Service Delivery Team Leader

About the team?

You will be working with a vibrant Team of Dispatch Supervisors, Dispatch staff and Station Management team who enthusiastically 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?

You will be working with a vibrant Team of Dispatch Supervisors and Dispatch staff at Paddington station. Working closely with the Dispatch Supervisors and your teams you will ensure that on a shift basis trains are dispatched on time and, adhering to Rules & Regulations relating to dispatch.

 

Your main responsibilities will be:

Responsible for the day-to-day performance of your allocated teams to create an engaged and customer faced team and, undertake train dispatch as per the Rule Book
Drive engagement through actively motivating day to day performance by coaching your team
Embed our customer service culture and drive exemplary customer service, continuously engage with your team
Ensure your team is working safely and following regulations
Ensure your team are briefed on their duties for the day and have full operational equipment.

 

You’ll need to be:

Proven experience in a customer focused position, ideally with Supervisory experience in an operational environment
Ability to work safely as this is a safety critical position.

 

As a minimum you will need to have:

Evidence of directly working within, and ideally leading a team
Evidence of numerical ability
Strong verbal and written communication skills
The ability to remain calm yet directive in a crisis

 

Working pattern?

As Paddington is a 24 hour operation the shifts cover earlies, lates and nights, including weekends and Bank Holidays.

 

Additional information:

If successfully shortlisted, you will be invited to undertake an online ability test, and competency based interview. The successful candidate will be expected to meet the medical standards for the role, including colour vision, hearing tests as well as a drugs and alcohol screen. A Basic DBS is also required.

Full training is provided which takes place at our Training Centre in Swindon. Training will take place Monday to Friday and will last up to 3 weeks.

 

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.

If you require additional support to complete your application due to a disability or neurodivergent condition such as dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.

Tagged as: Team Leader, train dispatch