Train Dispatch & Customer Service Lead

Great Western Railway (Gwr); Swindon; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

On-going development

Defined benefit pension scheme

Free rail travel for you and family

Company-sponsored health care plan

Discounted shopping and gym membership

Employee assistance programme

Job summary

Great Western Railway is seeking a Service Delivery Supervisor in Taunton to lead a team of Service Delivery Assistants, ensuring safe and timely train dispatch and excellent customer service. You’ll coordinate staff, respond to passenger needs and uphold safety standards across the station.

The role requires the ability to make decisive, calm decisions under pressure, work to defined procedures and maintain a secure, welcoming station environment for customers and colleagues.

Qualifications

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

Responsibilities

• Lead and coordinate station staff to deliver high customer service and safety.
• Provide highest levels of customer service and be proactive to customer needs.
• Ensure safe and punctual departure of trains from the station.
• Provide information and assistance to customers.
• Ensure safety of customers, staff, visitors and contractors.
• Maintain a safe, pleasant and clean station environment.
• Maintain customer security by strong station visibility.

Skills

Front line customer service

Leadership

Numerical ability

Decision making

Crisis management

Team work

Job description

Great Western Railway is seeking a Service Delivery Supervisor in Taunton to lead a team of Service Delivery Assistants, ensuring safe and timely train dispatch and excellent customer service. You’ll coordinate staff, respond to passenger needs and uphold safety standards across the station.

The role requires the ability to make decisive, calm decisions under pressure, work to defined procedures and maintain a secure, welcoming station environment for customers and colleagues.