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 the Flagship Station at Paddington 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 ensure we are re-valuing rail to our customers passing through Paddington.

About the job:

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.

Your main responsibilities will be:

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.

You’ll need to be able to demonstrate:

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.

As a minimum, you will have:

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

Additional Information:

Interviews will take place week commencing w/c 29th September 2025.

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.

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Tagged as: railway job, railway jobs, Team Leader