Customer Service Team Leader -`Farringdon

As the Team Leader you will be passionate about delivering outstanding customer service each and every time.

You must be comfortable and effective in leading your team, of up to 40 and providing them the support and development they need to enable them to perform their roles effectively. You will have previous experience of leading teams within a customer service based industry.

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

There may be occasions where you have to cover the Station Mangers position.

This roles cover 24 hour operation, 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.
• You must be able to demonstrate a high level of numerical ability.
• Due to the shift times, which will vary, you must live in the local area and have available independent transport.
• 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.

“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 difference to customers, no matter what role you're in as at the end of the day they're the heart of our business. I’ve had lots of opportunities to explore other aspects of the business including supporting our station staff and gaining my Train Dispatch Licence which has been enriching for my experience here.”

“If you’ve always had an interest in rail, or maybe you’re just curious to find out what working in the railway might look like, GTR is the operator to go for. Not many companies do an official work experience program and this unique opportunity will give you a good grounding with varied activities to help you find the best place in the railway for you.

It certainly did it for me.”

Nathaniel Owen
Station Manager

“I work as part of the Fleet Infrastructure team, which means ensuring our 18…