FDSM Surbiton

Do you have a passion for delivering the highest level of customer service? Could you help to ensure that journeys for thousands of customers for work, leisure, and special events are safe and enjoyable? Could you lead, develop and motivate a diverse team of customer service employees? Then this could be the role for you. This role will require you to deliver the Customer Service objectives in relation to Station Operations on a day-to-day basis through the Customer Service team at the station whilst also ensuring that all staff under your control recognise and actively display the South Western Railway's values and behaviours in their service delivery. To take the lead in all activities relating to the day-to-day running of the station whilst on duty and lead the station team in all aspects of customer service delivery. Deputise for the Customer Service management Team as necessary. Your main responsibilities will be :

• Assist in the management of train running performance at your station / s and take action to minimise disruption and delay.
• Monitor staffing levels at your station / s to ensure that our obligations are met and opportunities to increase customer service are maximised.
• Monitor and maintain a safe environment for customers, contractors, the general public and employees of all companies using the premises.
• Provide information, direction coaching and training for all employees in the customer service department.
• Carry out relevant aspects of people processes as required.
• Manage our leased property to ensure that it is well maintained, safe and fit for purpose.
• Ensure all staff are regularly briefed on all activities that affect their area of responsibility.
• Carry out the requirements of the on-call service as necessary.
  
  Supervisory experience
• Extensive experience of working within a customer service industry
• Ability to deal with changing priorities
• Strong leadership ability
• A passion for delivering the highest level of customer service
• Applicants requiring a visa must have at least 6 months remaining at the time of appointment.
  
  Working an average of 37 hours a week over any 5 days out of 7.
Early 06 : 30 - 14 : 30, Late 14 : 15 - 21 : 30 Monday to Friday, Saturdays 08 : 00-20 : 00 and Sundays 09 : 00 - 17 : 00. The Reward : In return we offer a competitive salary and a variety of valuable benefits, including :
• Free duty and leisure travel on SWR services for employee
• Free leisure travel for spouse / partner and dependants (criteria dependant)
• 75% discount on many other train operating companies
• Full training and support with development
• Large range of exclusive retail offers
• Excellent pension scheme