At a Glance
- Tasks: Lead a dynamic team and ensure top-notch customer service at Kings Cross Station.
- Company: Join the Grand Central Team, a leader in open access rail services.
- Benefits: Enjoy perks like medical insurance, wellness packages, and travel passes after probation.
- Other info: Embrace diversity and grow in a supportive environment with excellent career opportunities.
- Why this job: Make a real difference in people's journeys while developing your leadership skills.
- Qualifications: Strong communication skills and a passion for customer service are essential.
The predicted salary is between 28800 - 43200 € per year.
Join the Grand Central Team as a Station Supervisor at London Kings Cross. Ready to take charge, support a high-performing team and keep Kings Cross moving? If you thrive under pressure and love helping people, this role could be your next stop.
Purpose of the Role
As a Station Supervisor, you will actively participate in the Open Access station staffing roster, delivering role model standards of customer service to Grand Central, Hull Trains and Lumo customers at Kings Cross Station, especially during times of service disruption.
As Supervisor, you will carry out additional responsibilities to support and develop the wider team of Station Co‑ordinators and represent the Open Access operators at key interfaces with Colleagues, Partners and Stakeholders at Kings Cross Station.
Responsibilities
- Maintain team records in relation to annual leave, sickness, rest day work and overtime.
- Maintain the Kings Cross master roster and distribute the weekly roster to minimise coverage gaps.
- Manage the station log and escalate any issues to the Head of Customer Engagement.
- Maintain the GC team notice board with up-to-date bulletins and business information.
- Maintain PPE levels and advise the Head of Customer Engagement when stock requires reordering.
- Ensure all necessary equipment is available and in working order.
- Support with recruitment and the delivery of training plans for new starters.
- Co‑ordinate with appointed Safety Reps to complete monthly Station Safety Inspections.
- Role‑model our customer service standards to deliver against Customer Satisfaction targets for KGX station, providing support and guidance to team members, managing team performance and development, and implementing strategies to improve service quality across the team.
- Co‑ordinate team response during service disruption, liaising with Control Rooms, Network Rail and other TOC staff to share information, service updates and alternative travel plans to help customers with their journey.
- Be a key contact for Network Rail and other station operators.
- Attend local meetings on behalf of the GC station team and feedback to the Head of Customer Engagement with any actions as required.
- Brief team regarding special events and adjust resourcing levels as required following approval from the Head of Customer Engagement.
- Support the Head of Customer Engagement to develop and deliver annual station safety briefing.
- Maintain confidentiality and adhere to GDPR at all times.
- Support the Head of Customer Engagement in relation to Kings Cross Station matters as required.
- Undertake any other duties as required.
As a participant in the station staffing roster:
- Provide face‑to‑face customer service on behalf of Grand Central, Hull Trains and LUMO – supporting customers and responding to queries such as wayfinding within the station, train departure times, platform numbers, ticket validity and onward travel information.
- Promote the "Open Access" image of outstanding customer service at all times, using your judgement to resolve issues on behalf of customers.
- Support customers during disruption, when trains are delayed or cancelled, providing updates and information regarding alternative travel options to help customers reach their destination.
- Attend all GC, Hull Trains and Lumo departures, liaising with train crews, helping customers and assisting with the safe and timely boarding of trains.
- Meet and greet GC, Hull Trains and LUMO arrivals where possible, helping customers with any onward travel queries and liaising with train crews as required.
- Promote the 'Team Kings Cross' ethos and deliver to the station Service Standards.
- Liaise with Network Rail representatives and other Train Operator staff to ensure a safe and comfortable station environment, taking ownership of your work area in accordance with health and safety guidance, to identify and report any facility issues or equipment faults.
- Ensure your personal safety and that of others at all times.
Skills & Knowledge
- Able to coach team members to optimise team performance.
- Able to establish and build strong working relationships with colleagues and stakeholders at all levels.
- Strong communication skills, both written and verbal.
