Station Supervisor

STATION SUPERVISOR

Job Purpose

To deliver excellent customer service by ensuring the safe and efficient operation of the Station and platform-train interface. Lead, perform, manage, and develop other Station Staff to reach their full potential and deliver excellent service in accordance with relevant policies, procedures and standards.

Job Summary

• Manage the day to day performance of station staff to ensure the effective operation of the station including the booking on/off of staff. assessing their suitability to commence duties and monitoring their performance throughout the shift
• Maintain a safe, secure, and customer friendly environment by ensuring compliance to company standards and various local and network instructions. Inspect the entire station premises
• Deal effectively and appropriately with platform station interface situations by providing dwell time management to enhance station service delivery times, ensuring platform areas are effectively staffed, that station service disruption is minimized and that lost time is avoided.
• Ensure PA announcements provide safety information and station destination information to customers.
• Implement all necessary safety related procedures including detrainment, evacuation and congestion control, liaising with emergency services and senior management e.g. Incident Officer, Duty Operations Manager, etc.
• Keep customers informed about service disruptions and provide alternative route suggestions
• Control station related incidents e.g. power failure, passenger accident as necessary to minimize service disruption and lost time.
• Taking charge of serious incidents until the arrival of Senior Managers.
• Keep customers informed about service disruptions and provide alternative route suggestions.
• Oversee the work of contractors and cleaners, ensuring that work is carried out safely and completed to the relevant time and quality standards
• Solving any problems with the relevant management
• Operate, check, and inspect all station equipment (e.g. CCTV, PA, electrical equipment, smoke detectors, control rooms, booking offices, etc. as appropriate to the station) in accordance with the appropriate standard routines and schedules.
• Conduct minor maintenance activities
• Supervise other staff in the performance of such activities, ensuring that they are carried out safely.
• Role model, excellent customer service in all areas of station activities

• Open and close the station to times specified by the Company, maintaining control of  keys to ensure security

• Provide swift, efficient and friendly assistance to customers on station premises, adapting customer service approaches according to the type of customer.

• Provide a high standard of customer service by role modeling the company values, and portraying a smart, helpful and professional image to all ( e.g. customers, tenants, visitors, contractors, and staff.
• Manage the deployment, attendance, and performance of stations staff to meet changing customer and service demands, and conduct performance and development sessions for station staff as per company procedure.
• Coach staff as necessary to improved the delivery of customer service

Requirements:

• Bachelor's degree in a related field or Fresh Graduate
• Ability to deal effectively and to a high level of customer service standard with all types of customers, including those with special needs
• Ability to sell , and prepare accounts
• Be able to demonstrate assurance and competence, as appropriate to the location
• Knowledge of gas station operation, customer service targets and goals
• Excellent oral and written communication skills