Customer Service – Ticket Barrier Assistant and Train Dispatcher

Locations: London Paddington, Reading, Oxford, Slough, Maidenhead, Didcot Parkway, Newbury

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 two exciting roles: 

Train Dispatcher and Ticket Barrier Assistant. Both 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: As a Train Dispatcher (also known as 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: In this role, which is also known as 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. 

What We're Looking For?

For both 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?

At the stations identified above, both roles involve working shifts, which includes weekends and bank holidays. Shifts may start from 04:30 (depending on location) with late shifts finishing 01:00 (depending on location). Some stations may involve night work.  Full shift details for your preferred location will be provided at the interview. 

About the location?

We are recruiting for the following stations:

London Paddington

Reading

Oxford

Slough

Maidenhead

Didcot Parkway

Newbury

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 on 17th September 2025.  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).
• All shortlisted candidates will then be invited to an assessment day which will include a competency-based interview. 
• Applicants wishing to be considered for a train dispatch role, will be invited to complete an online train dispatch multitasking test prior to attending the assessment day.
• All successful applicants will need to pass a medical assessment, this may include a colour vision test.  You will be required to undertake a drug and alcohol screening, and a Basic DBS check will be required.
• 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/