Train Operations Coordinator

1 month ago

Cheltenham, Gloucestershire, United Kingdom FirstGroup Full time

Position Overview

As a Railway Service Dispatcher, your primary focus will be on delivering exceptional customer service while ensuring the efficient operation of train services. You will play a crucial role in managing train dispatch, assisting passengers, and maintaining a safe and tidy station environment.

Main Responsibilities:

  • Prioritizing customer satisfaction and addressing their needs effectively.
  • Guaranteeing the safe and timely departure of trains from the station.
  • Offering valuable information and support to passengers during their journey.
  • Ensuring the safety of all customers, staff, visitors, and contractors.
  • Maintaining cleanliness throughout the station, including restrooms, waiting areas, platforms, staircases, and subways.
  • Collaborating with key departments to provide accurate and timely information to customers, especially during disruptions.

Candidate Profile:

  • Demonstrated ability to provide outstanding front-line customer service.
  • Self-motivated with a proactive approach to challenges.
  • Confident decision-maker, able to act decisively.
  • Calm and focused under pressure, with a strong customer orientation.
  • Comfortable adhering to established procedures and protocols.

Essential Qualifications:

  • Ability to work effectively both independently and as part of a team.
  • Excellent verbal and written communication skills.

Work Environment:

This role requires flexibility to work various shifts, including weekends and holidays. Shifts may start as early as 05:00 and can extend until 01:30, necessitating reliable transportation options.

Additional Information:

This position is intended to fill an existing vacancy and to establish a pool of qualified candidates for future roles. Shortlisted candidates will be invited to participate in an assessment and competency-based interview process.

Successful candidates must meet medical standards for the role, including vision and hearing assessments, as well as drug and alcohol screening. A Basic DBS check is also required.

Employee Benefits:

In addition to a supportive team environment and comprehensive training, employees enjoy a variety of benefits, including ongoing professional development, a defined benefit pension scheme, complimentary rail travel across the network for employees and their families, a company-sponsored healthcare plan, discounts on shopping and gym memberships, and access to an employee assistance program.

Commitment to Inclusion:

We are dedicated to fostering an inclusive workplace for all employees, ensuring equal opportunities for meaningful employment. We value diversity in all forms, including age, gender, LGBTQIA+ status, ethnicity, religion, and disability. We maintain a zero-tolerance policy towards prejudice and celebrate diverse perspectives and innovative working methods.

We continually review job roles and descriptions to enhance accessibility and support flexible working arrangements. Candidates requiring additional assistance due to disabilities or neurodivergent conditions are encouraged to communicate their needs to ensure a fair application process.

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