At a Glance
- Tasks: Lead a dynamic team and ensure smooth operations at Kings Cross Station.
- Company: Join the Grand Central Team, a leader in customer service.
- Benefits: Enjoy perks like medical insurance, wellness packages, and travel passes.
- Other info: Embrace diversity and grow your career in a supportive environment.
- Why this job: Make a real difference by helping customers and enhancing their travel experience.
- 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 employer: Grand Central Rail
Grand Central is an exceptional employer located at the bustling Kings Cross Station, offering a dynamic work environment where teamwork and customer service excellence are at the forefront. Employees benefit from a comprehensive wellness package, opportunities for professional growth, and a commitment to diversity and inclusion, making it a rewarding place to develop your career while supporting a high-performing team. Join us in delivering outstanding service and making a real difference in the travel experience of our customers.
StudySmarter Expert Advice🤫
We think this is how you could land Station Supervisor
✨Tip Number 1
Get to know the company! Research Grand Central and its values. When you walk into that interview, show them you’re not just another candidate but someone who genuinely cares about their mission and customer service standards.
✨Tip Number 2
Practice your people skills! As a Station Supervisor, you'll be dealing with all sorts of customers. Role-play common scenarios with friends or family to boost your confidence in handling queries and disruptions.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider info about the role and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the Grand Central team!
We think you need these skills to ace Station Supervisor
Some tips for your application 🫡
Show Your Passion:When you're writing your application, let your enthusiasm for the role shine through! We want to see how much you care about customer service and supporting a team at Kings Cross. Share any relevant experiences that highlight your passion.
Tailor Your CV:Make sure your CV is tailored to the Station Supervisor role. Highlight your skills in coaching, communication, and organisation. We love seeing how your past experiences align with what we’re looking for, so don’t hold back!
Be Clear and Concise:Keep your application clear and to the point. Use bullet points where possible to make it easy for us to read. We appreciate straightforwardness, especially when it comes to your skills and experiences.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do – just follow the prompts!
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, as these are key aspects of the role.
✨Showcase Your Team Leadership Skills
Be prepared to discuss your experience in coaching and developing team members. Think of specific examples where you've successfully managed a team or improved performance, as this will demonstrate your ability to lead at Kings Cross.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills, especially during service disruptions. Practice responding to hypothetical situations where you need to coordinate with various stakeholders to ensure customer satisfaction.
✨Demonstrate Strong Communication Skills
As a Station Supervisor, you'll need to communicate effectively with both customers and colleagues. During the interview, focus on articulating your thoughts clearly and confidently, showcasing your verbal and written communication abilities.
