Gateline Night Supervisor

FirstGroup Internal; City Of London; On-site; GBP 28,000 - 35,000; Full time

Job summary

A leading transportation company is seeking a Supervisor for the Gateline team at London Paddington. This role involves managing a team, ensuring exceptional customer service, and maintaining operational safety. Ideal candidates will have leadership experience, cash handling skills, and a GCSE education or equivalent. The position requires working night shifts and offers a dynamic work environment in a busy station.

Qualifications

• Evidence of leadership within a team.
• Cash handling experience.
• Evidence of numerical ability.
• Attention to detail.
• Strong verbal and written communication skills.

Responsibilities

• Manage, monitor and develop a team of Gateline Assistants.
• Deliver high level of service to customers.
• Assisting with the day to day operation of the automatic ticket barriers.
• Ensuring Customer Security and responding to customer enquiries.
• Inspecting and issuing tickets.
• Addressing customer needs in times of service disruption.

Skills

Exceptional front line customer service

Understanding customer requirements

Decision making

Work within guidelines

Prioritising workload

Education

Education to GCSE standard or equivalent

Job description

About the team:

The Role is Supervisor of the Gateline team at London Paddington. Your role will be to welcome passengers and to protect the company's revenue. As Supervisor you will also be responsible to supervise and motivate your fellow colleagues to deliver excellent customer service.

About the job:

The purpose of the role is to lead the team and to deliver excellent customer service with Integrity and Empathy to all our customers.

Your main responsibilities will be:

• Manage, monitor and develop a team of Gateline Assistants.
• Deliver high level of service to customers.
• Assisting with the day to day operation of the automatic ticket barriers.
• Ensuring Customer Security and responding to customer enquiries.
• Inspecting and issuing tickets.
• Addressing customer needs in times of service disruption

Ensuring the professional appearance of the gateline area by clearing rubbish and making sure customer walkways are unobstructed

You’ll need to be:

• Able to provide exceptional front line customer service.
• Able to understand customer requirements and expectations.
• A Self-starter with a can do attitude.
• Confident when decision making.
• Able to work within guidelines.
• Able to prioritise the work load of others.

As a minimum, you will need to have:

• Evidence of leadership within a team.
• Cash handling experience.
• Education to GCSE standard or equivalent.
• Evidence of numerical ability.
• Attention to detail.
• Strong verbal and written communication skills.

About the location:

Paddington is a very vibrant station within the heart of London. The station is very busy and is great place to working with every day being different.

Working Pattern:

This role involves working night shifts only including Bank Holidays, Saturdays and Sundays.

Additional Information:

Applicants successfully shortlisted will be invited to a competency based interview which will take place 17th and 18th December 2025.

For further information, please contact David Morgan, Duty Station Manager on 07894 811083 or Kim Legg, Duty Station Manager on 07788178903. 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.

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https://exceptionalindividuals.com/neurodiversity/

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