone. If you need any adjustments during the recruitment process, just let us know.
A quick heads up: if we receive a high number of applications, we may close the advert early. If this role feels like your next step, now is the time to jump in.
Things to Note...
At National Express, we are really proud of our health and safety record and as a result, we operate a Drugs and Alcohol Policy which is applicable to all employees.
As part of your initial assessment, we will complete Drug and Alcohol testing and you may be subject to random tests during your employment.