Service Delivery Supervisor

FirstGroup; West Alvington; On-site; GBP 28,000 - 35,000; Full time

Job summary

A leading transport operator in the United Kingdom is seeking a Dispatch Supervisor based in Plymouth Station. The successful candidate will lead station staff, ensuring high standards of customer service, safety, and punctual train departures. The role demands a proactive approach to customer needs and strong team leadership skills to foster a safe working environment. Prior experience in a customer-focused role and the ability to work varied shifts are essential. Own transport is necessary due to shift timings.

Qualifications

• Experience in leading a team, preferably within a safety critical environment.
• Proven experience in a customer focused position, ideally in an operational environment.
• Ability to work safely as this is a safety critical position.
• Strong verbal and written communication skills.
• Strong people management skills.

Responsibilities

• Lead and coordinate station staff to deliver customer service and safety.
• Ensure safe and punctual departure of trains.
• Maintain a clean station environment.
• Brief team on duties and ensure adherence to policies.

Skills

Team leadership

Customer service

Safety compliance

Communication

Performance management

Job description

About the job

Working closely with the management team and your fellow supervisors to ensure that on a shift basis, your Team Leaders and Dispatchers have all the required skills, equipment and resources to ensure trains are dispatched on time and, adhering to Rules & Regulations relating to dispatch. As with any frontline position, as a Dispatch Supervisor you will deliver excellent customer service and lead your teams with enthusiasm to ensure our values are delivered to our customers.

Responsibilities

• 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 and investigate dispatch irregularities.
• 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
• Ensure your team are briefed on their duties for the day and have full operational equipment
• Ensure your team adhere to uniform standards and GWR policies and procedures on a shift basis

You'll need to demonstrate

• Experience in leading a team, preferably within a safety critical environment, but this is not essential
• Proven experience in a customer focused position, ideally in an operational environment
• Ability to work safely as this is a safety critical position
• Enthusiasm and a willingness to learn and deliver the GWR Brand
• Experience in performance management

As a minimum, you will have

• Evidence of directly working within, and ideally leading a team
• Evidence of numerical ability
• Strong verbal and written communication skills
• Strong people management skills

About the location

The role is based at Plymouth Station, and a short walk from Plymouth town centre. It is essential that you have your own transport as the times of shifts are often before or after public transport is available.

Working Pattern

A combination of early and late shifts are expected, and we also have weekend/Bank Holiday Operations to be covered.

Additional Information

Candidates successfully shortlisted will be invited to undertake an online ability test and upon successful completion of that test will attend a competency based interview. The successful candidate will be required to meet the medical standards for this role including colour vision test, hearing, as well as a drugs and alcohol screen.

Contact

For more information regarding the application process, please contact the Recruitment Team