Ticket Office Supervisor

East Midlands Railway; Leicester; On-site; GBP 25,000 - 35,000; Full time

Job summary

Join a leading railway company as a Ticket Office Supervisor at Leicester Station. This role involves supervising operations, ensuring customer satisfaction, and maintaining safety standards. Ideal candidates will have supervisory experience and a passion for excellent service. Enjoy a competitive salary and benefits including free travel and a pension scheme.

Benefits

Excellent Railway Pension scheme

Free travel on East Midlands Railway

Friends and Family discounted Tickets

75% discount on National Travel

Various training opportunities

Qualifications

• Previous experience in a supervisory or people manager role is essential.
• Preferable to have prior railway experience.

Responsibilities

• Supervise day-to-day operations of the Booking Office and Travel Centre.
• Provide high standards of customer service and accurate information.
• Ensure compliance with safety responsibilities and cash regulations.

Skills

Customer Service

Team Leadership

Education

Supervisory Experience

Job description

We are proud to be One Team at East Midlands Railway (EMR). We are passionate about keeping people safe, delighting our customers, doing the right thing and putting customers at the heart of our sustainable railway for the East Midlands. With over 2,400 employees, our people are the reason we are so successful, and the Customer Experience team make a crucial contribution to this. Nine times accredited as a Top Employer, we value our people and are dedicated to making sure that everybody feels empowered to bring their authentic self to work.

At EMR we want to proactively embrace diversity across our workforce and recognise that we are under-represented in terms of females and ethnic minority groups. We’re therefore taking positive steps to promote a positive and inclusive culture; we welcome applications from those that identify with these groups to better represent our communities.

We have an exciting opportunity to join #TeamEMR as a Ticket Office Supervisor at Leicester Station!

To supervise the day to day operations of the Booking Office and Travel Centre and Assistance Window for the automatic ticket gates.

To provide a high standard of customer service, including accurate and timely information provision, at the station and assist in providing a clean, safe and presentable environment to all Station customers according to contractual obligations.

This is a busy and fast paced role; some of your key duties will involve:

• Ensure compliance with all safety responsibilities as detailed in the appropriate Safety Responsibility Statement.
• Ensure high levels of customer service are provided
• Provide a high quality ticket retailing and customer care service, complying with the current ticket retailing instructions and guidelines.
• Make reservations for customers and assist them with their travel arrangements
• Proactively ensure that information is communicated within the station team and to other locations as appropriate, including the distribution of mail
• Comply fully with station accountancy, cash regulations and internal check procedures to ensure that revenue and vulnerable items are kept secure.
• Confirm accuracy and authorise refund claims up to the delegated authority
• Report all faults, failures and damage as laid down in procedures
• Carry out emergency end of shift routines as required
• Ensure the supply of stores, uniform, supplies and stationary for stations. Ensure that sufficient stores are ordered, waste is avoided where possible, stock checks are undertaken and comprehensive records are maintained
• Maintain a daily log and record events which affect or occur in the booking office
• Deal with all lost property at the station according to station guidelines
• Ensure that the station environment is kept safe for all users in all weather conditions
• In an emergency situation be prepared to assist until resolved or until relieved by an appropriate person
• Report all defects arising in the booking office according to the fault reporting procedures
• Liaise with the Route Manager regularly to discuss ongoing business needs, staff issues, briefs and future communication processes

You will be passionate about delivering excellent customer service daily, managing challenging situations and leading a team with bags of energy. Working closely with the local management team, you will also be pro-active in seeking out opportunities to drive the teams forward.

Previous experience in a supervisory or people manager role is essential. It is also preferable for candidates to have prior railway experience, although this is not essential. Please note this post may require to work shifts including early, late and nights also weekends and bank holidays.

If this sounds like something you're interested in, we want to hear from you!

Once you have successfully passed the recruitment process, you will not need to apply again for 12 months! We will either offer you an immediate vacancy, or place your details in the talent pool which means you are waiting for the next vacancy to arise. As soon as it does, we will pick up the phone and make an offer.

As well as a competitive salary, we’ll also offer you:

• Excellent Railway Pension scheme
• Free travel on East Midlands Railway and Train Operating Companies under Abellio
• Friends and Family discounted Tickets on the EMR Network
• 75% discount on National Travel (inc partner and dependants)
• Various training opportunities
• …and many more!

Ready to take on this exciting opportunity? Submit your online application form and upload your CV.

As we operate a blind screening process please remove all personal information including your name from your CV.

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We welcome applicants from diverse backgrounds, we promote equal opportunities for all. East Midlands Railway is a non-discriminatory employer committed to the recruitment and promotion of all on the basis of ability and merit irrespective of disability, race, gender, health, social class, sexual preference, marital status, nationality, religion, employment status or age. We’ll treat your application fairly and assess you for the job based on merit and skills.

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