Station Team Leader

3 weeks ago

Westbury, United Kingdom FirstGroup Full time

**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 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 a team of over 6,000 people from diverse backgrounds to make it a great experience for customers. Together, we will revalue rail as a very special way to travel.

**About the team?**

The Westbury area comprises of sixteen stations. The Customer Sales Supervisor is based here but has responsibility for the entire Westbury and Dorset region which comprises of seven stations that have ticket office provision.

**About the job?**

The role is incredibly customer focused. You will look to assist the Customer Sales team in providing up to date information and a great experience to everyone travelling through Westbury and the surrounding area.

**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 across the Westbury area, 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
- Rostering and payroll responsibilities.

**You'll need to be**:

- 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 work load of others

**As a minimum, you will need to have**:

- Evidence of supervisory & training experience within a team
- Cash handling experience
- Evidence of numerical ability
- Attention to detail
- Strong verbal, written and electronic communication skills
- Good knowledge of IT and GWR Retail systems
- Experience of rostering including use of electronics rostering systems
- Your own transport as shift start times may be before the availability of any public transport.

**Working Pattern?**

This role involves working shifts including weekends and bank holidays. The ticket office at Westbury is open 7 days a week, there is an expectation for rostered Sunday working as part of the CSS team.

**Additional Information?**

This is a temporary vacancy for a period of 12 months.

Applicants successfully short listed will be invited to a competency based interview.

**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.

**Ref**:022166

**Company**:Great Western Railway (GWR)

**Website Skillset**:Customer Service

**Contract Type**:Fixed Term - Full Time

**Contracted Hours**:35

**Location**:Westbury Station

**If temporary, length of contract**:12 months

**Closing Date**:11 September 2023

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