SOUTHERN Job Description & Safety Responsibility Statement Page 1 of 5 (February 2005)

Transcription

1 SOUTHERN Job Description & Safety Responsibility Statement Page 1 of 5 (February 2005) Job title: Customer Services Team Station Team Leader Grade: Level 2C Safety Critical Shifts: Early, Lates & Nights Reports to: Duty Manager/Station Manager Pay: Location: Brighton Department: Commercial OUR VALUES PROFESSIONAL HONEST FLEXIBLE FRIENDLY - SAFE Job Purpose: To deliver a safe, attractive retail station environment, participating in the safe running of trains and a safe station environment by complying with the GE/RT 8000 Rule Book and local safety directory, providing the highest possible standard of advice, information and service to our customers. An awareness of Ticketing & settlement Agreement and Station Access Agreement as far as they affect the station operation. Key Role Responsibilities and Accountabilities Job Requirements Personal Attributes Lead the day-to-day activities of staff within your control. Comply with all safety requirements as defined, ensuring personal safety and that of others at all times. Communicate effectively with other staff and customers in the interests of safety and customer service using information systems as supplied. Respond to customer requirements and generate solutions by carrying out the Customer recovery policy, keeping business needs in mind. Attend to all faults as required following through fault reporting procedures until completion. Report delays, irregularities, equipment failures or any incident affecting, or which may affect, the safety of the line or service to the customer. Mandatory Requirements: Customer Service Orientation Proactively seeks to service and help the customer, empathetic towards customers needs and actively works towards customer recovery. Oral Communication - Speaks clearly, fluently and in a compelling manner to both individuals and groups. Holds other s attention when speaking. Written Communication - Writes in a clear and concise manner, using appropriate grammar, style and language for the reader. Maintain records of train performance, highlighting reasons for delay, keeping a detailed log of any incidents, which may affect the company or our customers. Carry out emergency procedures as locally specified. Ensure currency of all Rules, Notices and Retail circulars and publications, which may affect your working environment or product knowledge.

2 SOUTHERN Job Description & Safety Responsibility Statement Page 2 of 5 Job Purpose: OUR VALUES PROFESSIONAL HONEST FLEXIBLE FRIENDLY - SAFE Key Role Responsibilities & Accountabilities Job Requirements Personal Attributes Carry out general cleaning duties in accordance with laid down schedule. Carry out general station duties as required. Carry out despatch and split/attach duties as required. Actively comply with the detail of the Security Advice Booklet and local security arrangements Skills: Resilience - Maintains effective work behaviour in the face of setbacks or pressure. Remains calm, stable and in control of themselves. Flexibility - Successfully adapts to changing demands and conditions. Other Information Equipment

3 SOUTHERN Job Description & Safety Responsibility Statement Page 3 of 5 Background: This statement supplements the job description and sets out the safety responsibilities of the post. This statement should be read in conjunction with the job description to which it applies and with the Managing Director s statement of Health & Safety arrangements. This safety responsibility Statement will be kept under review and amended whenever responsibilities are changed. General responsibilities - You are generally responsible for your own safety, health and welfare and for the safety of the activities you carry out. Specific responsibilities - Your specific safety and environmental responsibilities are set out below in Modules that correspond with the Southern Standards and Procedures Manual. Policy, Leadership and Resourcing You must ensure that you are aware of the safety reference library facilities, which are provided in the Safety and Environment Department at Go-Ahead House, Croydon. Planned Inspections You must ensure that you comply with the procedures, which exist to remedy substandard acts and conditions found in the workplace. Accident Investigation - You must ensure that all accidents and near misses are reported to your supervisor as detailed on the safety notice board (SNB). You must co-operate with Network Rail or the enforcing authority when formal enquiries are held into accidents or incidents. Emergency Planning You must comply with your obligations regarding security checks, bomb threats and explosions as detailed on the SNB. You must ensure that you understand the local emergency plan at each location at which you are required to work as are detailed on SNBs. Emergency Planning (Continued) You must comply with your obligations regarding accidents on Network Rail controlled infrastructure as detailed o the SNB. You must understand the local winter precautions action plan at each location at which you are required to work. These are displayed on SNBs. Rules Competencies, Permits and Licences You must ensure that the general safety and health (Rule Book Module G-1 or Southern Code of Conduct) and other operating publications are received and understood by you. You must ensure that you do not drive motor vehicles owned, hired or leased by Southern unless in possession of a valid licence appropriate for the vehicle being driven. Employee Training You must attend the following courses within three months of appointment: Defibrillator Training Fire safety and train evacuation Emergency First Aid PTS Split and Attach Train Despatch Personal Protective Equipment (PPE) You are responsible for ensuring that you wear the required PPE as directed by the local manager or supervisor when visiting locations where it is required. You will be issued with the following PPE on a personal basis: High Visibility vest Safety shoes

