Customer Service – Train Dispatch Supervisor

Location – Paddington Station

Salary - £32,737 pa

Who are we?

GWR is the proud custodian of Brunel's railway - one of the most prestigious networks in the world.  We have some of the newest trains in the country and exciting plans to extend our services.   With more than one hundred million passenger journeys each year, we carry people to over 275 stations in the South West, from Cornwall and South Wales to London, passing through beautiful country and some of the UK's top tourist destinations. 

We are transforming the way people think about train travel, empowering our team of over 6,000 people from all different backgrounds to make it a great experience for our customers.  Together, we will revalue rail as a very special way to travel – relaxing, fast, efficient, friendly and fun.

About the team? 

You will be working with a vibrant Team of Dispatch Team Leaders, Dispatch staff and a Station Management team working enthusiastically to ensure the Flagship Station at Paddington delivers a safe and punctual railway operation day in, day out. As this position is also customer facing, your customer service skills will also play a vital role to ensure we follow our values to ensure we are re-valuing rail to our customers passing through Paddington.

 About the job?

Working closely with the management team and your fellow supervisors to ensure that on a shift basis, your Team Leaders and Dispatchers have all the required skills, equipment and resources to ensure trains are dispatched on time and, adhering to Rules & Regulations relating to dispatch. As with any frontline position, as a Dispatch Supervisor you will deliver excellent customer service and lead your teams with enthusiasm to ensure our values are delivered to our customers.

Your main responsibilities will be?

• Leading and coordinating station staff to deliver the highest standards of customer service and safety at the station
• Providing the highest levels of customer service and being proactive to customer needs
• Ensuring the safe and punctual departure of trains from the station, following correct dispatch procedures and investigate dispatch irregularities.
• Ensuring the safety of customers, staff, visitors and contractors is given the highest priority
• Maintaining a safe, pleasant and clean station environment
• Ensuring customer security by maintaining a strong visibility within the station
• Ensure your team are briefed on their duties for the day and have full operational equipment
• Ensure your team adhere to uniform standards and GWR policies and procedures on a shift basis

 You'll need to be?

• Experience in leading a team within a safety critical environment
• Proven experience in a customer focused position, ideally in an operational environment
• Ability to work safely as this is a safety critical position
• Show Enthusiasm and a willingness to learn and delivery the GWR Brand
• Experience in performance management

 As a minimum you will need to have:

• Evidence of directly working within, and ideally leading a team
• Evidence of numerical ability
• Strong verbal and written communication skills
• Strong people management skills

About the location:

Paddington is a very vibrant and busy station, operating 24hrs a day within the heart of London. Our customers are varied, comprising commuters and leisure travellers, some going long distances, others just around the suburbs. At Paddington Station we work closely with stakeholders, including Network Rail, Transport for London plus catering and cleaning teams who all working together to provide a great experience for our customers. No two days are ever the same at this iconic station in our busy capital city. 

Working pattern 

A combination of early and late shifts are expected, and we also have weekend/Bank Holiday Operations to be covered.

Additional information 

Interviews will take place week commencing w/c 21 April 2025.

Candidates successfully shortlisted will be invited to undertake an online ability test and upon successful completion of that test will attend a competency based interview.  The successful candidate will be required to meet the medical standards for this role including colour vision test, hearing, as well as a drugs and alcohol screen. 

The successful candidate will be required to meet the medical standards for this role including colour vision test, hearing, as well as a drugs and alcohol screen.  A Basic DBS Certificate is also required.

Full training will be provided, and the first three weeks of training will take place at our Training Centre in Swindon.The Reward:

As well as a great team environment and comprehensive training, all GWR colleagues enjoy a range of benefits including on-going development, defined benefit pension scheme, free rail travel across the GWR network for you and your family, company-sponsored health care plan, discounted shopping and gym membership and an employee assistance programme.

We all belong at GWR. This is our vision for providing an inclusive environment for all our colleagues, 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 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 such as 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/

INGWR