Service Delivery Manager London Overground Shift Work - On site Arriva Rail London Closing Date: 29/11/2024 Arriva Rail London is an industry-leading train operating company, responsible for running the London Overground network under a Concession Agreement with Transport for London (TfL) and is part of the Arriva group. Here at Arriva, we are on our way to becoming the leading passenger transport partner across Europe, delivering more than 2.2 billion passenger journeys across 14 different European countries every year. We have a vision to help shape a future where passenger transport is the best choice, through digitisation, sustainability, and continuous improvement, we want you to join us at the forefront of the passenger transport industry Are you a proven, customer focussed manager looking for a new opportunity? Want to have the opportunity to work across the London Overground, leading one of our stations? Do you want completely free travel across London Underground (TFL) and London Overground? We’re looking for passionate Service Delivery Managers to join our team on the London Overground network. While your specific station base will be confirmed when you join us, this is your chance to bring your skills to one of our exciting, fast-paced locations and be part of a network that keeps London moving Responsibilities: You will be responsible for leading all station employees, ensuring customer service and retail standards are continuously delivered. Delivery, through management of your team, our contractual customer centric, obligations with third party stakeholders. This includes providing all customers with up-to-date information, reporting of all faults across the station, station staff visibility, as well as management of any staffing shortages. Work closely with internal teams including control to ensure that accurate and timely service information is readily available for customers and employees at all times. Full ownership and management of the customer service delivery processes to drive continuous improvement in customer satisfaction. Management of staff in the area, ensuring that all human resource activities are carried out in line with company objectives. Monitorisation of Ticket Office auditing and retailing instructions, including remedial and performance improvement actions. Management of cost budgets through efficient rostering, absence management, and consumables orders in a cost-effective manner. Qualifications: Proven experience managing a team of multiple individuals (at least 5), within a customer centric environment. Strong understanding of Health and Safety in the workplace. The ideal candidate would have a strong understanding of the railway as well as contract management, but this isn't essential. Excellent communication skills, with a leadership like personality and a good commercial awareness. Our benefits include: • Free Travel for you and a nominated person at your address on TfL Network - this alone worth total £5,200 per annum • Discounts on European rail services after 1 year of service • Free travel on Arriva branded rail services around the country • 75% discount off of season tickets on other Train Operating Companies • Arriva Village – web-based discounts on various products/services on the high street • Employee Assistance Programme – 24hr helpline, covering a multitude of subjects At Arriva we acknowledge the importance of our people's diverse experiences, talents, and cultures. Embracing diversity and creating inclusion is a key component of our talent strategy. The creation of a diverse, inclusive workforce is central to our ability to unlock potential and enhance our success If you require any reasonable adjustments to be made to the application or interview process, please don’t hesitate to let us know.