• To lead and motivate a team of customer service staff on shift to deliver a world class customer service. • Manage all landlord and people management accountabilities on behalf of the Group Station Manager.* Event Operational Manager for Wembley (Football, other Major Events), Waterloo (New Years Eve Celebrations), Westminster (New Years Eve Celebrations, London Marathon, State Events)• To promote London Underground values and behaviours in a highly visible way and to Improve customer service by identifying customer issues and suggesting solutions.• Support the Group Station Managers to ensure that all key targets listed on the scorecard are achieved.• Operational line management responsibilities to maintain a high standard of performance, productivity and competence through clear direction, effective communication, coaching, performance management, training, development, Staff Assessments, and Competency based Interviews to deliver a high level of customer service. • First point of contact for all staff related issues including the general welfare of staff, sickness & absence management, implementing and adhering to policies as set out in the Manager’s Handbook and taking disciplinary action when there is non-compliance.• Develop effective customer relations and partnerships by actively fostering contacts with relevant stakeholder groups.• Accountable to the Group Station Manager for all safety inspections to be carried out on a monthly basis, to action, record all identified faults, to follow up and ensure all were remediated, making sure important safety faults/issues were followed up immediately.• Responsible for making service improvement decisions in partnership with Trains & Service Control teams, as well as with the Infracos• Real-time decision making involving Train & Station operations in collaboration with the Service Control Manager at Neasden Control centre