Station Supervisor General Purpose Refief 

Exeter Central

£31,221 per annum & Relief flexibility allowance £4,625

 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?

Reporting to the Station Manager, you will be working with the Station operational team ensuring the safety of all customers and staff, as well as delivering excellent customer service.

About the job?

As a Supervisor at Exeter Central you will lead a team of multifunctional colleagues across multiple locations. You will support the team to promote the full range of tickets and services confidently and impartially. You will ensure that station activities including the dispatching of train services are completed safely and punctually. Whilst supporting the gateline team you will ensure all customers pass through safely and full revenue duties such as selling tickets and providing travel information are carried out. All roles will require you to provide information and assistance to customers and ensure that the station environment is kept to a high standard.

Working in a busy and challenging environment, the stations team work tirelessly to ensure a great customer experience is delivered, even when things go wrong.

The Supervisor team are responsible for putting together the rosters for the whole team including the wider team within Mid Devon.

This is a hands-on role at a busy location which can include assisting customers to and from the train, dispatching train, dealing with winter weather precautions, reporting accidents & incident. Ensuring posters are up to date and property faults reported and followed up on.

 Your main responsibilities will be:

• You will be responsible for leading and supervising the station team, which includes platform, booking office and gateline operations.
• Your role will be to ensure they meet all safety, service, performance and Retail KPI's
• Creating and managing the area rosters
• safe and timely train dispatch duties
• managing the safety of customers on the station and providing excellent customer service at all times
• You will be involved in providing information, helping with customer needs and enquiries, and will need a basic understanding of tickets and products

 You'll need to be:

• Through your experience gained in your current or a previous role you will ensure, deliver and demonstrate the highest levels of customer service excellence through effective and consistent service delivery.
• Proactive with a ‘can do' attitude
• Able to demonstrate awareness of wider station operations
• Able to maintain focus during times of disruption
• A motivated self-starter with the confidence to take ownership

A team player who can support and lead others

As a minimum you will need to have:

• Previous experience of establishing relationships with customers
• Educated to GCSE standard
• Excellent communication skills
• Previous experience of working within a team
• Ability to build strong working relationships
• A passion for excellent customer service

 Working pattern

This role requires you to work a varied shift pattern including weekends and bank holidays.  Shift start times varying from 04:50 and shift finishes as late as 00:50. There is also a requirement to work Sundays. As this post is a relief post, no shifts are allocated until the week before, so successful applicant needs to be prepared for a flexible and varied working week.

Additional information 

Upon submitting your application form, you will be invited to undertake an online situational judgement test.  Candidates successfully shortlisted, may be invited to complete an ability test and undertake a competency based interview.  The successful candidate is required to meet the safety critical medical standards for this role, which includes colour vision and hearing tests, as well as obtaining a Basic DBS Certificate.

Full training is provided which takes place in our training centre in Swindon.  Training will last up to 3 weeks and is Monday to Friday.  Hotel accommodation and a travel pass will be provided.

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