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Service Operations Coordinator
2 months ago
Position Overview:
A Service Delivery Assistant plays a vital role in customer engagement, ensuring the safety and well-being of customers, colleagues, and contractors within the station environment. Vigilance is essential in monitoring all activities on the station, taking necessary actions in response to any unsafe behaviors or conditions that may arise. This position is responsible for the safe and efficient dispatch of train services while managing the platform atmosphere. As an integral member of the team, you will participate in various station operations and provide support to colleagues in their duties. This role is demanding and requires excellent customer service skills, adaptability, and the ability to respond effectively to the dynamic needs of a bustling railway station.
Your Key Responsibilities Include:
- Delivering outstanding customer service and proactively addressing customer needs.
- Ensuring the safe and timely departure of trains from the station, adhering to established dispatch protocols.
- Providing accurate information and assistance to customers.
- Prioritizing the safety of customers, staff, visitors, and contractors at all times.
- Maintaining cleanliness across all station areas, particularly in restrooms, waiting areas, platforms, stairways, and subways.
- Collaborating with other essential departments to ensure customers receive timely and accurate information, especially during service disruptions.
Ideal Candidate Profile:
- Exceptional front-line customer service delivery skills.
- A proactive self-starter with a positive attitude.
- Confidence in decision-making abilities.
- Ability to remain composed and directive in emergency situations.
- Adherence to strict operational procedures.
Minimum Requirements:
- Capability to work effectively both independently and as part of a team.
- Demonstrated numerical proficiency.
- Strong verbal and written communication skills.
- Experience in a safety-critical environment.
Additional Information:
This position involves shift work, including weekends and public holidays, with a rolling roster pattern covering 24 hours a day, 7 days a week.
Employee Benefits:
In addition to a supportive team environment and comprehensive training, all FirstGroup employees enjoy a variety of benefits, including ongoing professional development, a defined benefit pension scheme, complimentary rail travel across the network for you and your family, a company-sponsored health care plan, discounts on shopping and gym memberships, and access to an employee assistance program.
Commitment to Inclusion:
At FirstGroup, we are dedicated to fostering an inclusive workplace for all employees, ensuring that every candidate has equal access to meaningful employment opportunities. We value diversity in all forms, including age, gender, LGBTQIA, ethnicity, religion, and disability. We maintain a zero-tolerance policy towards any form of prejudice against our colleagues, customers, and future talent.
We actively promote diversity of thought and innovative working practices, encouraging all employees to grow and thrive within the organization.
If you require additional support during the application process due to a disability or neurodivergent condition, we encourage you to communicate your needs so we can facilitate a fair and equitable process for all applicants.
