Grade: MS
About the team:
The role sits within the On-Train team which consists of guards, customer hosts and revenue protection colleagues and falls under the Customer Service and Operations directorate.
About the job:
The primary purpose of the role is leadership of people and management of processes to enable delivery of business excellence and efficiency. The focus is on getting things done safely, through others, to deliver quality, predictability, customer service and the management of both cost and revenue to deliver competitive advantage.
Your main responsibilities will be:
* To ensure the local Train Plan is met safely and effectively by leading and supporting a highly motivated and competent workforce
* To ensure compliance with all corporate safety and operational standards and GWR safety requirements.
* To ensure that Guards are assessed as competent in accordance with company standards to provide a safe train service
* To lead and motivate our Train Managers and Conductors to deliver consistently customer service excellence
* To coach and develop colleagues and drive up the standards
* To implement GWR policies and procedures to exceed target KPIs
* To raise areas for improvement and help achieve these improvements
* To undertake an on-call commitment.
You'll need to be:
* pro-active in your approach to managing our colleagues and our KPls
* passionate about customer service
* able to analyse performance and trends to drive up standards
* able to think ahead and develop contingency plans
* qualified as an assessor, or willing to gain qualification
* adaptable in your hours, including early starts and late finishes
As a minimum you'll need to have:
* experience of managing people and building relationships at all levels
* the ability to lead and motivate a team
* good influencing skills
* strong organisational skills
* knowledge of delay attribution
* worked as a train guard for at least two years
* an assessor qualification is desirable
About the location:
The role will be based at Reading station. The station is a short walk from the shopping centre.
Working Pattern:
You will need to be flexible with your working hours to meet the exigencies of the role.
Additional Information:
This role has an on-call commitment.
This role is a six-month secondment to supplement the team at a time when there are many trainee guards.
For further information please contact Martin Cliff, Senior Guards Manager on 07718 119951.
Please submit your application online via the internal FirstGroup careers website: https://internal.firstgroupcareers.com/
In case of technicaldifficulties when submitting your application, please contact the Recruitment Team at gwrrecruitment@gwr.com
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