Gateline Team Leader

5 days ago

Newton Abbot, Devon, United Kingdom FirstGroup Full time

About the Role

The Gateline Team Leader is a key position within our team, responsible for leading and managing a team of Gateline Assistants to deliver exceptional customer service and ensure the smooth operation of the automatic ticket barriers.

Main Responsibilities

  • Manage and develop a team of Gateline Assistants to achieve high levels of customer satisfaction and service delivery.
  • Deliver high-quality customer service, responding to customer enquiries and resolving issues in a professional and courteous manner.
  • Assist with the day-to-day operation of the automatic ticket barriers, ensuring they are functioning correctly and efficiently.
  • Ensure customer security and safety, responding to any incidents or concerns.
  • Inspect and issue tickets, maintaining accurate records and ensuring compliance with company procedures.
  • Address customer needs during service disruptions, providing clear and concise information and support.
  • Maintain the professional appearance of the Gateline area, ensuring it is clean and free from obstructions.

Requirements

  • Provide exceptional front-line customer service, responding to customer needs and expectations.
  • Understand customer requirements and expectations, adapting service delivery accordingly.
  • Be a self-starter with a can-do attitude, taking initiative to resolve issues and improve service delivery.
  • Confident decision-making, prioritizing tasks and workload to meet customer needs.
  • Work within guidelines and procedures, maintaining accurate records and ensuring compliance.
  • Prioritize the workload of others, ensuring tasks are completed efficiently and effectively.

Essential Skills and Experience

  • Evidence of leadership within a team, with experience in managing and developing staff.
  • Cash handling experience, with a strong understanding of financial procedures and controls.
  • Evidence of numerical ability, with experience in managing budgets and resources.
  • Attention to detail, with a strong focus on accuracy and quality.
  • Strong verbal and written communication skills, with experience in communicating with customers and colleagues.
  • A full UK driving license would be considered advantageous, but is not essential.

About the Location

This role is based within the FirstGroup organization, with opportunities for career development and growth.

Working Pattern

The role requires shift working, including weekend and bank holidays, with shift times between 06:00 and 22:30, 7 days a week on a rolling roster pattern.

Additional Information

Applicants who are shortlisted will be invited to undertake a competency-based interview, with the opportunity to discuss their skills and experience in more detail.

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