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.

About the team: 

The Role is Team Leader of the Gateline at Didcot Parkway Your role will be to welcome passengers and to protect the company's revenue. As a Team Leader you will also be responsible to supervise, lead and motivate your fellow colleagues to deliver excellent customer service.

About the job: 

The purpose of the role is to lead the team and to deliver excellent customer service with Integrity and Empathy to all our customers.

Your main responsibilities will be:

• Manage, lead, monitor and develop a team of Gateline Assistants.
• Deliver high level of service to customers.
• Assisting with the day-to-day operation of the automatic ticket barriers.
• Ensuring Customer Security and responding to customer enquiries.
• Inspecting and issuing tickets.
• Addressing customer needs in times of service disruption
• Ensuring the professional appearance of the Gateline area by clearing rubbish and making sure customer walkways are unobstructed

 You'll need to be:

• Able to provide, deliver exceptional front line customer service.
• Able to understand customer requirements and expectations
• A Self-starter with a can do attitude
• Confident when decision making
• Able to work within guidelines
• Able to prioritise the workload of others

As a minimum you'll need to have:

• Evidence of leadership within a team
• Cash handling experience
• Evidence of numerical ability
• Attention to detail
• Strong verbal and written communication skills
• A Full UK driving Licence would be considered advantageous but not compulsory

About the location 

This role is based in Didcot Parkway Station.

Working pattern:

The role requires shift working including weekend and bank holidays, shift times are between 06:00 and 21:15, 7 days a week on a rolling 3-week roster pattern.

Additional information:

This is a predictive advert pending the vacancy being authorised.

Applicants successfully short listed, will be invited to undertake a competency-based interview and interviews will take place on Thursday 24th July 2025.

The successful candidate will need to meet the medical standards for the role.  A Basic DBS will also be required. 

Full training will be provided which will last up to 3 weeks and will take place at our Training Centre in Swindon.  You will be provided a travel pass.

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 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 such as 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/