Gateline Team Leader

FirstGroup Internal; Cheltenham, Pooksgreen, Gloucester; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading transport company in the UK is looking for a Gateline Supervisor to manage teams at Gloucester and Cheltenham Spa stations. You'll ensure outstanding service, safety, and team support. Ideal candidates will be proactive leaders with strong communication skills and a focus on customer satisfaction. The role requires flexibility for various shifts, including weekends.

Benefits

Supportive team environment

Opportunities for leadership development

Flexible working arrangements

Qualifications

• Strong team leader with great communication skills.
• Experience handling cash and working accurately with numbers.
• Lives within an hour's travel of Gloucester or Cheltenham.

Responsibilities

• Lead, support, and develop your Gateline teams across both stations.
• Deliver first-class customer service every day.
• Respond to customer queries with professionalism and empathy.
• Ensure safety and security across the station environment.

Skills

Team leadership

Communication skills

Decision making under pressure

Numerical accuracy

Motivational skills

Detail-oriented

Job description

Ready to Lead and Make a Difference?

Do you have a passion for delivering exceptional customer service in a busy, fast-paced environment? Are you confident in decision‑making, great at motivating others, and ready to take the next step in your career?

Join Us as a Gateline Supervisor!

We're looking for a proactive and people‑focused leader to manage our Gateline teams at Gloucester and Cheltenham Spa stations. You'll play a key role in ensuring smooth station operations, delivering outstanding service, and supporting your team to perform at their very best.

You'll also be part of our wider South Cotswolds team, which includes Stonehouse, Stroud, and Kemble — working together to give every customer a positive and memorable journey.

What You'll Do?

• Lead, support, and develop your Gateline teams across both stations
• Deliver first‑class customer service every day
• Manage and oversee the operation of ticket barriers
• Respond to customer queries with professionalism and empathy
• Ensure safety and security across the station environment
• Provide clear information during service disruptions
• Maintain a clean, welcoming, and safe gateline area

What We're Looking For?

• A strong team leader with great communication skills
• Confident when making decisions under pressure
• Positive, approachable, and able to motivate others
• Detail‑focused, reliable, and well‑organised
• Experience handling cash and working with numerical accuracy
• A self‑starter with a “can‑do” attitude
• Lives within an hour's travel of Gloucester or Cheltenham (under normal traffic conditions)

Working Pattern?

You'll work shifts between 05:45 and 20:15, including weekends and Bank Holidays. Flexibility is essential, as occasional work outside these hours may be required. Due to the nature of the shifts work involved in these roles, applicants must be 18 years of age or older to apply.

Why You'll Love Working With Us?

A supportive, empowering team environment

Opportunities to grow and develop your leadership skills

The chance to make a real difference every day — to your team, your station, and our customers

What to Expect?

• After submitting your application, should you be shortlisted you will be invited for a competency‑based interview tentatively scheduled for the week commencing 24th November 2025.
• Successful applicants will need to pass a medical assessment, including a colour vision test and drug and alcohol screening, as well as a Basic DBS check.
• Full training will be provided, including a 2‑week training programme in Swindon.

For further information, please contact

Chloe Coglan, Station Manager at [e-mail].

In case of technical difficulties when submitting your application, please contact the Recruitment Team at [e-mail]

Our Commitment to Inclusion:

We all belong to GWR. We embraced diversity and ensure equal opportunities for all. Differences in age, gender, LGBTQIA, ethnicity, religion, and disability are valued, with zero tolerance for prejudice.

We promote flexible working, review job roles for accessibility, and support colleagues in thriving. If you need adjustments due to a disability or neurodivergent condition, please let us know.

🔗 Exceptional Individuals – Neurodiversity

🔗 Health Assured – Neurodiversity

GWR has achieved its highest customer satisfaction in over 20 years — 92%, with record scores in comfort, service, and station experience. Join the team behind this success and help us raise the bar even higher!!