Customer Service – Train Dispatchers

(GWR & HEX)

(Day and Night Shift Opportunities Available)

📍 Location: London Paddington Station
💰 Grade/Salary: SDA – Circa £30,00 per annum
📂 Business Area: Customer Service

Join the Team Behind One of the UK's Busiest Stations

At Great Western Railway (GWR), our stations teams are at the heart of every customer journey. As the first and last point of contact for thousands of passengers each day, we play a vital role in delivering a safe, efficient and memorable travel experience.

We are currently building a talent pool for future Service Delivery Assistant opportunities at London Paddington Station, with both Day Shift and night-shift positions available.

If you are passionate about customer service, thrive in a fast-paced environment, and can remain calm under pressure, we'd love to hear from you.

About the Role

As a Service Delivery Assistant, you will be a key frontline colleague responsible for ensuring the safe operation of the station and the smooth dispatch of train services.

This is a varied, customer-facing role where no two days are the same. You will be responsible for supporting customers, maintaining safety standards, managing the platform environment and working closely with colleagues to deliver an exceptional station experience.

Safety is at the heart of everything we do, and you will play a crucial role in ensuring the wellbeing of customers, colleagues, contractors and visitors.

Key Responsibilities

You will:

• Deliver outstanding customer service and proactively assist customers with their needs.
• Ensure the safe and punctual dispatch of train services by following approved dispatch procedures.
• Provide customers with accurate information, guidance and support.
• Maintain a safe and secure environment for customers, colleagues, visitors and contractors.
• Monitor station activities and respond appropriately to any unsafe behaviour or conditions.
• Support colleagues across different station operations.
• Work collaboratively with other GWR departments and industry partners, particularly during service disruption, to ensure customers receive timely and accurate information.

What We're Looking For

Essential Skills and Attributes

We are looking for people who:

• Are passionate about delivering exceptional customer service.
• Have a positive, proactive and can-do attitude.
• Are confident making decisions in a fast-paced environment.
• Can remain calm, resilient and professional during challenging situations.
• Are able to follow strict rules, procedures and safety standards.
• Can work effectively both independently and as part of a team.
• Communicate clearly and confidently, both verbally and in writing.
• Understand the importance of working in a safety-critical environment.

Minimum Requirements

You will need:

• Experience working in a customer-facing or safety-focused environment.
• Strong communication and interpersonal skills.
• Good numerical ability.
• The flexibility to work shifts, including weekends and bank holidays where applicable.

About London Paddington Station

Paddington is one of the UK's most iconic and busiest railway stations, operating 24 hours a day in the heart of London.

Serving a diverse range of customers—from daily commuters to long-distance leisure travellers—the station is a vibrant and fast-moving environment where teamwork is essential. We work closely with Network Rail, Transport for London, retail partners, cleaning teams and other stakeholders to provide a safe, welcoming and efficient experience for millions of passengers every year.

No two days are ever the same at Paddington, making it an exciting place to build a rewarding railway career.

Working Patterns

We are recruiting into a talent pool for roles covering:

• Day Shift rotating shift patterns, including weekends and bank holidays.
• Night-shift-only positions. Including weekends and bank holidays

Specific vacancies will be offered as and when approved opportunities become available.

Recruitment Process

Candidates who are successfully shortlisted will be invited to:

1. Complete an online ability assessment.
2. Attend a competency-based interview (subject to passing the assessment).

Successful candidates will also be required to meet the medical standards for the role, including:

• Colour vision assessment
• Hearing assessment
• Drugs and alcohol screening
• A Basic DBS is also required

Full training will be provided at our Training Centre in Swindon, which will last up to three weeks.

Additional Information

This is a Talent Pool vacancy. Successful applicants may be placed into a talent pool and contacted when suitable vacancies become available.

For further information about the role, please contact:

📧 gwrrecruitment@gwr.com

We All Belong at GWR

At GWR, we are committed to creating an inclusive workplace where everyone can thrive.

We welcome applications from people of all backgrounds and actively celebrate diversity in all its forms, including age, gender, ethnicity, religion, disability and LGBTQIA+ identities.

We believe that diverse perspectives help us create better experiences for our customers and stronger outcomes for our colleagues.

We are committed to providing accessible recruitment processes and, wherever possible, flexible working opportunities.

If you require adjustments or additional support during the application process due to a disability or neurodivergent condition, such as dyslexia, dyspraxia or autism, we encourage you to let us know so we can ensure a fair and inclusive experience.

Further support and information:

• https://exceptionalindividuals.com/neurodiversity/
• https://www.healthassured.org/blog/neurodiversity/

 We look forward to welcoming talented individuals who can help us deliver a great journey, every day.