Service Delivery Supervisor

FirstGroup plc; Taunton; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Free rail travel for you and family

Company health care plan

Discounted shopping

Gym membership

Employee assistance programme

Job summary

GWR in Taunton is seeking a Service Delivery Supervisor to lead a team of Service Delivery Assistants, ensuring trains are dispatched safely and on time while delivering exceptional customer service.

You will work early and late shifts, including weekends and bank holidays, with full training provided in Swindon. The role requires the ability to stay calm under pressure, follow procedures, and prioritise safety and customer care.

Qualifications

• Experience working directly within a team.
• Evidence of numerical ability.
• Ability to remain calm yet directive in a crisis.

Responsibilities

• Leading and coordinating station staff to deliver high standards of customer service and safety at the station
• Providing the highest levels of customer service and being proactive to customer needs
• Ensuring the safe and punctual departure of trains from the station, following correct dispatch procedures
• Providing information and assistance to customers
• Ensuring the safety of customers, staff, visitors and contractors is given the highest priority
• Maintaining a safe, pleasant and clean station environment
• Ensuring customer security by maintaining a strong visibility within the station

Skills

Front line customer service

Team leadership

Decision making

Crisis management

Procedural compliance

Job description

Who are we?

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

We are transforming the way people think about train travel, empowering our team of over 6,000 people from all different backgrounds to make it a great experience for our customers. Together, we will revalue rail as a very special way to travel – relaxing, fast, efficient, friendly and fun.

About the team

Reporting to the Station Manager, you will work with the team of Train Dispatchers, managing the safe and timely arrival/departure of our trains.

About the job

As a Service Delivery Supervisor at Taunton, you will be responsible for leading at team of Service Delivery Assistants, ensuring that trains are dispatched in a safe and timely manner. You will be part of a diverse team, who are passionate about delivering for our customers. They work together, using their varied skill-set, to resolve customer issues and ensure the best possible experience for our passengers.

Your main responsibilities will be:

• Leading and coordinating station staff to deliver the highest standards of customer service and safety at the station
• Providing the highest levels of customer service and being proactive to customer needs
• Ensuring the safe and punctual departure of trains from the station, following correct dispatch procedures
• Providing information and assistance to customers
• Ensuring the safety of customers, staff, visitors and contractors is given the highest priority
• Maintaining a safe, pleasant and clean station environment
• Ensuring customer security by maintaining a strong visibility within the station

You’ll need to be:

• Able to delivery exceptional front line customer service
• Able to demonstrate the ability to lead front line customer service
• A Self-starter with a can do attitude
• Confident when decision making
• Able to remain calm yet directive in a crisis
• Able to work to strict procedures

As a minimum you will need to have:

• Evidence of directly working within a team
• Evidence of numerical ability
• The ability to remain calm yet directive in a crisis

Working pattern

You will need to be able to work shifts covering early and late shifts covering the hours including weekends and bank holidays. The earliest shift start is 0500 hours and the latest shift finish is 2230 hours.

Additional information

Applicants who are successfully shortlisted will be expected to undertake an online ability test and a competency based interview.

The successful candidate will be required to meet the medical standards for the role, which includes colour vision and hearing tests, as well as a drugs and alcohol screen. A Basic DBS Certificate will also be required.

Training will be provided at our Training Centre in Swindon and will last approximately 3 weeks. Training is Monday to Friday, full time hours, and we will provide hotel accommodation and a travel pass.

Due to the nature of the shifts and work involved in these roles, applicants must be 18 years of age or older to apply.

The Reward:

As well as a great team environment and comprehensive training, all GWR colleagues enjoy a range of benefits including on-going development, defined benefit pension scheme, free rail travel across the GWR network for you and your family, company-sponsored health care plan, discounted shopping and gym membership and an employee assistance programme.

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.

If you require additional support to complete your application due to a disability or neurodivergent condition such as 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/