At a Glance
- Tasks: Lead competency assessments and support colleague development in a dynamic rail operations environment.
- Company: Join GTS Rail Operations Ltd., a top train operator transforming travel across London.
- Benefits: Competitive salary, career growth opportunities, and a focus on safety and performance.
- Other info: Collaborative culture with a commitment to excellence and innovation.
- Why this job: Make a real impact on customer experience and operational safety in the rail industry.
- Qualifications: Experience in station management and strong coaching skills are essential.
The predicted salary is between 40000 - 50000 £ per year.
GTS Rail Operations Ltd. is an industry-leading train operator committed to setting a new standard for travel across London
We are now seeking a motivated and experienced Assessor Manager to join our Customer Experience team.
What you will do
As the Assessor Manager, you will play a critical role in ensuring that all colleagues across the Central Operating Section remain fully compliant and competent under the GTS Competence Management System (CMS).
You will
- Carry out competency assessments and monitoring activities for station and customer experience colleagues in line with CMS requirements.
- Provide clear, constructive and well-documented feedback, including assessment decisions on performance and competence.
- Recommend additional monitoring or support where sub-standard performance or risk factors are identified.
- Design proactive and reactive Competence Development Plans (CDPs) to support colleague performance and development.
- Brief colleagues on operational, safety and procedural updates using corporate and departmental material.
- Support operational incident investigations and work with Station Management to design and implement CDPs following incidents.
- Contribute to improvements in the Competence Management System and participate in internal quality assurance and standardisation activities.
- Maintain your own competence requirements and ensure compliance with relevant standards, policies and procedures.
- Provide assurance to the Senior Competency Manager that operational standards are being consistently met.
- Support the development and review of task-based and workplace risk assessments for COS operations.
- Champion safety and environmental responsibilities, proactively identifying risks, improving safety performance and encouraging efficient resource use.
- Engage with internal stakeholders—including Stations, Learning & Development and Operational Compliance—to enhance operational safety and customer satisfaction.
What you will bring
We are looking for someone with the operational expertise, coaching capability and leadership presence to support colleagues and uphold the highest safety and performance standards.
You will bring
Education & Training
- CAVA or A1 Assessor Award (desirable)
- IOSH or similar safety-related qualification
- Incident investigation or root cause analysis training (desirable)
- Non-Technical Skills/Human Factors training (desirable)
Experience & Competencies
- Dispatch Safety critical license is required for this role that has been in place for over 12 months
- Recent experience of station or platform management (including train dispatch) or the ability to attain this.
- Up-to-date certification in rules and regulations relevant to station operations (or ability to attain).
- Strong understanding of station operations, conditions of service, rostering practices and competency development.
- Experience coaching and improving individual performance in a supportive and constructive manner.
- Strong analytical skills with the ability to interpret numerical and operational data.
- Excellent communication skills, with the confidence to influence decisions and behaviours at all levels.
- Ability to work independently, prioritise effectively and deliver against challenging targets.
- A broad technical knowledge of rail operations, station procedures, systems and regulations.
Personal Qualities
- Ability to build strong working relationships across diverse teams.
- Customer-focused approach, actively listening to and understanding operational needs.
- Clear and persuasive communicator with strong judgement and professionalism.
- Highly organised, able to plan ahead and manage competing priorities.
- Effective problem-solver with the ability to analyse issues and develop practical solutions.
- Flexible and resilient when responding to pressure, operational challenges or change.
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Assessor Manager in London employer: The Go-Ahead Group
Go-Ahead Group is an exceptional employer, offering a dynamic work environment in London where finance professionals can thrive. With a strong commitment to employee wellbeing, flexible working arrangements, and a focus on personal growth, we empower our team members to make impactful contributions while enjoying a healthy work-life balance. Join us to be part of a diverse and inclusive culture that values your insights and fosters collaboration across all levels.
StudySmarter Expert Advice🤫
We think this is how you could land Assessor Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at The Go-Ahead Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like The Go-Ahead Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Assessor Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to The Go-Ahead Group:Your cover letter is your chance to shine! Tell us why you want to work at The Go-Ahead Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at The Go-Ahead Group!
How to prepare for a job interview at The Go-Ahead Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
