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Gateline Team Leader

3 months ago

Streatham, Greater London, United Kingdom FirstGroup Full time

Who are we?

South Western Railway (SWR) operates over 1,500 services each weekday across the network and employs more than 5,000 people. We provide easy and convenient mobility, connecting people and communities in South West London, southern counties of England, and the Isle of Wight.

Join our team and help us continue to improve quality of life, by bringing people together to get the most out of life.

SWR is part of FirstGroup, the largest rail operator in the UK and second largest bus operator in the UK outside London. FirstGroup operates services throughout the UK and Ireland, with over 30,000 employees providing services that make travel smoother and life easier. FirstGroup works hard to reduce its impact on the environment, introducing cleaner and more environmentally responsible methods of transport.

About the job

To lead a team of Gateline staff in providing consistently high levels of customer service, proactively giving support and guidance to team members as necessary and addressing, or where necessary highlighting to the Station Manager/Duty Station Manager any emerging issues which require attention. No budgetary responsibility.

Your main responsibilities will be:

  • Ensure your personal safety and that of others, including that of visitors and contractors at all times.
  • Ensure passenger comfort. Respond positively to enquiries; proactively ensure that the passengers' needs are met within your area of responsibility.
  • Work as a member of a revenue protection team in liaison with RPAs and RPIs and as directed by station management.
  • Carry out Automatic Ticket Gate duties ensuring, within your area of responsibility, their safe use by passengers and undertake ticket checks.
  • Examine tickets, advise accordingly and pass any irregularities to a Revenue Protection Assistant/Inspector, if available.
  • Be fully conversant with the Penalty Fare rules, Railway Bylaws and the National Rail Conditions of Carriage.
  • Be fully conversant with revenue protection standards and policy, ensuring compliance with Revenue Protection Handbook.
  • Ensure ticket office queues are kept to a minimum by directing customers to the Ticket Vending Machines.
  • In times of disruption work, as requested by any member of the South Western Railway management team.
  • Complete relevant reports as required.
  • Check the cleanliness and general environment of Automatic Ticket Gates and take appropriate action to rectify or report faults.
  • Carry out Bus Liaison duties as required during times of engineering work.
  • Report anti-social behavior at stations, in accordance with the company policy and Railway Bylaws, whilst maintaining train service performance.
  • Additional tasks as specified by the local manager and Station Supervisor applicable to the role.
  • Wear uniform (including name badge) and safety clothing as supplied, ensuring that your standard of appearance complies with the company standard and is high at all times.

You'll need:

  • Good general education
  • Strong customer focus
  • Team leadership ability
  • Good interpersonal skills
  • Resilience

Applicants who require a visa must have 6 months remaining at the time of their appointment. Training is full time and you must be able to commit to this.

About the location

London Waterloo train station, situated in the heart of the UK's capital, opened in 1848 and is currently Britain's largest and busiest station. Within walking distance of Waterloo is the London Eye, Westminster Bridge, BFI IMAX, the South Bank and The Old Vic theatre, as well as great connections to all London attractions. It is easily accessible by public transport and is home to a large mix of national brands and restaurants.

Working pattern

Our customers need us all day, every day (except Christmas day) and as part of the stations team, you'll need to able to work shifts at all times of the day and on every day of the week.

On average you will work 37 hours per week over any 4 days, including a mixture of early, late and weekend shifts with the possibility of Nights being added in the future.

Early shifts:

Monday to Saturday:

Sunday:

Late shifts:

Monday to Thursday:

Friday & Saturday:

Sunday:

This role attracts IUP &LSS @ Category 3 rate.

The Reward

In return we offer a competitive salary and a variety of valuable benefits, including:

  • Free duty and leisure travel on SWR services for employees
  • Free leisure travel for spouse/partner and dependants (criteria dependent)
  • 75% discount on many other train operating companies
  • Full training and support with development
  • Large range of exclusive retail offers
  • Excellent pension scheme

We all belong at SWR. FirstGroup's vision is to provide an inclusive environment for all colleagues, across its group of businesses, ensuring all candidates have an equal opportunity to access meaningful employment.

We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.

We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.

We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.

If you require additional support to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.