Customer Service Team Leader (secondment/FTC) (2918)
- Salary:£42,315 along with excellent benefits
- Location:Rail Operations Centre (ROC Three Bridges)
- Contract Type:Permanent
- Closing Date:12 September 2025
Now looking to recruit a Customer Service Team Leader based at Three Bridges (ROC)
Are you able to guide the delivery of passenger information during disruption across the network from the GTR Control at Three Bridges. Acting as the voice of the customer, the role will deliver passenger information during disruption by clearly communicating what the customer needs to do to complete their journey, organising alternative transport and coordination rail replacement buses. The role will influence and monitor the team of Customer Ambassadors to provide exemplary customer service and information delivery to both customers and station teams.
If you have the following experience, we would love to hear from you:-
- Demonstrates a proven track record of achievement while being results driven and a team player.
- Ability to use and understand multiple systems.
- Fasted-paced environment where decisions are critical to the customer.
- Proven capability of building strong relationships within and outside the organisation.
- Experience in working as part of a team.
We are looking for some with the following skill set:-
- Strong problem resolution skills.
- Developing and sustaining strong relationships with Operations colleagues, Network Rail and other Train Operating Companies.
- Identification of customer issues and successful resolution.
- Computer literature with reasonable typing speed.
- Focused, motivated & results orientated.
- Strong attention to detail.
- Good standard of written and spoken English.
- Demonstration of tenacity and positive attitude with an energetic and ‘can do' approach.
- Personable, friendly, and possess a willingness to be a strong customer advocate.
In return we can offer you:-
Free Travel – spouse, partners, dependants (on Southern, Gatwick Express, TL, GN , South Eastern)
75% discount on other TOC
PTAC card (reduction underground pass)
Full Final Salary pension
Enrol into pension scheme
25 day Annual Leave
Benefits

Pension

Staff Travel

Childcare Vouchers

Extra Holidays

Discount Scheme

Long Service Awards

Employee Assistance Programme

The Transport Benevolent Fund

In-House Occupational Health Department

Cycle to Work Scheme
Testimonials
What our staff say
“I work as part of the Fleet Infrastructure team, which means ensuring our 18 Engineering locations operate safely and efficiently. We oversee all building and track maintenance works as well as various minor and major projects across the network.”
Hannah Richards
Fleet Infrastructure Administrator
“I started in a small ticket office back in 1996 and have continued to work my way up ever since. A previous manager told me about a job he’d seen advertised for a trainer. ’d never considered a job in HR or mentoring before then, but he said I’d be perfect for it and I haven’t looked back since!”
Zoey Hudson
Head of Talent, Diversity and Inclusion
“Since April, I’ve helped to support our Kickstart Scheme. It’s been a really rewarding process to be part of because I know first-hand how tough it can be to find work once you’re out of it.”
Jack Gow
Mobile Station Manager
“I love the freedom that comes with being a train driver. Obviously, there are rules and regulations to follow as well as duties and commitments to carry out, but in a way, you’re sort of your own boss, which is nice.”
Ashley John
Train Driver
“I’m a Thameslink passenger host and team leader based at Luton station and I’m currently doing a Level 3 Supervisor apprenticeship so that I can improve my skills even further. I was hesitant to do the apprenticeship at first because of my age – I left school over 60 years ago without any qualifications! It’s been hard to get back into the routine of learning again.”
Bob Bryce
Passenger Host Team Leader
“It was my brother’s suggestion to join the railway. He was already working in the industry and knew I had some university bills to pay off so told me to give it a go, get out of debt and see what I wanted to do next. After a while, it just felt like actually – this is exactly where I’m meant to be. I’m part of a great team and the on-board department as a whole are brilliant to work with. I feel at home here.”
Tonderai Matizha-Johnson
Area Operations Manager
“When I saw that GTR was advertising places for its apprenticeship scheme I looked into it straight away because I thought it was a great opportunity to learn whilst getting real life experience in a 9-5 job. I applied for a level three business administration apprenticeship and was thrilled to find out I had a place on the course! I was so excited that I didn’t even mind it was based 250 miles away from where I lived.”
Harriet Dee
Team Administrator
“Working for GTR is very rewarding and fulfilling. You really feel like you're making a difference to customers, no matter what role you're in as at the end of the day they're the heart of our business. I’ve had lots of opportunities to explore other aspects of the business including supporting our station staff and gaining my Train Dispatch Licence which has been enriching for my experience here.”
Maggie Luckhurst
Platform / Train Dispatch
“If you’ve always had an interest in rail, or maybe you’re just curious to find out what working in the railway might look like, GTR is the operator to go for. Not many companies do an official work experience program and this unique opportunity will give you a good grounding with varied activities to help you find the best place in the railway for you. It certainly did it for me.”
Nathaniel Owen
Station Manager