At a Glance
- Tasks: Lead the customer service team and ensure smooth station operations daily.
- Company: Join South Western Railway, connecting communities across South West England.
- Benefits: Enjoy free travel, discounts, training, and a great pension scheme.
- Other info: Flexible working patterns and a commitment to diversity and inclusion.
- Why this job: Make a real difference in customer service while developing your leadership skills.
- Qualifications: Supervisory experience and a passion for top-notch customer service.
The predicted salary is between 30000 - 40000 £ per year.
Who are we? South Western Railway (SWR) operates over 1,500 services each weekday across the network and employs more than 5,000 people. We provide easy and convenient mobility, connecting people and communities in South West London, southern counties of England, and the Isle of Wight.
About the job This role will require you to deliver the Customer Service objectives in relation to Station Operations on a day-to-day basis through the Customer Service team at the station whilst also ensuring that all staff under your control recognise and actively display the South Western Railway's values and behaviours in their service delivery. To take the lead in all activities relating to the day-to-day running of the station whilst on duty and lead the station team in all aspects of customer service delivery. Deputise for the Customer Service management Team, as necessary.
Responsibilities:
- Assist in the management of train running performance at your station/s and take action to minimise disruption and delay.
- Monitor staffing levels at your station/s to ensure that our obligations are met and opportunities to increase customer service are maximised.
- Monitor and maintain a safe environment for customers, contractors, the general public and employees of all companies using the premises.
- Provide information, direction coaching and training for all employees in the customer service department.
- Carry out relevant aspects of people processes as required.
- Manage our leased property to ensure that it is well maintained, safe and fit for purpose.
- Ensure all staff are regularly briefed on all activities that affect their area of responsibility.
- Carry out the requirements of the on call service as necessary.
Requirements:
- Supervisory experience
- Extensive experience of working within a customer service industry
- Ability to deal with changing priorities
- Strong leadership ability
- A passion for delivering the highest level of customer service
Applicants requiring a visa must have at least 6 months remaining at the time of appointment.
Working pattern: Flexible.
The Reward In return we offer a competitive salary and a variety of valuable benefits, including:
- Free duty and leisure travel on SWR services for employees
- Free leisure travel for spouse/partner and dependants (criteria dependent)
- 75% discount on many other train operating companies
- Full training and support with development
- Excellent pension scheme
We all belong at SWR. Our vision is to provide an inclusive environment for all colleagues, ensuring all candidates have an equal opportunity to access meaningful employment. We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent. We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive. If you require additional support to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, we encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.
FDSM Bournemouth employer: Job Search Place Limited
South Western Railway (SWR) is an exceptional employer, offering a dynamic work environment in Bournemouth where you can thrive in your career while making a meaningful impact on customer service. With a strong commitment to employee development, inclusive culture, and generous benefits such as free travel and a robust pension scheme, SWR ensures that all team members feel valued and supported. Join us to be part of a diverse team dedicated to connecting communities and enhancing the travel experience for all.
StudySmarter Expert Advice🤫
We think this is how you could land FDSM Bournemouth
✨Tip Number 1
Network like a pro! Reach out to current or former employees at South Western Railway on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by practising common questions related to customer service and leadership. We recommend role-playing with a friend to get comfortable with your answers and showcase your passion for delivering top-notch service.
✨Tip Number 3
Dress the part! First impressions matter, so make sure you look smart and professional when you show up for interviews. It shows you’re serious about the role and respect the company’s values.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can keep you fresh in their minds and show that you’re genuinely interested in the position. Plus, it’s a great chance to reiterate why you’d be a perfect fit!
We think you need these skills to ace FDSM Bournemouth
Some tips for your application 🫡
Show Your Passion for Customer Service:When writing your application, let your enthusiasm for customer service shine through. We want to see how you connect with people and create positive experiences, so share specific examples of how you've gone above and beyond in previous roles.
Tailor Your Application:Make sure to customise your application to reflect the values and behaviours of South Western Railway. Highlight your supervisory experience and how it aligns with our commitment to delivering top-notch customer service at the station.
Be Clear and Concise:Keep your application straightforward and to the point. Use clear language and structure your thoughts logically. This will help us easily understand your qualifications and how you can contribute to our team.
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Job Search Place Limited
✨Know the Company Inside Out
Before your interview, make sure you research South Western Railway thoroughly. Understand their values, mission, and the services they provide. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Showcase Your Customer Service Skills
Since this role is heavily focused on customer service, prepare specific examples from your past experiences where you excelled in delivering exceptional service. Highlight how you handled difficult situations and what you did to ensure customer satisfaction.
✨Demonstrate Leadership Qualities
As a supervisory role, it’s crucial to exhibit strong leadership skills. Be ready to discuss your leadership style and provide examples of how you've successfully managed a team, especially in high-pressure situations. This will reassure them that you can lead the station team effectively.
✨Prepare Questions for Them
Interviews are a two-way street, so come prepared with thoughtful questions about the role and the company culture. This shows that you’re engaged and serious about the position. Ask about their approach to customer service or how they support staff development.
