Revenue Team Leader

Are you a customer focused individual who wants to lead a team?

Do you have an experience of leading teams within a customer service based industry?

We have an excellent opportunity within our Customer Service department for a
Revenue Team Leader
based at
St Pancras International Station
.

We are seeking a self-motivated individual who will report to the Station Manager, leading a team of Revenue Control Officers. You must be comfortable and effective in leading your team and providing them the support and development they need to enable them to perform their roles effectively.

As a
Revenue Team Leader
, you are a key member of staff whose responsibility is to provide a high level of information to our customers as well as a feeling of safety, security and well-being whilst protecting the revenue of Govia Thameslink Railway.

Our vision is to provide our customers with a welcoming, seamless, well-informed, consistent and relaxed travel experience which will encourage additional and repeat business whilst ensuring our customers consistently talk about our service positively.

Key to your role, at all times, is being visible and anticipating the needs of the customer to meet their expectations. You and your team will often be the first point of contact our customers will meet on their journey.

These roles cover early starts and late finishes, so due to the shift times you must live in the local area and have available independent transport to ensure that you arrive at the station for the first shift and work your last shift as required as there may not always be a train service available.

Experience / Skills / Requirements

• A demonstrable ability to engage, lead and motivate your team
• A proactive approach coupled with passion and ability to support and develop your team
• Exceptional levels of customer service, each and every time – you will be a role model for others to follow
• Demonstrable experience of managing customers effectively in difficult environments
• Process and procedures for ticket office knowledge required
• You must be able to demonstrate a high level of numerical ability
• An effective communicator and must be able to demonstrate this both through your application and or assessments
• Confidence to make decisions in a customer focused manner and carry out instructions effectively

In return, you'll be rewarded with an interesting and varied work schedule, in an environment where
learning and progression
is actively encouraged. You'll enjoy
great company and industry benefits
, as well as the support of a passionate team. Along with comprehensive and ongoing training, your benefits will include free travel on our network, privilege rate oyster card, up to 75% off travel on other TOCs (train operating companies), final salary pension and much more.

“It was my brother’s suggestion to join the railway. He was already working in the industry and knew I had some university bills to pay off so told me to give it a go, get out of debt and see what I wanted to do next. After a while, it just felt like actually – this is exactly where I’m meant to be.

I’m part of a great team and the on-board department as a whole are brilliant to work with. I feel at home here.”

Tonderai Matizha-Johnson
Area Operations Manager

“When I saw that GTR was advertising places for its apprenticeship scheme I looked into it straight away because I thought it was a great opportunity to learn whilst getting real life experience in a 9-5 job. I applied for a level three business administration apprenticeship and was thrilled to find out I had a place on the course! I was so excited that I didn’t even mind it was based 250 miles away from where I lived.”

“Working for GTR is very rewarding and fulfilling. You really feel like you're making a…