Service Delivery Supervisor

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

Job summary

A leading transport company is seeking a Dispatch Supervisor at Plymouth Station to ensure safe and punctual train dispatch while delivering excellent customer service. You will lead a team to adhere to safety regulations and maintain high customer service standards. Ideal candidates should have experience in team leadership and customer-facing roles. The position requires strong communication skills and the ability to work safely. Full training will be provided, and a travel pass and accommodation for training will be included.

Benefits

Full training provided

Travel pass for training

Hotel accommodation during training

Qualifications

• Experience in a customer focused position, ideally in an operational environment.
• Evidence of directly working within, and ideally leading a team.
• Strong verbal and written communication skills.

Responsibilities

• Lead and coordinate station staff to deliver high standards of customer service.
• Ensure safe and punctual departure of trains following dispatch procedures.
• Maintain a safe, pleasant, and clean station environment.

Skills

Team leadership

Customer service

Safety awareness

Performance management

Job description

About the team:

You will be working with a vibrant Team of Dispatch Team Leaders, Dispatch staff and a Station Management team working enthusiastically to ensure Plymouth Station delivers a safe and punctual railway operation day in, day out. As this position is also customer facing, your customer service skills will also play a vital role to ensure we follow our values to ensure we are re-valuing rail to our customers passing through Plymouth Station.

About the job:

Working closely with the management team and your fellow supervisors to ensure that on a shift basis, your Team Leaders and Dispatchers have all the required skills, equipment and resources to ensure trains are dispatched on time and, adhering to Rules & Regulations relating to dispatch. As with any frontline position, as a Dispatch Supervisor you will deliver excellent customer service and lead your teams with enthusiasm to ensure our values are delivered to our customers.

Your main responsibilities will be:

• Leading and coordinating station staff to deliver the highest standards of customer service and safety at the station
• Providing the highest levels of customer service and being proactive to customer needs
• Ensuring the safe and punctual departure of trains from the station, following correct dispatch procedures and investigate dispatch irregularities.
• Ensuring the safety of customers, staff, visitors and contractors is given the highest priority
• Maintaining a safe, pleasant and clean station environment
• Ensuring customer security by maintaining a strong visibility within the station
• Ensure your team are briefed on their duties for the day and have full operational equipment
• Ensure your team adhere to uniform standards and GWR policies and procedures on a shift basis

You’ll need to demonstrate:

• Experience in leading a team, preferably within a safety critical environment, but this is not essential
• Proven experience in a customer focused position, ideally in an operational environment
• Ability to work safely as this is a safety critical position
• Enthusiasm and a willingness to learn and deliver the GWR Brand
• Experience in performance management

As a minimum, you will have:

• Evidence of directly working within, and ideally leading a team
• Evidence of numerical ability
• Strong verbal and written communication skills
• Strong people management skills

About the location:

The role is based at Plymouth Station, and a short walk from Plymouth town centre. It is essential that you have your own transport as the times of shifts are often before or after public transport is available.

Working Pattern:

A combination of early and late shifts are expected, and we also have weekend/Bank Holiday Operations to be covered.

Additional Information:

Candidates successfully shortlisted will be invited to undertake an online ability test and upon successful completion of that test will attend a competency based interview. The successful candidate will be required to meet the medical standards for this role including colour vision test, hearing, as well as a drugs and alcohol screen.

Full trainingwill be provided at our Training Centre in Swindon. Training is Monday to Friday and will last up to 3 weeks. A travel pass and hotel accommodation will be provided.

For more information regarding the application process, please contact the Recruitment Team [e-mail]

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.

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We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.

https://exceptionalindividuals.com/neurodiversity/

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