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Ticket Office Supervisor

7 months ago

Newbury, United Kingdom Great Western Railway Full time

**Salary**:

- £31,250

**Who are we?**

GWR is the proud custodian of Brunel's railway - one of the most prestigious networks in the world. We have some of the newest trains in the country and exciting plans to extend our services. With more than one hundred million passenger journeys each year, we carry people to over 275 stations in the South West, from Cornwall and South Wales to London, passing through beautiful country and some of the UK's top tourist destinations.

We are transforming the way people think about train travel, empowering our team of over 6,000 people from all different backgrounds to make it a great experience for our customers. Together, we will revalue rail as a very special way to travel - relaxing, fast, efficient, friendly and fun.

**About the team?**

This position is based in the Ticket Office at Newbury Station, with a team of Customer Sales Advisors. Within the sales office location you will be responsible for the overall running of the office, ensuring that Cash Handling is maintained and encompassing every aspect of the Supervisory role. The role also includes Supervising the 10 other staffed ticket offices across the Thames and Kennet Valley.

**About the job?**

As the Ticket Office Supervisor, you will undertake every aspect of this role for Newbury and the Outstations. This includes maintaining Cash Handling, clerical duties in relation to this position and ensuring that ticket office standards are met.

**Your main responsibilities will be**:

- Leading, coaching and briefing the sales office team to deliver accurate and impartial ticket retailing.
- Providing the highest level of customer service and being proactive to customer needs
- Ensuring that all accountancy and other documentation are dispatched to the relevant departments
- Supervising the operation of the self-service ticket machines, including routine maintenance, cleaning and basic fault finding
- Performing supervisory administrative duties as required, including supervision of ticket refunds, season ticket database and cash accounting
- Duty Management of Newbury station
- Completing Passenger Assistance for passengers with reduced mobility
- Winterisation across the Thames and Kennet Valley

**About you?**
- Able to deliver exceptional front line customer service
- Able to understand customer requirements and expectations
- A Self-starter with a can do attitude
- Confident when decision making
- Able to work within guidelines
- Able to prioritise the workload of others

**What do I need?**
- Evidence of leading a team as a supervisor and/or manager
- Cash handling experience
- Education to GCSE standard or equivalent
- Evidence of numerical ability
- Attention to detail
- Strong verbal and written communication skills
- Good knowledge of IT
- Must be able to drive

**About the location?**

Newbury is the main station for the Kennet and Thames Valley Area. It has good transport links to the surrounding area

**Working pattern?**

This role involves working shifts including weekends and bank holidays

**The Reward?**

As well as a great team environment and comprehensive training, all GWR colleagues enjoy a range of benefits including on-going development, defined benefit pension scheme, free rail travel across the GWR network for you and your family, company-sponsored health care plan, discounted shopping and gym membership and an employee assistance programme.

We value our differences such as age, gender, LGBTQIA, ethnicity, religion and disability. We maintain 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.