Shift Station Supervisor- Kings Cross Station

Brief Description

Lead the station team to deliver excellent customer service on a shift basis so that work is undertaken safely and to relevant standards and a first class customer service experience is delivered. This role requires a valid security vetting clearance prior to start. Candidates who have lived outside the UK in the last 3 years must notify us if invited to interview.

Key Accountabilities

1. Supervise the team including any agency staff on a shift basis to create a safe environment and deliver excellent customer service.
2. Undertake and direct station staff work activities in line with the requirements of relevant safety procedures, confirming that checks are accurately recorded and that non-compliances are dealt with accordingly in order to continuously improve standards.
3. Work with all station users to create a safe and secure environment, taking appropriate steps to prevent accidents, and reporting and investigating accidents or incidents.
4. Respond and act, in line with agreed procedures and protocols, to emergencies and incidents, interfacing with the internal and external stakeholder as required.
5. Provide customer service as appropriate, and assist Shift Station Managers in raising standards of customer service delivery by monitoring operations and feeding back to individuals.
6. Conduct shift briefings, allocate shift responsibilities across the team, check that equipment issued to the team on a shift basis is used correctly, and arrange cover of roles for short notice.
7. Liaise with the British Transport Police and other Police Forces to implement plans to prevent and curtail criminal activity on the station.
8. Undertake regular checks of the station, taking a proactive role in dealing with hazards or unsafe conditions, checking that all occurrences are appropriately logged.
9. Undertake allocated duties as prescribed within the emergency plans and check that the team follow these through diligently.

Job Skills, Experience and Qualifications

Essential

• Excellent written and oral communication and interpersonal skills
• Previous experience of dealing with different types of situations assertively
• Strong customer service skills
• Good education including GCSE or equivalent in Maths and English
• Previous experience of managing challenging / confrontational situations
• Previous experience of working in a pressured environment
• Understanding of Health, Safety and Environmental regulations
• Ability to achieve the Station Incident Officer Training once appointed

Desirable

• Previous experience of supervising a team
• IOSH / NEBOSH qualification
• Conversational additional language to English

EEO Statement

We’re committed to creating a diverse, inclusive workplace that reflects the communities we serve.

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