Customer Experience Supervisor

Role: Customer Experience Supervisor

Contract Type: Permanent

Location:
London Marylebone

Salary:
£39,825 per annum

Job Purpose
A key role model to our people, offering leadership through high levels of engagement and bringing the best out of people recognising the diversity of our people and maximising their performance through coaching and empowering them to make a difference every day. Supporting our vision of "being the best railway" and "ensuring everyone home safe every day".

Key Accountabilities

The Customer Experience Supervisor is responsible for the delivery of world class customer experience at London Marylebone through inspirational leadership of our people both concourse and platform side of the station. Ensuring effective, safe and reliable platform experience for our customers. Duties and behaviours are:

• Role model as a safety leader to ensure "everyone gets home safe everyday"
• Proactively review the station environment to maintain the safest and securest environment for our station
• Hold safety conversations with all staff and stakeholders if any unsafe acts or risks arise during the shift
• To ensure that team members receive all compliance training as required under the Safety Management System and the Corporate Confidence Programme
• Support the management of dispatch and buggy competencies to ensure these are kept up to date and delivered to a high standard
• To ensure safety incidents, or any potential safety risks are recognised and reported through the correct channels within the appropriate timescales and adhere to HOT Protocol and Station Security Plan
• To lead during evacuations, including drills and tests, as outlined in the Evacuation Procedure
• To conduct and lead safety briefings and debriefs with front line colleagues People
• Display an ability to self-motivate and positively impact on team and customers
• Always provide highly visible leadership and direction to the station team
• Inspire all team members to deliver a world class experience for every customer training and competency through the competency management system and quality time with your manager sessions.
• Co-ordinate all platform activities to ensure teams are working in line with company dispatch method of working for London Marylebone station
• Deliver high levels of PPM and right time departures from London Marylebone through anticipating and assessing the station operations and co-ordinating the dispatch team to meet the requirements
• Responsible for reporting relevant service information to Control and buildings & equipment faults to the relevant helpdesks
• To monitor CCTV to manage operation of service delivery if required

Personal Specification

• Agility of the workplace
• Coaching and mentoring
• Great customer Service
• Proven experience or ability to supervise remote workforces
• Proven experience of delivering excellent customer service
• Proven experience or ability of creating a highly engaged, diverse and inclusive team through effective communication
• Ability to work with and negotiate with Trade Union colleagues
• Advocate safety always and be comfortable to challenge those that do not
• Ability to demonstrate good English and Maths skills
• Experience of managing large numbers of people
• Adhere to company policies and procedures
• To be smart and presentable always

Desirable Criteria

• Fluent in second language (Mandarin or Arabic in particular or other languages)
• Ability to carry out employee relations aspects, for example, conducting return to work discussions
• Experience of supervising teams previously
• NVQ Customer Service Level 5 or equivalent Management Qualifications
• Experience of Railway operations
• Understanding of Rail Geography

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