Service Delivery Assistant (Night shifts)

Paddington Station

£29,837 (plus allowances)

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, selling and 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

A Service Delivery Assistant is a key customer facing role that ensures the safety of customers, colleagues and contractors on the station. You must be vigilant of all activity on the station and take action in the event of any unsafe behaviours or conditions observed. You are responsible for the safe and efficient dispatch of train services and managing the platform environment. A key member of the team, you will be involved in all aspects of the station and supporting colleagues in their roles. This is a challenging role that demands great customer service skills, flexibility and an ability to respond to the ever-changing demands of a busy railway station.

Your main responsibilities will be:

• Providing the highest levels of customer service and being proactive to customer needs
• Ensuring the safe and punctual departure of trains from the station, following correct dispatch procedures
• Providing information and assistance to customers
• Ensuring the safety of customers, staff, visitors and contractors is given the highest priority
• Liaising with other key GWR departments to ensure accurate and timely information is given to customers, especially in times of service disruption

You'll need to be:

• Able to deliver exceptional front line customer service
• A Self-starter with a can do attitude
• Confident when decision making
• Able to remain calm yet directive in a crisis
• Able to work to strict procedures

As a minimum you will need to have:

• The ability to work as part of a team or independently
• Evidence of numerical ability
• Strong verbal and written communication skills
• Experience of working in an environment where safety is paramount

Location

Paddington is a very vibrant and busy station, operating 24hrs a day within the heart of London. Our customers are varied, comprising commuters and leisure travellers, some going long distances, others just around the suburbs. At Paddington Station we work closely with stakeholders, including Network Rail, Transport for London plus catering and cleaning teams who all work together to provide a great experience for our customers. No two days are ever the same at this iconic station in our busy capital city. 

Working pattern

This role involves working night shifts from 22:00 to 07:00, including weekends and bank holidays. 

Additional information 

Candidates successfully shortlisted will be invited to undertake an online ability test and upon successful completion of that test will attend a competency based interview which may be online or in person.  Interviews will take place w/c 30th June 2025.

The successful candidate will be required to meet the medical standards for this role including colour vision test as well as a drugs and alcohol screen.  A Basic DBS Certificate is also required.

Training will provided, lasting up to 3 weeks and will take place at our Training Centre in Swindon.  A Travel pass will be 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/

INGWR