Service Delivery Supervisor

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 re-value rail to our customers passing through Plymouth Station.

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.

• 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

• 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

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

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.

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

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.

For further information, please contact Sharon Holloway, Station Manager on

For more information regarding the application process, please contact the Recruitment Team on

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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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