Flagship Duty Station Manager Clapham

South Western News UK; Greater London; On-site; GBP 29,000 - 34,000; Full time

Benefits offered by this job

Free duty and leisure travel on SWR

Free leisure travel for spouse/partner

75% discount on other train companies

Full training and development support

Excellent pension scheme

Job summary

South Western Railway in London is recruiting a Customer Service Supervisor to lead the station team in daily service delivery and uphold SWR values. You will deputise for the Customer Service management team as needed and drive performance and staff development at the station.

The role requires strong leadership, extensive customer service experience, and the ability to adapt to changing priorities, with a focus on safety and quality interactions with customers and partners.

Qualifications

• Supervisory experience in a customer service environment.
• Ability to adapt to changing priorities and lead a team.
• Passion for delivering high-quality customer service.

Responsibilities

• Assist in managing train running performance and minimise disruption.
• Monitor staffing levels to meet obligations and enhance service.
• Maintain a safe environment for customers and staff on site.
• Provide information, coaching, and training for customer service staff.
• Carry out applicable people processes as required.
• Manage leased property to ensure it is safe and fit for purpose.
• Brief staff regularly on activities affecting their area.
• Contribute to on-call service requirements as necessary.

Skills

Supervisory experience

Customer service focus

Leadership

Job description

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 bring people together to get the most out of life.

About the job

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.

You’ll 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

You will be working 37 hours across 5 days per week.

Typical shifts include:

0630 - 1400 / 0700-1500 / 0730-1500 / 1400 - 2130 / 1400-2130 / 1500-2230

Bank holiday working is required. Hours may change due to business needs.

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 employees
• Free leisure travel for spouse/partner and dependants (criteria dependent)
• 75% discount on many other train operating companies
• Full training and support with development
• Excellent pension scheme

We all belong at SWR.

Our vision is to provide an inclusive environment for all 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 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.

If you require additionalsupport 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