At a Glance
- Tasks: Lead a team, deliver top-notch customer service, and manage station operations at Kings Cross.
- Company: Join the Grand Central Team, a leader in open access rail services.
- Benefits: Competitive pay, career development opportunities, and a vibrant work environment.
- Other info: Dynamic role with opportunities to grow and develop your leadership skills.
- Why this job: Be the face of customer service and make a difference during travel disruptions.
- Qualifications: Strong communication skills and a passion for customer service.
The predicted salary is between 28800 - 43200 € per year.
Join the Grand Central Team as a Station Supervisor at London Kings Cross.
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 Do The Right Thing 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.
Station Supervisor in England employer: Grand Central Railway Company Limited
Grand Central is an exceptional employer, offering a dynamic work environment at the iconic Kings Cross Station in London. With a strong focus on customer service excellence, employees benefit from comprehensive training and development opportunities, fostering both personal and professional growth. The collaborative culture encourages teamwork and innovation, making it a rewarding place to build a career in the rail industry.
Contact Detail:
Grand Central Railway Company Limited Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Station Supervisor in England
✨Tip Number 1
Network, network, network! Get out there and connect with people in the industry. Attend events, join relevant groups on social media, and don’t be shy to reach out to current employees at Grand Central. A friendly chat can sometimes lead to job opportunities!
✨Tip Number 2
Prepare for interviews like a pro! Research common questions for a Station Supervisor role and practice your answers. Think about how you can showcase your customer service skills and experience in managing teams, especially during disruptions.
✨Tip Number 3
Show your passion for customer service! When you get the chance to speak with hiring managers or during interviews, share specific examples of how you've gone above and beyond for customers in the past. This will help you stand out as a candidate who truly embodies the Grand Central ethos.
✨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 genuinely interested in being part of the Grand Central team. Good luck!
We think you need these skills to ace Station Supervisor in England
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Station Supervisor role. Highlight your customer service experience and any relevant skills that match the job description. We want to see how you can bring your unique flair to our team!
Showcase Your Team Spirit:As a Station Supervisor, teamwork is key! In your application, share examples of how you've successfully worked in a team or led a group. We love seeing candidates who can inspire and support their colleagues.
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use clear language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see why you're the right fit for the role.
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 position. We can’t wait to hear from you!
How to prepare for a job interview at Grand Central Railway Company Limited
✨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. Being able to discuss specific scenarios will show that you're prepared and genuinely interested.
✨Showcase Your Team Spirit
As a Station Supervisor, you'll be leading a team, so it's crucial to demonstrate your leadership skills. Prepare examples of how you've supported or developed a team in the past. Talk about your experience in managing performance and how you’ve contributed to a positive team environment.
✨Prepare for Customer Service Scenarios
Expect questions about handling difficult customer situations. Think of examples where you've successfully resolved issues or provided exceptional service. Highlight your ability to stay calm under pressure and your commitment to 'Do The Right Thing' for customers during disruptions.
✨Engage with the Company Culture
Research Grand Central's values and the 'Team Kings Cross' ethos. Be ready to discuss how you align with their mission and how you can contribute to maintaining a safe and comfortable station environment. Showing that you fit into their culture can set you apart from other candidates.
