Damian Hayward
Reading,UK
Summary
Operational leader with extensive experience in managing high-footfall stations, leading teams, and planning events. Proven expertise in safety and security management, including TRANSEC inspection improvements and IOSH safety training. Skilled in incident investigation, performance management, and setting KPIs. Adept at training and development, with certifications as a Violence at Work trainer, Mental Health First Aider, first aider, and fire warden. Recognised for exceptional customer service and community engagement, with awards for customer service excellence. Successfully planned major events such as Reading Festival operations and managed peak events like Ascot. Collaborates effectively with stakeholders including tenants, Network Rail, and police to enhance training, audits, and security measures. Demonstrates resilience under pressure with strong recruitment aptitude and complaint handling skills.
Overview
35
35
years of professional experience
2
2
years of post-secondary education
Work history
Duty Station Manager
Great Western Railway
Reading
2010.02 - 2026.04
- Promoted internally from Service Delivery Assistant to Platform Supervisor to Duty Station Manager.
- Responsible for safe dispatch of a wide variety of trains; eight years' experience in dispatch operations.
- Managed and led safety and security improvements at Reading Station; appointed station security lead and delivered training, documentation, and weekly audits that transformed TRANSEC grading from threatened closure to outstanding.
- Managed performance issues using the company's poor performance procedures; held formal meetings, maintained records, delivered retraining, and implemented corrective plans.
- Delivered business and safety briefs, violence at work trainer, and mental health first aider.
- Planned and executed Reading Festival station operations and managed other major events and severe disruption scenarios (mass signal failure, severe weather, fire evacuations, Queen's funeral, OLE wires down at Reading station, as well as across the GWR region).
- Conducted investigations into irregular occurrences, including incorrect dispatch, doors on the catch, and serious injuries; completed 72-hour reviews and follow-up actions.
- Delivered revenue inspector training and coached Gateline colleagues on penalty fare procedures.
- Carried out day-to-day duties accurately and efficiently.
- Successfully delivered on tasks within tight deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours, covering nights, weekends and bank holidays.
- Supported the team by demonstrating respect and willingness to help.
- Offered friendly, efficient customer service and handled challenging situations with ease.
- Consistently arrived at work on time and ready to start immediately.
- Displayed energy and enthusiasm in a fast-paced environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Used Microsoft Word and other software tools to create documents and clear communications.
- Applied critical thinking to analyse problems, evaluate solutions and select the best decisions.
- Supported other stations on emergency secondment (Ealing Broadway) to raise standards.
- Regularly meet KPIs set by Flagship Station Manager; recently tasked with improving platform staff visibility and standards.
- Reason for leaving previous role: Found a better job on the railway.
- Improved efficiency and productivity by acquiring new skills.
Bakery Manager
Tesco
Reading, West Berkshire
2008.01 - 2010.02
- Managed day-to-day bakery operations and staff across the store.
- Achieved KPIs on a six-monthly basis; responsible for training (including H&S), stock ordering, wastage control and record keeping.
- Served as first aider and fire warden; enforced company standards and drove continuous improvement.
- Reason for leaving: Company relocated to Wales; chose to remain in Reading for family reasons.
- Implemented new product lines for increasing customer interest.
- Streamlined baking processes for improved productivity within the team.
- Ensured consistent quality by strictly following recipe instructions and production schedules.
- Monitored equipment maintenance to prevent unexpected breakdowns during operation times.
- Maximized profitability through waste control measures and efficient use of resources.
Night Shift Manager
Ultrapharm
Henley on Thames, Oxfordshire
2000.01 - 2008.01
- Managed night shift operations, met company KPIs and enforced strict safety procedures for hazardous ingredient handling.
- Implemented waste reduction and quality improvement procedures; conducted staff appraisals.
- Performed skilled artisan production duties; served as first aider and fire warden.
- Reason for leaving: Offered a better job.
- Implemented inventory checks to avoid stock shortages.
- Upheld high standards of cleanliness in line with health and hygiene regulations.
- Delegated tasks fairly amongst staff members, promoting teamwork and efficiency.
- Trained new employees on company policies and procedures, guaranteeing standards were met.
- Managed night shift operations, ensuring smooth running of the business.
