At a Glance
- Tasks: Lead a team at Kings Cross, ensuring top-notch customer service and smooth station operations.
- Company: Join the dynamic Grand Central team, known for its commitment to customer satisfaction.
- Benefits: Enjoy perks like medical insurance, wellness packages, and travel passes after probation.
- Other info: Diverse and inclusive workplace with opportunities for personal and professional growth.
- Why this job: Make a real impact in a fast-paced environment while developing your leadership skills.
- Qualifications: Strong communication skills and a passion for customer service are essential.
The predicted salary is between 30000 - 42000 € per year.
Join the Grand Central Team as a Station Supervisor.
Organisation: Grand Central
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.
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 prorata 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.
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.
Location: London Kings Cross
Station Supervisor in London employer: Grand Central
Grand Central is an exceptional employer, offering a vibrant work culture at the iconic Kings Cross Station in London. With a strong focus on employee development and a commitment to outstanding customer service, we provide comprehensive benefits including medical insurance, wellness packages, and family travel passes. Join us to be part of a diverse team that values your contributions and supports your growth in a dynamic environment.
StudySmarter Expert Advice🤫
We think this is how you could land Station Supervisor in London
✨Tip Number 1
Network like a pro! Get out there and chat with people in the industry. Attend events, join online forums, or even pop into Kings Cross Station to meet current staff. Building connections can open doors that you didn’t even know existed.
✨Tip Number 2
Show off your customer service skills! When you get the chance to interact with potential employers, make sure to highlight your experience in delivering top-notch service. Share specific examples of how you've gone above and beyond for customers.
✨Tip Number 3
Be proactive! If you see an opportunity at Grand Central, don’t wait for it to be advertised. Reach out directly through our website and express your interest. A little initiative can go a long way!
✨Tip Number 4
Prepare for the unexpected! As a Station Supervisor, you’ll need to handle disruptions smoothly. Practice scenarios where things don’t go as planned and think about how you’d manage those situations. This will show your problem-solving skills during interviews.
We think you need these skills to ace Station Supervisor in London
Some tips for your application 🫡
Show Your Customer Service Skills:As a Station Supervisor, customer service is key! Make sure to highlight any previous experience where you've gone above and beyond for customers. We want to see how you can bring that 'Open Access' image to life!
Be Organised and Detail-Oriented:This role involves managing rosters and team records, so it's important to showcase your organisational skills. Mention any tools or methods you use to stay on top of tasks. We love a candidate who can juggle multiple responsibilities!
Communicate Clearly:Strong communication is essential in this role. Use clear and concise language in your application, and don’t forget to mention any experience you have in liaising with different stakeholders. We appreciate candidates who can connect the dots!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you're keen to join the Grand Central Team!
How to prepare for a job interview at Grand Central
✨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 Station.
✨Communicate Clearly and Confidently
Strong communication is essential for this role. Practice articulating your thoughts clearly, especially when discussing how you would liaise with stakeholders and manage customer queries during disruptions.
✨Demonstrate Your Problem-Solving Abilities
Prepare to share examples of how you've resolved issues in high-pressure situations. Highlight your judgement in making decisions that benefit customers, as this aligns with the 'Do The Right Thing' ethos of Grand Central.
