Who are we?

GWR is the proud custodian of Brunel's railway - one of the most prestigious networks in the world.  We have some of the newest trains in the country and exciting plans to extend our services.   With more than one hundred million passenger journeys each year, we carry people to over 275 stations in the South West, from Cornwall and South Wales to London, passing through beautiful country and some of the UK's top tourist destinations. 

We are transforming the way people think about train travel, empowering our team of over 6,000 people from all different backgrounds to make it a great experience for our customers.  Together, we will revalue rail as a very special way to travel – relaxing, fast, efficient, friendly and fun.

Customer Service Vacancies:–  

Customer Care Assistant

Ticket Barrier Assistant (Gateline Assistant)

Train Dispatcher (Service Delivery Assistant)

Location: London Paddington, Reading, Oxford

Are You a Customer Service Star? Step Into the Spotlight!

We're looking for enthusiastic, customer-focused individuals to join our team at Great Western Railway in these exciting roles: 

Customer Care Assistant, Ticket Barrier Assistant, and Train Dispatcher. All positions involve working on the front line of customer service, ensuring passengers have a smooth, safe, and enjoyable journey. If you're passionate about helping others and thrive in dynamic environments, these roles could be perfect for you! 

About the Roles?

Train Dispatcher (Service Delivery Assistant):-

As a Service Delivery Assistant, you'll carry out essential station duties, such as train dispatch, assisting customers, and ensuring the station is clean, safe, and welcoming. Your responsibilities will include:

• Ensuring the safe and timely departure of trains by following dispatch procedures.
• Offering clear information and helpful assistance to customers.
• Maintaining the cleanliness of station areas, including platforms and waiting rooms.
• Ensuring the safety and security of customers, colleagues, and visitors.
• Collaborating with other GWR departments to provide accurate and timely updates, especially during disruptions. 

Ticket Barrier Assistant (Gateline Assistant):-

As a Gateline Assistant, you will be the face of GWR at the station's ticket barriers, creating a positive first impression and managing customer flow. Your responsibilities will include:

• Managing the operation of ticket barriers and responding to customer inquiries.
• Ensuring the security of the gateline area and addressing customer needs during disruptions.
• Inspecting and issuing tickets, as well as selling tickets using a mobile ticket machine.
• Keeping the gateline area clear of rubbish and maintaining a professional appearance. 

Customer Care Assistant:- 

As a Customer Care Assistant, you will provide customer assistance to our passengers and work closely with station staff in providing this service.  These roles have full time and part time opportunities.  Your responsibilities will include:

• Dealing with our most vulnerable customers who book travel assistance plus any additional customers who need guidance and luggage assistance 
• Carrying out a range of manual handling activities, including putting ramps down on trains to help customers with wheelchairs and luggage
• Maintaining a high presence outside in all elements across the station

• You will also be providing travel information and helping to maintain a safe environment 

What We're Looking For?

For all roles, you'll need to be:

• Committed to delivering extraordinary customer service.
• A self-starter with a can-do attitude.
• Confident in making decisions, even in high-pressure situations.
• Calm and customer-focused during disruptions or crises.
• Comfortable working within strict procedures. 

Minimum Requirements?

• Ability to work as part of a team or independently.
• Strong verbal and written communication skills.
• Evidence of numerical ability. 

Working Pattern?

These roles involve working shifts, including weekends and bank holidays. Shifts will vary depending on the role and location.  Some roles will start from 04:30 with late shifts finishing 01:00. These times will vary depending on location.  Some stations may involve night work. 

About the location?

We are recruiting for London Paddington, Reading, Oxford. You must live within 60 minutes of the station that you are applying for.

Additional information?

Shortlisted candidates will be invited to an assessment day scheduled for mid-June.  This vacancy is advertised to fill current and future vacancies at the above stations. 

What to Expect?

• After submitting your application, you'll complete an online assessment (recommended on a laptop/computer).
• Shortlisted candidates will be asked to complete an online ability test and will then be invited to a competency-based interview. 
• Successful applicants will need to pass a medical assessment, including a colour vision test and drug and alcohol screening, as well as a Basic DBS check.
• Full training will be provided, including a 3-week training programme in Swindon.

The Reward

As well as a great team environment and comprehensive training, all GWR colleagues enjoy a range of benefits including on-going development, defined benefit pension scheme, free rail travel across the GWR network for you and your family, company-sponsored health care plan, discounted shopping and gym membership and an employee assistance programme. 

We all belong at GWR. This is our vision for providing an inclusive environment for all our colleagues, ensuring all candidates have an equal opportunity to access meaningful employment.

We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.

We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.

We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.

If you require additional support to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, please follow the links below.  We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.

https://exceptionalindividuals.com/neurodiversity/

https://www.healthassured.org/blog/neurodiversity/