At a Glance
- Tasks: Lead a dynamic team to deliver exceptional customer service across various stations.
- Company: Join a leading railway operator with a strong commitment to customer satisfaction.
- Benefits: Enjoy a competitive salary, 32 days annual leave, and free travel across networks.
- Other info: Flexible shifts and excellent career growth opportunities await you!
- Why this job: Make a real difference in customers' journeys while developing your leadership skills.
- Qualifications: Experience in team leadership and customer service is essential.
The predicted salary is between 27000 - 33000 £ per year.
£24,500 rising to £37,200 + Regional Allowance + Sundays. As the General Purpose Relief (GPR), one day you could be covering Platform, the next Gateline or Salespoint duties. You could be working any of the shifts (early, late or nights) and any of the duties required for the above roles with the roster published on a Thursday to cover the following week. Covering stations across the Sutton, you must be able to be flexible. These roles cover 24 hour operation, due to the shift times you must live in the local area and have available transport to ensure that you arrive at the station for the first shift and work your last shift as required as there may not always be a train service available.
Are you an experienced Team Leader? Do you also enjoy working in a customer facing position? As our GPR, you get to do both: You will be passionate about delivering outstanding customer service each and every time, a role model for others to follow. You must be comfortable and effective in leading your team of up to 20 and providing them the support and development they need to enable them to perform their roles effectively. Through you and your team, our vision is to provide our customers with a welcoming, seamless, well-informed, consistent and relaxed travel experience. One which will encourage additional and repeat business whilst ensuring our customers consistently talk about our service positively. Key to your role, at all times, is being visible and anticipating the needs of the customer to meet their expectations. You and your team will often be the first point of contact our customers will meet on their journey.
All roles may involve standing for long periods of time, working weekends and bank holidays. Platform based roles are safety critical due to the direct involvement with the operational railway.
Experience / Skills / Requirements:
- A demonstrable ability to engage, lead and motivate your team.
- A positive approach coupled with passion and ability to support and develop your team.
- Demonstrable experience of managing customers effectively in difficult environments.
- You must be able to demonstrate a high level of numerical ability.
- An effective communicator and must be able to demonstrate this both through your application and or assessments.
- Able to make decisions in a customer focused manner and carry out instructions effectively.
What you'll get:
- Living locally, you'll have a short commute.
- You will also get a good salary, once trained, in addition to our excellent benefits package which includes 32 days annual leave per year and a final salary pension scheme.
- In addition to this, you'll get free travel across our networks and 75% discount off other train service providers and leisure travel for your spouse/partner and dependents.
We reserve the right to remove this posting earlier than advertised should suitable candidates be appointed.
Customer Services Team Leader (2C-GPR Sutton Area) employer: Govia Thameslink Railway
GTR is an exceptional employer, offering a dynamic work environment at the Rail Operations Centre in Three Bridges, where no two days are the same. With a strong commitment to employee well-being, we provide a comprehensive benefits package including a final salary pension, health care, and generous travel discounts for you and your family, alongside opportunities for professional growth and a supportive work-life balance through our flexible shift structures. Join us to be part of a dedicated team that values safety, collaboration, and continuous improvement in rail operations.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Team Leader (2C-GPR Sutton Area)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Govia Thameslink Railway. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Govia Thameslink Railway before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Services Team Leader (2C-GPR Sutton Area)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Govia Thameslink Railway:Your cover letter is your chance to shine! Tell us why you want to work at Govia Thameslink Railway specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Govia Thameslink Railway!
How to prepare for a job interview at Govia Thameslink Railway
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
