DESCRIPTION

As part of the Transport UK Group, West Midlands Trains operates around 1,300 train journeys every day, serving over 60 million passengers annually across our two distinct brands – West Midlands Railway and London Northwestern Railway.
We’re committed to delivering a safe, reliable, and customer-focused rail service. Through ongoing investment in our fleet, stations, and people, we’re shaping the future of rail travel.
As part of this commitment, we’re looking to recruit a full-time Area Conductor Manager, based in Crewe.
In this pivotal role, you’ll be the central point of contact for Senior Conductor activity within your area, driving performance in train safety, reliability, and customer satisfaction. You’ll lead on-train service delivery, ensuring our customers receive the highest standard of experience every journey.

SKILLS, KNOWLEDGE AND EXPERTISE

Manage a large, geographically dispersed workforce, ensuring consistent leadership and operational oversight across multiple locations.
Navigate complex employment frameworks, with all Senior Conductor terms and conditions governed by legacy collective bargaining agreements involving the RMT union.
Ensure consistent train service delivery through effective leadership of frontline colleagues and their managers, maintaining high standards of performance and customer service.
Support the achievement of franchise obligations, which are underpinned by the successful delivery of frontline services.

Provide clear leadership and coaching to Senior Conductor Managers and their teams, consistently role-modelling high performance and behavioural standards.
Optimise Senior Conductor resources through effective team management and consistent application of policies and procedures, including attendance, welfare, counselling, and formal casework.
Lead initiatives to enhance NRPS On Train scores, driving improvements in customer experience and service delivery.
Hold Site Responsible Person (SRP) accountability at designated locations, ensuring compliance with safety and operational standards.
Identify, lead, and deliver continuous improvement initiatives focused on train safety, service reliability, and customer satisfaction.
Implement and embed the customer service strategy, ensuring alignment with company values and service expectations.
Monitor and support team development, providing regular feedback, guidance, and addressing individual performance proactively.