Customer Service Supervisor

2 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 your section of the station team at London Waterloo to provide a safe environment whilst delivering excellent customer service and a smooth operations at all times. To ensure that excellent train performance is maintained, passengers are kept well informed about the train service and are assisted as necessary. To ensure that all areas are kept clean and well presented.

The London Waterloo Platform Team Leader should pro-actively support the management team to deliver a prompt train departure, security and safety compliance at this major London station in order to make the difference for our customers.

Your main responsibilities will be:

  • Lead your team on shift to deliver excellent train performance and excellent customer service.
  • Ensure the Right Time Railway principles are followed by all. Motivate your team to deliver a reliable customer experience measured through continual improvements to train running performance, National Passenger Survey satisfaction scores and other customer feedback channels.
  • Ensure your personal safety and that of others, including visitors and contractors at all times.
  • Take the lead in managing any incidents that either occur at or have an impact on train running or station performance in your section of the station and work with the Duty Station Manager to ensure incidents are managed effectively.
  • Provides feedback and guidance to teams when supervising them, coaching others to improve their performance and develop.
  • Comply with the Rules as defined in Network Rail Group Standard, South West Trains employee handbook, other regulations and instructions, Group Standards and Legislation, undertaking periodic re-examination of competency.
  • Undertake regular inspections of the station property to ensure that it is well maintained, safe and fit for purpose for all station users and ensure that all staff under your control are competent to carry out their duties in a safe and efficient manner through frequent monitoring and observation.
  • Ensure the safe and punctual dispatch of trains and ensure that performance records are maintained, identifying and reporting to your Manager incidents of delays to services.
  • Undertake additional duties as required by the Duty Station Manager.
  • Act as a positive role model at all times in all matters relating to Customer Service and Health and Safety.

As a minimum, you will need to have:

  • A proven track record in effective decision making under pressure
  • Previous experience in running busy operational locations
  • Must have a good standard of education and the ability to lead and inspire teams of people whilst managing multiple tasks
  • Good written and verbal communication skills are essential
  • On application for the role, an understanding of relevant products, policies and services is desirable. This is essential once in post.
  • An understanding of railway safety standards is looked for

Working pattern:

Working an average of 37 hours per week

Early , , , , Late ,

Average 5 day week, Monday to Saturday plus rostered Sundays & , although Sundays are outside the average 37 hour working week.

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 employee
  • Free leisure travel for spouse/partner and dependants (criteria dependant)
  • 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.

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