Duty Customer Service Leader (GPR)

Please note that we are unable to accept your application if you do not meet the following criteria.

• The post holder must have a comprehensive knowledge of operational procedures, policies, safety standards, and regulatory documents relevant to train dispatch, station security, and passenger services, along with adherence to company values and policies.
• Post holders will need to achieve and maintain train dispatch competency, including awareness of employment policies, customer service and communication, disability awareness, safety in a railway environment, COSHH, manual handling, uniform standards, and fire safety
• The post holder is required to undergo regular competency and fitness assessments to ensure ongoing suitability for train dispatch duties.
• Full training provided and uniform provided
• Candidates will be subject to a Right to Work check & DBS check for this position.
• Applicants must be aged 18 and over

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 the customer travel experience.

Join Our Team as an Duty Customer Service Leader (GPR) at Stansted

About the Role:

We are seeking a dedicated and professional individual to lead our station operations in the absence of the Station Manager. This pivotal role offers the opportunity to deliver effective customer service, ensure safety and security, and contribute to the smooth and efficient running of train services. If you are a proactive team player with strong leadership skills and a commitment to safety and service excellence, we want to hear from you!

Key Responsibilities:

• Act as the person in charge during the absence of the Station Manager, managing station operations and staff to ensure safety and service delivery.
• Communicate and coordinate train service information with internal and external stakeholders to support punctual and efficient train dispatch.
• Maintain safety standards by adhering to all relevant procedures, conducting station checks, and reporting hazards or incidents promptly.
• Deliver effective customer service by assisting passengers, including vulnerable and disabled customers, and ensuring a welcoming station environment.
• Manage operational documentation, incident reports, and logs accurately, ensuring compliance with safety and operational protocols.
• Support emergency response procedures, including evacuation and incident investigations, to maintain a safe environment for staff and passengers.

We’re Looking For Candidates Who:

• Have a friendly, approachable demeanor 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.

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 1ST August 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 is the norm.

Ready to Bring Your G A Game?