- Maintained communication channels with day staff, promoting seamless operations.
- Assessed performance of staff and provided feedback for improvement.
- Ensured compliance with safety regulations for a secure working environment.
- Drove a culture of continuous improvement, working with senior management to communicate and address areas of concern.
- Performed concise and accurate handovers to day manager at end of shift.
- Organised briefing for night shift staff to follow instructions.
- Led employees during night shifts to deliver outstanding customer service and comply with quality standards.
Deputy Bakery Manager
ASDA
Reading, West Berkshire
1991.05 - 1999.12
- Progressed from trainee baker to deputy manager; assisted with bakery management and staff supervision.
- Delivered training, maintained records, managed stock and ensured a safe environment for staff and customers.
- Handled customer complaints promptly, ensuring satisfaction and return visits.
- Maximized profitability through waste control measures and efficient use of resources.
- Managed daily bakery operations, ensuring smooth workflow.
- Supervised a team of bakers, promoting efficiency in the workplace.
- Developed excellent customer relationships through effective communication and service delivery.
- Trained junior staff to deliver quality production and operations services.
- Developed production schedules for manufacturers to meet targets.
Education
CMI Operations Departmental Manager Level 5 - Operational Management
Exeter College
Exeter, Devon 2023.02 - 2025.08
Mental Health First Aider - Trained (company and staff support)
GWR
ReadingIOSH - Safety
GWR
ReadingViolence at Work Trainer - Internal GWR qualification
GWR
ReadingAccident Investigator - Safety
Assestech
SwindonFirst Aider and Fire Warden - Trained and current
GWR
ReadingAdvanced Bakery Manager - Food
CCFRA Technology Ltd
Reading 2009.03 - 2009.03
Skills
- Operational Leadership: Daily management of a large, high-footfall station; team leadership and event planning
- Public speaking
- Communication skills
- Safety and Security Management: Station security lead; TRANSEC inspection improvements; trained IOSH safety practitioner
- Incident Investigation: Conducts 72-hour reviews and accident investigations; accurate record keeping and corrective action
- Performance Management: Managing poor performance processes; dispatch monitoring; setting and meeting KPIs
- Training and Development: Violence at Work trainer; Mental Health First Aider; first aider and fire warden
- Customer Service and Community Engagement: Extensive customer-facing experience; awards for customer service; community outreach
- Event Planning and Crowd Management: Planned and ran Reading Festival operations; managed peak events such as Ascot
- Stakeholder Collaboration: Worked with tenants, Network Rail, and police to deliver training, audits, and security improvements
- Calm under pressure
- Recruitment and hiring aptitude
- Complaint handling excellence
- Resilience under pressure
References
Available on request.
Achievements and Awards
Two Gold Customer Service Awards at GWR., Commendation from Police for customer service/security work., Praised for producing and implementing the Red Zoning document at Reading Station., Successfully transformed Reading Station security standards and TRANSEC inspection outcome.
Affiliations
- Reading
- Football
- Baking
Accomplishments
Distinction in Operational Management at the age of 50, which is equivalent to a Foundation Degree, focusing on operational strategy, leadership, finance, and project management to drive organisational performance.
British Transport Police: Divisional Commanders' Commendation, for dedication to the preservation of life following my becoming aware of a male who had stopped breathing on the platform at Reading station.
Disregarding the relentless weather conditions, I continued to give CPS to the male until the ambulance services arrived.
Additional information
- Availability: Immediate.
- Right to Work: UK.
Timeline
CMI Operations Departmental Manager Level 5 - Operational Management
Exeter College
2023.02 - 2025.08
Duty Station Manager
Great Western Railway
2010.02 - 2026.04
Advanced Bakery Manager - Food
CCFRA Technology Ltd
2009.03 - 2009.03
Bakery Manager
Tesco
2008.01 - 2010.02
Night Shift Manager
Ultrapharm
2000.01 - 2008.01
Deputy Bakery Manager
ASDA
1991.05 - 1999.12
Mental Health First Aider - Trained (company and staff support)
GWR
IOSH - Safety
GWR
Violence at Work Trainer - Internal GWR qualification
GWR
Accident Investigator - Safety
Assestech
First Aider and Fire Warden - Trained and current
GWR