Train Running Supervisor

We are proud to be One Team at East Midlands Railway (EMR). We are passionate about keeping people safe, delighting our customers, doing the right thing and putting customers at the heart of our sustainable railway for the East Midlands. With over 2,400 employees, our people are the reason we are so successful, and the Customer Experience team make a crucial contribution to this. Six times accredited as a Top Employer, we value our people and are dedicated to making sure that everybody feels empowered to bring their authentic self to work.

London is calling... YOU... to join #TeamEMR at St Pancras Station!

Are you enthusiastic, approachable and passionate about delivering great customer service as part of a fun and friendly team? Do you get a buzz from working in a busy, exciting environment where no two days are the same? We're looking for people just like you to recruit into our Talent Pool for a variety of roles in our Customer Services team at London St Pancras station. Take a look at all the roles we're recruiting to here.

We are recruiting for future Train Running Supervisors for London St Pancras station. #TeamEMR

At EMR we want to proactively embrace diversity across our workforce and recognise that we are under-represented in terms of females and ethnic minority groups. We’re therefore taking positive steps to promote a positive and inclusive culture; we welcome applications from those that identify with these groups to better represent our communities.

About the role

We pride ourselves on delighting our customers at every stage of their journey. As a Train Running Supervisor, you will be a key player in ensuring the smooth, safe operation of our services in and out of St Pancras station, providing assistance and information to our customers on the station and working together with the Stations team to deliver any changes to normal operations.

You will assist the Station team with day to day activities by acting as a friendly and approachable 'go to' person for accurate and timely train information, delivering a high standard of customer service. You will be responsible for arranging platform alterations and/or set swaps to avoid disruption to services and communicating any changes effectively to all parties. Where necessary, you will also support the Customer Service Officers and Supervisors with dispatching of trains.

Some of your key duties will involve:

• Liaising closely with station staff, other stations and information control to follow up customer related issues in line with East Midlands Railway visions and values
• Monitoring the progress of all trains due to arrive or depart from St Pancras and acting as the focal point for train information
• Providing all staff at St Pancras with advance information of any delays
• Operating the customer information system where required
• Acting in accordance to the disruption plan, working closely and in agreement with East Midlands Control and the Station Duty Manager
• Maintaining the required knowledge with regard to rules and regulations and safety standards obligations and all other operational guidelines
• Liaising with the Station Duty Manager to ensure that full and accurate information is provided

About You

You will be passionate about delivering excellent customer service on a daily basis, managing challenging situations and keeping people safe. Working closely with the local management team, you will also be pro-active in seeking out opportunities to improve processes and encourage smarter ways of working.

Previous experience in a supervisory or people manager role is essential and you will need to be able to work a shift pattern, which will include early, late and nights, along with weekends and bank holidays.

Although having railway experience is preferable, this is not essential to the role providing that you can demonstrate the criteria above, and all safety critical training will be provided. Offers are therefore subject to satisfactory completion of a safety critical medical assessment, which includes drugs and alcohol screening and colour vision testing.

Not only will you be in line to join a fantastic team at London St Pancras station, you will also enjoy a wide range of benefits:

• Free travel on the East Midlands Railway network.
• Discounted travel (up to 75% off across the rail network and other train operating companies)
• Friends and Family discounted tickets
• Defined benefit railway pension scheme
• Employee benefits portal with access to generous discounts, Cycle 2 Work Scheme …and many more!

This all sound great! What are the next steps?

Submit your online application form and upload your CV. As we operate a blind screening process please remove all personal information including your name from your CV.

If your application is shortlisted, the recruitment stages will be:

• Online Psychometric tests - These are associated with the safety critical nature of the role. These tests are:SCAAT test (Safe Concentration and Attend Test) and SAT test (Safety Awareness Test)
• Assessment Centre - This when we get to meet you in person! We will invite candidates to come and take part in group exercises and individual tasks where you will be assessed against the essential competencies for the role.
• Competency Based Interview - This is the last stage in the process and will take place with our hiring managers, either on the same day as the assessment or at a later stage.

If you successfully pass all stages of the recruitment process, you will either be offered a role, if one is available, or placed into our talent pool, for a maximum time of 12 months. Once you have a place in the pool, you will not need to re-apply for the vacancy again for a whole 12 months. If a role becomes available during this time, we will pick up the phone to make you a job offer!

We promise to treat you fairly, consistently and with respect throughout the application, assessment and selection process.