Customer Service Supervisor

First Group; Lelant Saltings; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading transport company is looking for a Station Manager to lead operations at St Erth station in the UK. The role requires excellent leadership skills and a passion for delivering top-notch customer service. Responsibilities include overseeing train movements, safety protocols, and managing a team during peak hours. Applicants must be flexible and able to handle the challenges of a busy station. This is a full-time position during peak seasons, with no guaranteed work outside summer.

Qualifications

• Experience of managing a team to deliver a service direct to customers.
• Experience of establishing relationships with customers and stakeholders.
• Able to work to strict procedures with attention to detail.

Responsibilities

• Manage the operational requirements of the station including all train movements.
• Oversee safety and security procedures at the station.
• Lead team members to deliver customer experience during service hours.
• Oversee delivery from contractors and station tenants.

Skills

Customer service

Leadership

Flexible problem-solving

Communication

Decision-making

Job description

Who are we?

GWR is the proud custodian of Brunel's railway - one of the most prestigious networks in the world. We have some of the newest trains in the country and exciting plans to extend our services. With more than one hundred million passenger journeys each year, we carry people to over 275 stations in the South West, from Cornwall and South Wales to London, passing through beautiful country and some of the UK's top tourist destinations.

About the job:

This role is responsible for leading and co-ordinating the stations team to deliver the highest standard of customer service and safety at the stations, taking responsibility for managing all aspects of the station whilst on duty. This is a challenging role that demands great leadership skills, flexibility and an ability to respond to the ever-changing demands of a busy railway station.

Your main responsibilities will be:

• To manage the operational requirements of the station – all train movements, liaison with the signaller; control and the depot, platform arrangements, co-ordination of dispatchers and train turnarounds
• To manage the safety and security of the station environment – ensuring processes and procedures are followed and responding to any safety or security issues that arise
• Ensuring colleagues are deployed to dispatch trains and manage the platform at St Erth and St Ives Station
• To lead and co-ordinate the seasonal team to deliver the best customer experience and respond to the challenges of running a busy railway station
• To oversee the delivery of services from station tenants, contractors, and the ticket office
• To lead, coach and develop colleague's skills and abilities, taking ownership of colleague welfare in the workplace

You'll need to be:

• A great leader and team player, able to remain calm in a crisis and motivate colleagues to deliver the best customer experience at all times
• Flexible with a can-do attitude and able to adapt to an ever-changing environment
• Confident with decision making and able to prioritise the workload of other
• Able to work within guidelines and follow processes and procedures with a professional approach and attention to detail
• Have strong verbal and communication skills that sets high standards of self and others

As a minimum you'll need to have:

• Able to deliver exceptional front-line customer service
• A Self-starter with a can-do attitude
• Confident when decision making
• Able to remain calm yet directive in a crisisAble to work to strict procedures
• Experience of managing a team to deliver a service direct to customers
• Experience of establishing relationships with customers and stakeholders

About the location:

St Erth is home to Cornwall's Multi Modal Transport Hub. The Station is the interchange for services to St Ives, and the stations welcome a significant increase in footfall during the summer.

Additional Information:

This role requires shift working from Easter until October, and whilst seasonal involves fulltime hours during the summer period; there is no guaranteed work outside this period.

Applicants successfully short listed will be invited to undertake a competency based interview which will take place on 28th February 2026.

We all belong at GWR.

This is our vision for providing an inclusive environment for all our 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 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.

We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.

If you require additional support to complete your application due to a disability or neurodivergent condition such as dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.