Area Relief Customer Services Supervisor

Kickstart Your Career with Greater Anglia!   

Are you looking to launch your career in a dynamic and supportive environment? Greater Anglia, a key player in the railway network from London Liverpool Street to the East of England, is offering an exciting opportunity to join our team. With our new, modern, and environmentally friendly trains, now is the perfect time to join us as we elevate customer travel experience.  

Join Our Team as an Area Relief Customer Service Supervisor at Colchester North Station. This role is an Area Relief position & along with Colchester, this role will require you to also cover Chelmsford & Beaulieu Park Station. 

Role Details 

• · This role is (shift-based, including early starts, late finishes, weekends, and bank holidays) 
• · You must be able to arrange your own transport for early/late shifts. Earliest shift is from 0550am, and latest shift finishes by 2240pm. 
• · Full training and uniform provided 
• · You should be able to complete and maintain A1 assessor qualifications 
• · You should be familiar with risk assessments and other documentation supporting Safety Systems of Work associated with roles at working locations. 

About the Role 

As an Area Customer Service Supervisor, you’ll be the friendly face of Greater Anglia, delivering leadership to station-based teams, including deployment and coaching of colleagues to optimize customer experience. Your key responsibilities will include: 

• · Adhere to Company Policies: Operate within the established rules and regulations, maintaining knowledge of safety requirements, and execute duties aligned with the Company’s beliefs and brand values. Including working knowledge of Company Safety Management System. 
• · Supervisory Responsibilities: Provide direction to station colleagues, manage welfare and work arrangements, and facilitate communication and training to enhance team performance and 
•  customer service. You will need to provide team management & engagement activities as well as conduct return to work for colleagues. 
• · Station Operations: Ensure efficient station operations by complying with procedures, managing customer movements, providing accurate information, and maintaining a secure and clean environment. You will also need to be familiar with winterisation and fire alarm procedure. 
• · Customer Service: Deliver a level of customer service by proactively addressing passenger needs, providing real-time travel information. You will be needed to dispatch and assist with platform marshalling. You will need to assist mobility and visually impaired passengers by greeting them and arranging onward travel. 
• · Incident Management: Effectively respond to emergencies, conduct safety checks, report incidents and faults, and collaborate with management and contractors to optimise operations and improve customer experience. 

We’re Looking For Candidates Who 

• · Have a friendly, approachable demeanour with the ability to communicate effectively 
• · Are calm under pressure, able to think on their feet, and able to handle various situations 
• · Possess a “can-do” attitude and enjoy working as part of a team 
• · Take pride in providing top-notch customer service and passionate in ensuring customer safety 
• · Have team spirit and bring your unique self to strengthen our team and foster a positive work environment. 
• · Have familiarity with rail products and services including passenger timetable and interfacing services. 

What’s in it for you? 

Travel Discounts: Enjoy free travel on Greater Anglia and 75% off with other train operators, plus discounts for eligible family members too! 

International Adventures: After 12 months, unlock discounted international travel for you and your family. 

Exclusive Discounts: Access the GA Hapi App for deals on shopping, dining, and fun days out. 

Vouchers for Loved Ones: Get 12 annual discount vouchers for family and friends to enjoy. 

Wellbeing Support: 24/7 employee assistance, eyecare vouchers, flu jabs, and physiotherapy services. 

Pension Perks: Start with a Defined Contribution pension, with the option to upgrade to a Final Salary pension after 2 years. 

Family-Friendly Policies: We’ve got you covered with maternity, paternity, adoption leave, and shared parental leave after 26 weeks. 

Save While You Spend: Cycle to work and tech purchase schemes once you pass probation. 

The closing date for all completed applications is on Friday 30th May 2025. 

Please note vacancies can close earlier due to high influx of candidate applications 

At Greater Anglia we are proud of the work that we do. We're investing to help shape the future of rail in the UK and being a part of our team gives you every opportunity to contribute to the journey we are on. 

Join Us and Experience: 

Inclusivity & Respect: Be yourself and thrive in a supportive environment where every idea and person is valued. Help us be Greater Together. 

Community & Teamwork: Work together to deliver the best for our customers while enjoying a friendly, can-do atmosphere. 

Pride & Progress: Contribute to meaningful change and a sustainable future, with continuous improvement as the norm. 

Ready to Bring Your GA Game?