Customer Service Supervisor

FirstGroup Internal; Rose-an-Grouse; On-site; GBP 60,000 - 80,000; Full time

Job summary

A large transport operator is looking for a Station Team Leader in Rose-an-Grouse, England. The role requires leading a team to ensure exceptional customer service and safety at the station. Candidates must be great leaders, adaptable, and confident decision-makers. Experience in managing teams and delivering front-line customer service is essential. This position involves shift work during peak periods and offers full-time hours in summer, although there is no guaranteed work outside this period.

Qualifications

• Exceptional front-line customer service skills.
• Experience in team management to deliver customer services.
• Strong verbal and communication skills.

Responsibilities

• Manage operational requirements of the station including train movements.
• Ensure safety and security protocols are followed.
• Lead and coordinate the seasonal team for customer experience.

Skills

Leadership

Customer service

Crisis management

Communication skills

Decision making

Job description

About the job

This role is responsible for leading and co‑ordinating the stations team to deliver the highest standard of customer service and safety at the stations, taking responsibility for managing all aspects of the station whilst on duty. This is a challenging role that demands great leadership skills, flexibility and an ability to respond to the ever‑changing demands of a busy railway station.

Your main responsibilities will be

• To manage the operational requirements of the station – all train movements, liaison with the signaller; control and the depot, platform arrangements, co‑ordination of dispatchers and train turnarounds
• To manage the safety and security of the station environment – ensuring processes and procedures are followed and responding to any safety or security issues that arise
• Ensuring colleagues are deployed to dispatch trains and manage the platform at St Erth and St Ives Station
• To lead and co‑ordinate the seasonal team to deliver the best customer experience and respond to the challenges of running a busy railway station
• To oversee the delivery of services from station tenants, contractors, and the ticket office
• To lead, coach and develop colleague's skills and abilities, taking ownership of colleague welfare in the workplace

You’ll need to be

• A great leader and team player, able to remain calm in a crisis and motivate colleagues to deliver the best customer experience at all times
• Flexible with a can‑do attitude and able to adapt to an ever‑changing environment
• Confident with decision making and able to prioritise the workload of others
• Able to work within guidelines and follow processes and procedures with a professional approach and attention to detail
• Have strong verbal and communication skills that set high standards of self and others

As a minimum you’ll need to have

• Able to deliver exceptional front‑line customer service
• A Self‑starter with a can‑do attitude
• Confident when decision making
• Able to remain calm yet directive in a crisis
• Able to work to strict procedures
• Experience of managing a team to deliver a service direct to customers
• Experience of establishing relationships with customers and stakeholders

About the location

St Erth is home to Cornwall's Multi Modal Transport Hub. The Station is the interchange for services to St Ives, and the stations welcome a significant increase in footfall during the summer.

Additional Information

This role requires shift working from Easter until October, and whilst seasonal involves full‑time hours during the summer period; there is no guaranteed work outside this period.

Applicants successfully short‑listed will be invited to undertake a competency based interview which will take place on 28th February 2026.

For further information about the role contact

Lee Goodson, Station Manager (West Cornwall) on

For more information regarding the application process, please contact the Recruitment Team

[e-mail]

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/