Ticket Office Supervisor

We have an exciting opportunity to join us as a Ticket Office Supervisor at Leicester Station!

To supervise the day to day operations of the Booking Office and Travel Centre and Assistance Window for the automatic ticket gates.

To provide a high standard of customer service, including accurate and timely information provision, at the station and assist in providing a clean, safe and presentable environment to all Station customers according to contractual obligations.

This is a busy and fast paced role; some of your key duties will involve:

Ensure compliance with all safety responsibilities as detailed in the appropriate Safety Responsibility Statement.
Ensure high levels of customer service are provided
Provide a high quality ticket retailing and customer care service, complying with the current ticket retailing instructions and guidelines.
Make reservations for customers and assist them with their travel arrangements
Proactively ensure that information is communicated within the station team and to other locations as appropriate, including the distribution of mail
Comply fully with station accountancy, cash regulations and internal check procedures to ensure that revenue and vulnerable items are kept secure.
Confirm accuracy and authorise refund claims up to the delegated authority
Report all faults, failures and damage as laid down in procedures
Carry out emergency end of shift routines as required
Ensure the supply of stores, uniform, supplies and stationary for stations. Ensure that sufficient stores are ordered, waste is avoided where possible, stock checks are undertaken and comprehensive records are maintained
Maintain a daily log and record events which affect or occur in the booking office
Deal with all lost property at the station according to station guidelines
Ensure that the station environment is kept safe for all users in all weather conditions
In an emergency situation be prepared to assist until resolved or until relieved by an appropriate person
Report all defects arising in the booking office according to the fault reporting procedures
Liaise with the Route Manager regularly to discuss ongoing business needs, staff issues, briefs and future communication processes

You will be passionate about delivering excellent customer service daily, managing challenging situations and leading a team with bags of energy. Working closely with the local management team, you will also be pro-active in seeking out opportunities to drive the teams forward.

Previous experience in a supervisory or people manager role is essential. It is also preferable for candidates to have prior railway experience, although this is not essential. Please note this post may require to work shifts including early, late and nights also weekends and bank holidays.

If this sounds like something you’re interested in, we want to hear from you!

Once you have successfully passed the recruitment process, you will not need to apply again for 12 months! We will either offer you an immediate vacancy, or place your details in the talent pool which means you are waiting for the next vacancy to arise. As soon as it does, we will pick up the phone and make an offer.

As well as a competitive salary, we’ll also offer you:

Excellent Railway Pension scheme
Friends and Family discounted Tickets on our Network
75% discount on National Travel (inc partner and dependants)
Various training opportunities
…and many more!

We promote equal opportunities for all.

Railway Executives is a non-discriminatory employer committed to the recruitment and promotion of all on the basis of ability and merit irrespective of disability, race, gender, health, social class, sexual preference, marital status, nationality, religion, employment status or age. We’ll treat your application fairly and assess you for the job based on merit and skills.