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Customer Service Supervisor

4 weeks ago

London, United Kingdom East Midlands Railway Full time

We are proud to be **One Team** at East Midlands Railway (EMR). We are passionate about **keeping people safe, delighting our customers, doing the right thing** and putting customers at the heart of our sustainable railway for the East Midlands. With over 2,400 employees, our people are the reason we are so successful, and the Customer Experience team make a crucial contribution to this. Seven times accredited as a Top Employer, we value our people and are dedicated to making sure that everybody feels empowered to bring their authentic self to work.

**London is calling... YOU... to join #TeamEMR at St Pancras Station**

We have an exciting opportunity to join #TeamEMR as a Customer Service Supervisor at London St Pancras station.

**About the role**

We pride ourselves on delighting our customers at every stage of their journey. **As a Customer Service Supervisor**, you will be a key player in the successful and safe operation of the station, whilst motivating and inspiring our dedicated teams to deliver an excellent customer experience.

You will lead the team with day to day activities and deliver a high standard of customer service, as well as providing accurate and timely information at the station. You will ensure that the station is clean, safe and presentable at all times, in accordance with East Midlands Railway contractual obligations. You will also play a key part in to ensuring that there is ongoing compliance with company processes and procedures.

This is really busy and fast paced role; some of your key duties will involve:

- Undertaking staff briefings as required
- Reporting all accidents & operating incidents
- Authorisation of employee time sheets,
- Looking after the roster/shifts for all staff under your supervision.
- Monitoring on-going compliance with company processes and procedures.
- Working closely with Network Rail and other stakeholders on a daily basis.

**About You**

You will be passionate about delivering excellent customer service on a daily basis, managing challenging situations and leading a team with enthusiasm. Working closely with the local management team, you will also be pro-active in seeking out opportunities to drive the teams forward.

Previous experience in a supervisory or people manager role is essential and you will need to be able to work a shift pattern which will include early, late and nights, along with weekends and bank holidays.

Not only will you be in line to join a fantastic team at London St Pancras station, you will also enjoy a wide range of benefits:

- Free travel on the East Midlands Railway network.
- Discounted travel (up to 75% off across the rail network and other train operating companies)
- Friends and Family discounted tickets
- Defined benefit railway pension scheme
- Employee benefits portal with access to generous discounts, Cycle 2 Work Schemeand many more

**This all sound great What are the next steps?**

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