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Service Delivery Supervisor (Lower) (8107)

About the team

The stations team delivers a wide range of services to our customers, from being the first and last point of contact in a customer's journey, selling and checking tickets, making sure our customers know where to go, helping them to board and alight services, providing information and help to make the customer experience one to remember. The team is responsible for providing a safe and secure environment, delivering the safe and efficient dispatch of trains and ensuring that all the services provided at the station deliver to the highest standards. Working in a busy and challenging environment, the stations team work tirelessly to ensure a great customer experience is delivered, even when things go wrong.

About the job

The Service Delivery Supervisor is responsible for leading and co-ordinating the stations team to deliver the highest standard of customer service and safety at the station, taking responsibility for managing all aspects of the station whilst on duty. This is a challenging role that demands great leadership skills, flexibility and an ability to respond to the ever-changing demands of a busy railway station

What you'll be doing

Your main responsibilities will be:

  • To manage the operational requirements of the station – all train movements, liaison with the signaller; control and the depot, platform arrangements, co-ordination of dispatchers and train turnarounds


  • To manage the safety and security of the station environment – ensuring processes and procedures are followed and responding to any safety or security issues that arise.
  • Ensuring the safe and punctual departure of trains from the station, following correct dispatch procedures


  • To lead and co-ordinate the platform and gateline teams to deliver the best customer experience and respond to the challenges of running a busy railway station.
  • To oversee the delivery of services from station tenants, contractors, and the ticket office
  • To lead, coach and develop colleague's skills and abilities, taking ownership of colleague welfare in the workplace.

About you

You'll need to be:

  • A great leader and team player, able to remain calm in a crisis and motivate colleagues to deliver the best customer experience at all times.
  • Flexible with a can-do attitude and able to adapt to an ever-changing environment.
  • Confident with decision making and able to prioritise the workload of others
  • Able to work within guidelines and follow processes and procedures with a professional approach and attention to detail
  • GWR Train Dispatch competent
  • A self-starter with strong verbal and communication skills that sets high standards of self and others

As a minimum you'll need to have:

  • Recent experience of working in a busy railway station in an operational role
  • Experience of managing a team to deliver a service direct to customers
  • A good knowledge of the railway operation and systems used
  • Experience of establishing relationships with customers and stakeholders

About the location:

Newton Abbot is the main station for the South Devon Area. It has good transport links to the surrounding area

Working Pattern:

The role requires shift working 7 days a week on a rolling roster pattern including Sundays and Bank holidays

The more varied our workforce, the broader the expertise within our organisation. And the broader our expertise, the greater our chances of innovation and success. That's why we're committed to equality of opportunity, diversity and inclusion at every level.

If you share our passion for the railway then we would love to hear from you.

Close map
Newton Abbot
Station Road, Newton Abbot, Devon, England, TQ12 2JE
  • Ref:
  • Company:
    Great Western Railway (GWR)
  • Website Skillset:
    Customer Service
  • Contract Type:
    Permanent - Full Time
  • Full Time / Part Time:
    Full Time
  • Contracted Hours:
  • Location:
    Newton Abbot
  • Closing Date:
    17 December 2018
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