Gateline Team Leader

FIRSTGROUP PLC; South Oxfordshire; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading rail operator is seeking a Team Leader for the Gateline at Didcot Parkway Station. Responsibilities include managing a team and ensuring excellent customer service during operations. Candidates should have leadership and cash handling experience, strong communication skills, and a proactive attitude. The role includes shift work and offers numerous benefits, including free rail travel for you and your family.

Benefits

Discounted shopping

Gym membership

Employee assistance program

Ongoing development

Free rail travel across the GWR network

Qualifications

• Leadership experience within a team.
• Cash handling experience.
• Strong communication skills.

Responsibilities

• Manage, lead, monitor, and develop a team of Gateline Assistants.
• Deliver a high level of service to customers.
• Assist with the day-to-day operation of automatic ticket barriers.

Skills

Exceptional front-line customer service skills

Understanding customer requirements

Proactive, can-do attitude

Confidence in decision-making

Attention to detail

Job description

Who are we? GWR is the proud custodian of Brunel's railway - one of the most prestigious networks in the world. We operate some of the newest trains in the country and have exciting plans to extend our services. With over one hundred million passenger journeys annually, we serve more than 275 stations across the South West, from Cornwall and South Wales to London, passing through beautiful countryside and top tourist destinations.

We are transforming the way people think about train travel, empowering a diverse team of over 6,000 colleagues to deliver a great experience for our customers. Our goal is to revalue rail as a relaxing, fast, efficient, friendly, and fun way to travel.

About the team:

The role is Team Leader of the Gateline at Didcot Parkway. Your role will be to welcome passengers and protect the company's revenue. As a Team Leader, you will supervise, lead, and motivate your team to deliver excellent customer service.

About the job:

The purpose of the role is to lead the team and deliver excellent customer service with integrity and empathy. Your main responsibilities will be:

1. Manage, lead, monitor, and develop a team of Gateline Assistants.
2. Deliver a high level of service to customers.
3. Assist with the day-to-day operation of automatic ticket barriers.
4. Ensure customer security and respond to inquiries.
5. Inspect and issue tickets.
6. Address customer needs during service disruptions.
7. Maintain the professional appearance of the Gateline area by clearing rubbish and ensuring walkways are unobstructed.

Additional qualities and skills required include:

• Exceptional front-line customer service skills.
• Understanding customer requirements and expectations.
• A proactive, can-do attitude.
• Confidence in decision-making.
• Ability to work within guidelines.
• Prioritization skills.

Minimum requirements:

• Leadership experience within a team.
• Cash handling experience.
• Numerical ability.
• Attention to detail.
• Strong communication skills.
• A full UK driving license is advantageous but not compulsory.

Benefits:

Plan, discounted shopping, gym membership, and an employee assistance program. We promote an inclusive environment, valuing diversity and providing flexible working options. Support is available for candidates with disabilities or neurodivergent conditions during the application process.

Location and working pattern:

This role is based at Didcot Parkway Station. It involves shift work, including weekends and bank holidays, between 06:00 and 21:15, on a rolling 3-week roster.

Additional information:

This is a pending advert. Shortlisted applicants will undergo a competency-based interview and meet medical standards. A Basic DBS check is required. Full training will be provided at our Swindon Training Centre, lasting up to 3 weeks, and a travel pass will be provided.

The reward:

Enjoy a great team environment, ongoing development, a defined benefit pension scheme, free rail travel across the GWR network for you and your family, and company-sponsored healthcare.