Service Delivery Team Leader

FirstGroup Internal; Exeter; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading transportation company is looking for a Service Delivery Team Leader at Exeter St Davids. In this role, you will lead a team of Service Delivery Assistants to ensure safe train departures and exceptional customer service. Responsibilities include coordinating station staff, providing assistance to customers, and maintaining a secure environment. Candidates should demonstrate leadership skills and the ability to remain calm in crises. Experience in a team and strong communication skills are essential.

Qualifications

• Evidence of directly working within a team.
• Evidence of numerical ability.
• Strong verbal and written communication skills.

Responsibilities

• Lead and coordinate station staff for customer service.
• Ensure safe and punctual train departures.
• Provide assistance to customers.

Skills

Exceptional front line customer service

Leadership ability

Decision making

Calm under pressure

Following strict procedures

Job description

About the team:

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

About the job:

As a Service Delivery Team Leader at Exeter St Davids, 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\'ll need to have:

• Evidence of directly working within a team
• Evidence of numerical ability
• Strong verbal and written communication skills
• The ability to remain calm yet directive in a crisis

About the location:

Exeter St Davids is a major interchange station and is very busy with over 3.5 million customers using the station every year and has approximately 200 trains per day arriving and leaving the station.

Working Pattern:

This role involves shift working, including weekends and bank holidays.

AdditionalInformation:

As part of the recruitment process, you may be required to undertake an ability test. A competency based interview will be required for those short listed. Interviews will take place 25th February 2026.

The successful candidate will be required to meet the medical standards for the role including colour vision test and drugs and alcohol screen.

For furtherinformation please contact Debbie Ferris, Station Manager on 07718862130.

For moreinformation regarding the application process, please contact the Recruitment Team [e-mail]

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We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a 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.

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https://exceptionalindividuals.com/neurodiversity/

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