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 stations team delivers a wide range of services to our customers, from being the first and last point of contact in a customer's journey, checking tickets, making sure our customers know where to go, helping them to board and alight services, providing information and help to make the customer experience one to remember. The team is responsible for providing a safe and secure environment, delivering the safe and efficient dispatch of trains and ensuring that all the services provided at the station deliver to the highest standards. Working in a busy and challenging environment, the stations team work tirelessly to ensure a great customer experience is delivered, even when things go wrong.

About the job

The purpose of the job is to be the face of Great Western Railway and to give our customers and Heathrow Express customers a positive impression of the company and to exceed their expectations of customer service.  As a Gate line Assistant for Heathrow Express customers, you will assist in the operation of the ticket barriers, provide information and assistance to customers.

Your main responsibilities will be:

• Delivering a high level of service to customers
• Assisting in the day to day operation of the automatic ticket barriers
• Ensuring customer security and responding to customer enquiries
• Inspecting tickets
• Addressing customer needs in times of service disruption
• Ensuring the professional appearance of the gate line area by clearing rubbish and making sure customer walkways are unobstructed. 

You'll need to be:

• Able to deliver exceptional customer service
• A Self-starter with a can do attitude
• Confident when decision making
• Able to remain calm yet directive under pressure.
• Able to work to strict procedures
• Have a good level of numeracy and literacy
• Good time keeping

As a minimum you will need to have:

• Be able to complete reports as and when required 

Location

Working at Paddington station the heart of a major interchange station, busy and ever-changing environment.  Diverse customer needs and multiple transport options. 

Working pattern

This role involves working shift working, including weekends and bank holidays.  The earliest shift start is 04:40 hours and the late shift finished at 00.30 hours 

Additional information 

Candidates will be asked to complete an online situational judgement test and if successfully shortlisted, will be invited to an interview.  Interviews will take place on 29th September 2025.  Successful candidates will be required to meet the medical standard for this role, including drugs and alcohol screening.  Also successful completion of a Basic DBS Certificate.

Full training will be provided and will take place in our Training Centre in Swindon. Training lasts up to 3 weeks (Monday to Friday), and a travel pass is provided. 

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/