4 SOUTHERN Job Description & Safety Responsibility Statement Page 4 of 5 Health Controls You must comply with the refusal to work on grounds of safety and health procedures as detailed in Module 1.4 of the Southern Standards and Procedures Manual. You must comply with the alcohol and drugs policy as detailed in Module 12.7 of the Southern Standards and Procedures Manual. You must comply with the procedure for Control of Substances Hazardous to Health as detailed in Module 12.3 of the Southern Standards and Procedures Manual. You must comply with your obligations regarding the chain of care and support as detailed in Company procedures. You must comply with the procedure for Control of Asbestos as detailed in Module 12.8 of the Southern Standards and Procedures Manual. You must report any cases of occupational ill health to your supervisor. Engineering Controls You must report urgent safety related defects to your supervisor. Personal Communications You must attend a local job induction training session on your first day at a new location. Employee Group Meetings/Briefings You must attend regular briefings with your supervisor, which will cover safety and environmental issues. Promotion of Safety Issues You must ensure you are familiar with the contents of the SNB. Environmental Matters You must ensure that any incidents, which could lead to environmental damage, are reported immediately to your supervisor. In particular, where a risk of pollution of air, ground, surface water, sewers or other persons or wildlife exists. Purchasing and Procurement You must comply with the Company s standards for purchasing procurement and stores provision as produced by the Head of Procurement. Legal Responsibilities You have legal responsibilities for yourself and others under various legislation. These are the principal Acts and Regulations that apply: Fire Precautions Act 1971 Health & Safety at Work etc., Act 1974 Health & Safety (First Aid) Regulations 1981 Health & Safety (Display Screen Equipment) Regulations 1992 Management of Health & Safety at Work Regulations 1992 Manual Handling Operations Regulations 1992 Personal Protective Equipment at Work Regulations 1999 Provision and Use of Work Equipment Regulations 1998 Workplace (Health, Safety & Welfare) Regulations 1992 Control of Substances Hazardous to Health Regulations (COSHH) 1999 The Reporting of Injuries, Diseases and Dangerous Occurrences Regulations 1995 You must comply with the Disability Discrimination Act and Disabled Persons Protection Policy requirements. A summary of the provisions of these and other Health & Safety and Environmental Acts and Regulations is available from the Head of Safety and Environment. Copies of all Safety and Health Legislation are kept in the Safety Reference Library at Go- Ahead House, Croydon.

5 SOUTHERN Job Description & Safety Responsibility Statement Page 5 of 5 Acknowledgement of this Job Description & Safety Responsibility Statement You should complete the details in the acknowledgement below Southern Job Description & Safety Responsibility Statement Acknowledgement I acknowledge the receipt of the Job Description and statement of the Safety Responsibility associated with my post. I understand these responsibilities, which have been explained to me and training needs have been identified and agreed. Signed Job Title Name: Location Date I have explained the Safety Responsibilities associated with the post of 2C Customer Services Team Station Team Leader Early, Lates & Nights to the post holder and I am satisfied that they understand these responsibilities. Training needs have been identified and timescales for such training agreed. Signed Job Title Name: Location Date