Service Delivery Team Leader (Nights)

FirstGroup Internal; Greater London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A vibrant opportunity exists at Paddington Station for a Dispatch Team Leader to manage teams ensuring timely train dispatch and excellent customer service. The role requires leadership experience in a customer focus environment and the ability to motivate teams while maintaining safety standards. Shifts may vary as Paddington operates 24 hours a day, including weekends and holidays.

Benefits

Flexible working options

Inclusive environment

Qualifications

• Proven experience in a customer-focused position.
• Experience in leading a team.
• Strong verbal and written communication skills.

Responsibilities

• Manage day-to-day performance of teams ensuring on-time train dispatch.
• Drive team engagement and customer service culture.
• Ensure safety and operational equipment readiness.

Skills

Customer Service

Team Leadership

Safety Compliance

Communication

Numerical Ability

Job description

About the team:

You will be working with a vibrant Team of Dispatch Supervisors, Dispatch staff and Station Management team who enthusiastically ensure the Flagship Station at Paddington delivers a safe and punctual railway operation day in, day out. As this position is also customer facing your customer service skills will also play a vital role to ensure we follow our values to ensure we are re-valuing rail to our customers passing through Paddington.

About the job:

Youwill be working with a vibrant Team of Dispatch Supervisors and Dispatch staff at Paddington station. Working closely with the Dispatch Supervisors and your teams you will ensure that on a shift basis trains are dispatched on time and, adhering to Rules & Regulations relating to dispatch. This is an ideal position for colleagues who wish to progress within GWR, as you will gain good experience in leading teams on shift basis at a Flagship Station. As with any frontline position as a Dispatch Team Leader you will deliver excellent customer service and lead your teams with enthusiasm to ensure our values are delivered to our customers.

Your main responsibilities will be:

• Responsible for the day-to-day performance of your allocated teams to create an engaged and customer faced team and, undertake train dispatch as per the Rule Book
• Drive engagement through actively motivating day to day performance by coaching your team
• Embed our customer service culture and drive exemplary customer service, continuously engage with your team
• Ensure your team is working safely and following regulations
• Ensure your team are briefed on their duties for the day and have full operational equipment

You'll need to be:

• Proven experience in a customer focused position, ideally with Supervisory experience in an operational environment
• Ability to work safely as this is a safety critical position
• Show Enthusiasm and a willingness to learn and deliver the GWR Brand

As a minimum you'll need to have:

• Evidence of directly working within, and ideally leading 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:

Paddington is a very vibrant station within the heart of London. The station is very busy and is great place to working with every day being different.

Working Pattern:

As Paddington is a 24 hour operation the shifts cover earlies, lates and nights, including weekends and Bank Holidays.

Additional Information:

If successfully shortlisted, you will be invited to undertake an online ability test, and competency based interview. The interviews will take place w/c 30th June 2025. The successful candidate will be expected to meet the medical standards for the role, including colour vision, hearing tests as well as a drugs and alcohol screen.

For further information please contact David Morgan, Duty Station Manager on 07894 811083.

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

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 valueour 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 andencourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.

We reviewall 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/

https://www.healthassured.org/blog/neurodiversity/