- Able to achieve an excellent standard of customer service by co‑ordination of a diverse range of disciplines at Kings Cross.
- Understanding and commitment to working safely.
- Organised with the ability to multi‑task, prioritise and manage competing demands.
- Proficient IT skills including MS Word, MS Excel and MS Teams, and comfortable with numerical reasoning.
- Meets industry medical requirements for role.
Benefits available upon completion of probation period (3-6 months):
- Friends & Family Passes pro‑rata allocation of return standard class journeys (terms & conditions apply).
- Company Medical Insurance provided by AXA PPP Healthcare (taxable benefit).
- Company Wellness Package (including dental/optical treatment) provided by WPA (taxable benefit).
- Child Care Vouchers Scheme.
- Cycle to Work Scheme.
- Arriva Village employee rewards and benefits scheme.
Ready to start your next journey? If you’re passionate about making a difference and supporting our Grand Central Team, we want to hear from you! Let’s build the future together!
At Arriva/Grand Central we acknowledge the importance of our people's diverse experiences, talents, and cultures. Embracing diversity and creating inclusion is a key component of our talent strategy. The creation of a diverse, inclusive workforce is central to our ability to unlock potential and enhance our success.
Station Supervisor in London employer: Grand Central Rail
At Grand Central, we pride ourselves on fostering a dynamic and inclusive work environment at the iconic Kings Cross Station. As a Station Supervisor, you will not only lead a dedicated team but also enjoy comprehensive benefits such as medical insurance, wellness packages, and opportunities for personal growth. Join us in delivering exceptional customer service while being part of a supportive community that values diversity and teamwork.
StudySmarter Expert Advice🤫
We think this is how you could land Station Supervisor in London
✨Tip Number 1
Get to know the company! Research Grand Central and its values. When you walk into that interview, show us you understand what we stand for and how you can contribute to our mission at Kings Cross.
✨Tip Number 2
Practice your customer service skills! As a Station Supervisor, you'll be the face of Grand Central. Role-play common scenarios with friends or family to get comfortable handling customer queries and disruptions.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might just land you a recommendation when applying through our website.
✨Tip Number 4
Be ready to showcase your leadership skills! Think of examples where you've successfully managed a team or resolved conflicts. We want to see how you can inspire and support your colleagues at Kings Cross.
We think you need these skills to ace Station Supervisor in London
Some tips for your application 🫡
Show Your Passion for Customer Service:When writing your application, let your enthusiasm for customer service shine through. Share specific examples of how you've gone above and beyond to help customers in the past. We love candidates who are genuinely excited about making a difference!
Tailor Your Application:Make sure to customise your application to reflect the skills and experiences that align with the Station Supervisor role. Highlight your ability to manage teams, handle pressure, and communicate effectively. We want to see how you fit into our Grand Central family!
Be Clear and Concise:Keep your application straightforward and to the point. Use clear language and avoid jargon. We appreciate candidates who can communicate their thoughts effectively, just like we do with our customers at Kings Cross.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re serious about joining our team!
How to prepare for a job interview at Grand Central Rail
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Station Supervisor. Familiarise yourself with customer service standards and how to handle service disruptions. This will help you demonstrate your knowledge and show that you're ready to take charge.
✨Showcase Your Team Leadership Skills
As a Station Supervisor, you'll be managing a team. Prepare examples of how you've successfully coached or supported team members in the past. Highlight your ability to build strong relationships and communicate effectively, as these are key skills for the role.
✨Prepare for Scenario Questions
Expect questions about how you'd handle specific situations, like a service disruption or a difficult customer. Think through potential scenarios and your responses ahead of time. This will help you stay calm under pressure and show that you can think on your feet.
✨Emphasise Your Commitment to Safety
Safety is paramount in this role. Be ready to discuss your understanding of health and safety protocols and how you would ensure a safe environment for both customers and staff. This shows that you take your responsibilities seriously and prioritise the well-being of everyone at Kings Cross.
