Station Supervisor

Purpose of the Role

The post holder will actively participate in the Open Access station staffing roster, delivering role model standards of customer service to Grand Central, Hull Trains and Lumo customers at Kings Cross Station, especially during times of service disruption. As Supervisor, the post will carry out additional responsibilities to support and develop the wider team of Station Co-ordinators and represent the Open Access operators at key interfaces with Colleagues, Partners and Stakeholders at Kings Cross Station as outlined below.

• Maintain team records in relation to annual leave, sickness, rest day work and overtime.
• Maintain the Kings Cross master roster and distribute the weekly roster to minimise coverage gaps.
• Manage the station log and elevate any issues to the Head of Customer Engagement.
• Maintain the GC team notice board with up-to-date bulletins and business information.
• Maintain PPE levels and advise the Head of Customer Engagement when stock requires reordering.
• Ensure all necessary equipment is available and in working order.
• Support with recruitment and the delivery of training plans for new starters.
• Co-ordinate with appointed Safety Reps to complete monthly Station Safety Inspections.
• Role model our customer service standards to deliver against Customer Satisfaction targets for KGX station, providing support and guidance to team members, managing team performance and development, and implementing strategies to improve service quality across the team.
• Co-ordinate team response during service disruption, liaising with Control Rooms, Network Rail and other TOC staff to share information, service updates and alternative travel plans to help customers with their journey.
• Be a key contact for Network Rail and other station operators.
• Attend local meetings on behalf of the GC station team and feedback to the Head of Customer Engagement with any actions as required.
• Brief team regarding special events and adjust resourcing levels as required following approval from the Head of Customer Engagement.
• Support the Head of Customer Engagement to develop and deliver annual station safety briefing.
• Maintain confidentiality and adhere to GDPR at all times.
• Support the Head of Customer Engagement in relation to Kings Cross Station matters as required.
• Undertake any other duties as required.

• Provide face to face customer service on behalf of Grand Central, Hull Trains and LUMO – supporting customers and responding to queries such as way finding within the station, train departure times, platform numbers, ticket validity and onward travel information.
• Promote the “Open Access” image of outstanding customer service at all times, using your judgement to Do The Right Thing to resolve issues on behalf of customers.
• Support customers during disruption, when trains are delayed or cancelled, providing updates and information regarding alternative travel options to help customers reach their destination.
• Attend all GC, Hull Trains and Lumo departures, liaising with train crews, helping customers and assisting with the safe and timely boarding of trains.
• Meet and greet GC, Hull Trains and LUMO arrivals where possible, helping customers with any onward travel queries and liaising with train crews as required.
• Promote the ‘Team Kings Cross’ ethos and deliver to the station Service Standards.
• Liaise with Network Rail representatives and other Train Operator staff to ensure a safe and comfortable station environment, taking ownership of your work area in accordance with health and safety guidance, to identify and report any facility issues or equipment faults.
• Ensure your personal safety and that of others at all times.

• Able to coach team members to optimise team performance.
• Able to establish and build strong working relationships with colleagues and stakeholders at all levels.
• Strong communication skills, both written and verbal.
• Able to achieve an excellent standard of customer service by co-ordination of a diverse range of disciplines at Kings Cross.
• Understanding and commitment to working safely.
• Organised with the ability to multi-task, prioritise and manage competing demands.
• Proficient IT skills including MS Word, MS Excel and MS Teams, and comfortable with numerical reasoning.
• Meets industry medical requirements for role.