Railway Station Supervisor – Customer Experience Lead

East Midlands Railway; Sheffield; On-site; GBP 32,000 - 36,000; Full time

Benefits offered by this job

Free travel

Friends and family tickets

Rail discount

Training and development

Job summary

East Midlands Railway in Sheffield is seeking a Customer Service Supervisor to lead our station team, ensuring high standards of customer service and safety. You’ll manage rosters, monitor processes and coach colleagues to deliver consistent experiences.

We offer shift patterns including early, late and night work, comprehensive safety training, and a range of benefits as part of joining One Team, delivering journeys that count.

Qualifications

• Previous experience in a supervisory or people management role is essential.
• Ability to lead a station team and ensure high service standards.
• Willingness to work varied shift patterns including evenings and weekends.
• Commitment to safety and compliance with company procedures.

Responsibilities

• Lead staff briefings and keep colleagues informed.
• Manage staff rosters and shifts to ensure adequate coverage.
• Report accidents and operational incidents promptly and accurately.
• Monitor compliance with processes and safety requirements.
• Collaborate with Network Rail and stakeholders to support operations.
• Provide coaching to deliver excellent customer experiences.

Skills

Supervisory experience

Customer service leadership

Team management

Shift work

Safety awareness

Job description

East Midlands Railway in Sheffield is seeking a Customer Service Supervisor to lead our station team, ensuring high standards of customer service and safety. You’ll manage rosters, monitor processes and coach colleagues to deliver consistent experiences.

We offer shift patterns including early, late and night work, comprehensive safety training, and a range of benefits as part of joining One Team, delivering journeys that count.