Who are we?

South Western Railway (SWR) operates over 1,500 services each weekday across the network and employs more than 5,000 people. We provide easy and convenient mobility, connecting people and communities in South West London, southern counties of England and the Isle of Wight.

Join our team and help us continue to improve quality of life, by bringing people together to get the most out of life.

SWR is part of FirstGroup, the largest rail operator in the UK and second largest bus operator in the UK outside London. FirstGroup operates services throughout the UK and Ireland, with over 30,000 employees providing services that make travel smoother and life easier.  FirstGroup works hard to reduce its impact on the environment, introducing cleaner and more environmentally responsible methods of transport. 

About the job:

Do you have a passion for delivering the highest level of customer service? Could you help to ensure that journeys for thousands of customers for work, leisure, and special events are safe and enjoyable? Could you lead, develop and motivate a diverse team of customer service employees? Then this could be the role for you.

This role will require you to deliver the Customer Service objectives in relation to Station Operations on a day-to-day basis through the Customer Service team at the station whilst also ensuring that all staff under your control recognise and actively display the South Western Railway's values and behaviours in their service delivery.

To take the lead in all activities relating to the day-to-day running of the station whilst on duty and lead the station team in all aspects of customer service delivery. Deputise for the Customer Service management Team as necessary.

Your main responsibilities will be:

• Assist in the management of train running performance at your station/s and take action to minimise disruption and delay.
• Monitor staffing levels at your station/s to ensure that our obligations are met and opportunities to increase customer service are maximised.
• Monitor and maintain a safe environment for customers, contractors, the general public and employees of all companies using the premises.
• Provide information, direction coaching and training for all employees in the customer service department.
• Carry out relevant aspects of people processes as required.
• Manage our leased property to ensure that it is well maintained, safe and fit for purpose.
• Ensure all staff are regularly briefed on all activities that affect their area of responsibility.
• Carry out the requirements of the on-call service as necessary. 

As a minimum, you will need to have:

• Supervisory experience
• Extensive experience of working within a customer service industry
• Ability to deal with changing priorities
• Strong leadership ability
• A passion for delivering the highest level of customer service
• Applicants requiring a visa must have at least 6 months remaining at the time of appointment.  

Working pattern:

Working an average of 37 hours a week over 5 days

Week 1 - Sun - Rest, M-F 0630-1400, Sat - Rest.
Week 2 - Sun-Sat - As ordered, 5 days on as instructed by manager, 2 days off.
Week 3 - Sun-Tues - 1500-2230 Wed-Thurs - Rest, Fri-Sat - 0730-1500.
Week 4 - Sun-Thurs - 0730-1500 Fri-Sat - Rest
Week 5 - Sun - Rest, Mon-Fri - 1400-2130, Sat - Rest.
Week 6 - Sun-Tues - Rest, Tues-Sat - 1500-2230  

The Reward:

In return we offer a competitive salary and a variety of valuable benefits, including:

• Free duty and leisure travel on SWR services for employee
• Free leisure travel for spouse/partner and dependants (criteria dependant)
• 75% discount on many other train operating companies
• Full training and support with development
• Large range of exclusive retail offers
• Excellent pension scheme

We all belong at SWR. FirstGroup's vision is to provide an inclusive environment for all colleagues, across its group of businesses, ensuring all candidates have an equal opportunity to access meaningful employment.

We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.

We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.

We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.

If you require additional support to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, please follow the links below.  We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.

https://exceptionalindividuals.com/neurodiversity/

https://www.healthassured.org/blog/neurodiversity/