Station Team Leader

3 months ago

Truro, United Kingdom Great Western Railway Full time

Salary - £26772 pa

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
The stations team delivers a wide range of services to our customers, from being the first and last point of contact in a customer's journey, selling and checking tickets, making sure our customers know where to go, helping them to board and alight services, providing information and help to make the customer experience one to remember. The team is responsible for providing a safe and secure environment, delivering the safe and efficient dispatch of trains and ensuring that all the services provided at the station deliver to the highest standards. Working in a busy and challenging environment, the stations team work tirelessly to ensure a great customer experience is delivered, even when things go wrong.
About the job
The Station Team Leader, this role is responsible for leading and co-ordinating the stations team to deliver the highest standard of customer service and safety at the station, taking responsibility for managing all aspects of the station whilst on duty. This is a challenging role that demands great leadership skills, flexibility and an ability to respond to the ever-changing demands of a busy railway station.

Your main responsibilities will be:

- To manage the operational requirements of the station - all train movements, liaison with the signaller; control and the depot, platform arrangements, co-ordination of dispatchers and train turnarounds
- To manage the safety and security of the station environment - ensuring processes and procedures are followed and responding to any safety or security issues that arise
- Ensuring the safe and punctual departure of trains from the station, following correct dispatch procedures
- To lead and co-ordinate the platform and gateline teams to deliver the best customer experience and respond to the challenges of running a busy railway station
- To oversee the delivery of services from station tenants, contractors, and the ticket office
- To lead, coach and develop colleague's skills and abilities, taking ownership of colleague welfare in the workplace

You'll need to be:

- A great leader and team player, able to remain calm in a crisis and motivate colleagues to deliver the best customer experience at all times
- Flexible with a can-do attitude and able to adapt to an ever-changing environment
- Confident with decision making and able to prioritise the workload of other
- Able to work within guidelines and follow processes and procedures with a professional approach and attention to detail
- Have strong verbal and communication skills that sets high standards of self and others

As a minimum you will need to have:

- Able to deliver exceptional front-line customer service
- A Self-starter with a can-do attitude
- Confident when decision making
- Able to remain calm yet directive in a crisis
- Able to work to strict procedures
- Experience of managing a team to deliver a service direct to customers
- Experience of establishing relationships with customers and stakeholders

About the location
Truro is the main station for Cornwall, which has good transport links to the surrounding area especially Falmouth and Penryn.

Working pattern
The role requires shift working 7 days a week on a rolling roster pattern including Sundays and Bank holidays

Additional information

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.

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