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Service Delivery Supervisor (Lower) (8989)

Who we are:

GWR is the proud custodian of one of the most prestigious railway networks in the world. Our services call at over 275 stations, stretching across the South West of England.

We aim to transform the way people think about rail travel by setting a new standard – a better experience for our customers. Together we will restore the railways as a very special way to travel – relaxing, fast, efficient, friendly and fun.

About the team

You will be part of a diverse team, who are passionate about delivering for our customers. They work together, using their varied skill-set, to resolve customer issues and ensure the best possible experience for our passengers.

About the job

As Service Delivery Supervisor you will be responsible for leading the station team which includes the Platforms, Sales Office and Gateline whilst you are on shift. You will need to be proactive and have strong problem-solving skills

What you'll be doing

Your main responsibilities will be:

  • Leading and coordinating station staff to deliver the highest standards of customer service and safety at the station
  • Providing the highest levels of customer service and being proactive to customer needs
  • Ensuring the safe and punctual departure of trains from the station, following correct dispatch procedures
  • Providing information and assistance to customers
  • Ensuring the safety of customers, staff, visitors and contractors is given the highest priority
  • Maintaining a safe, pleasant and clean station environment
  • Ensuring customer security by maintaining a strong visibility within the station

About you

You'll need to be:

  • Able to deliver exceptional front line customer service
  • Experience of leading a team
  • Able to demonstrate the ability to lead front line customer service
  • A Self-starter with a can do attitude
  • Confident when decision making
  • Able to remain calm yet directive in a crisis

As a minimum you'll need to have:

  • Evidence of directly working within a team
  • Evidence of numerical ability
  • Strong verbal and written communication skills

The Reward:

As well as a great team environment and comprehensive training, all GWR colleagues enjoy a range of benefits including defined benefit salary pension scheme, free rail travel across the GWR network for you and your family, company-sponsored health care plan, childcare vouchers and an Employee assistance programme.

About the location:

Exeter St Davids is a major interchange station and is very busy with over 3.5 million customers using the station every year and has approximately 200 trains per day arriving and leaving the station.

Working Pattern:

This role involves working shifts covering weekends and bank holidays and operates to a rolling roster as follows:

Early shifts are 05:20 – 1400   /   Late shifts are 13:20 - 2200.

There is also a requirement to do nights shifts as and when required, the hours being 2145 start and finishing at 0545.

This position is permanent full time but is a GPR (General Purpose Relief) which covers for holidays and rest days when needed

Additional Information:

The successful candidate will be required meet the safety critical medical standards for this role.

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.


 
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Location
Exeter St David's
Bonhay Road, Exeter, Devon, England, EX4 4NT
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  • Ref:
    8989
  • Company:
    Great Western Railway (GWR)
  • Website Skillset:
    Customer Service
  • Contract Type:
    Permanent - Full Time
  • Full Time / Part Time:
    Full Time
  • Contracted Hours:
    35
  • Location:
    Exeter St David's
  • Closing Date:
    21 January 2019
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