Passenger Host Team Leader

2 days ago

Brighton East Sussex, United Kingdom GTR (Govia Thameslink Railway) Full time

Are you a customer focused individual who wants to lead a team? Do you have an experience of leading teams within a customer service based industry? We have an excellent opportunity within our Customer Service department for a Passenger Host Team Leader based at Brighton. We are seeking a self-motivated person who will report to the Revenue Protection Manager, leading a team of Passenger Hosts. You must be comfortable and effective in guiding your team and providing them the support and development they need to enable them to perform their roles effectively. As a Passenger Host Team Leader , you are a key member of staff whose responsibility is to provide a high level of information to our customers as well as a feeling of safety, security and well-being whilst protecting the revenue of Govia Thameslink Railway. Our vision is to provide our customers with a welcoming, seamless, well-informed, consistent and relaxed travel experience which will encourage additional and repeat business whilst ensuring our customers consistently talk about our service positively. Key to your role, at all times, is being visible and anticipating the needs of the customer to meet their expectations. You and your team will often be the first point of contact our customers will meet on their journey. These roles cover 24 hour operation, so due to the shift times you must live in the local area and have available independent transport to ensure that you arrive at the station for the first shift and work your last shift as required as there may not always be a train service available. Experience / Skills / Requirements A demonstrable ability to engage, guide and motivate your team A proactive approach coupled with passion and ability to support and develop your team Exceptional levels of customer service, each and every time – you will be a role model for others to follow Demonstrable experience of managing customers effectively in difficult environments Process and procedures for cash handling knowledge You must be able to demonstrate a high level of numerical ability An effective communicator and must be able to demonstrate this both through your application and or assessments Confidence to make decisions in a customer focused manner and carry out instructions effectively

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