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 

You will be part of a diverse team, who are passionate about delivering for our customers. They work together, using their varied skill-set, to resolve customer issues and ensure the best possible experience for our passengers

About the job

As a Service Delivery Team Leader at Exeter St Davids, you will be responsible for leading at team of Service Delivery Assistants, ensuring that trains are dispatched in a safe and timely manner. You will be part of a diverse team, who are passionate about delivering for our customers. They work together, using their varied skill-set, to resolve customer issues and ensure the best possible experience for our passengers

Your main responsibilities will be: 

• Leading and coordinating station staff to deliver the highest standards of customer service and safety at the station
• 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
• Maintaining a safe, pleasant and clean station environment
• Ensuring customer security by maintaining a strong visibility within the station

 You'll need to be:

• Able to delivery exceptional front line customer service
• Able to demonstrate the ability to lead 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:

• Evidence of directly working within a team
• Evidence of numerical ability
• Strong verbal and written communication skills
• The ability to remain calm yet directive in a crisis

About the location 

Exeter St Davids is a major interchange station and is very busy with over 3.5 million customers using the station every year and has approximately 200 trains per day arriving and leaving the station

Working pattern 

This role involves shift working, including weekends and bank holidays.

Additional information 

As part of the recruitment process, you may be required to undertake an ability test.  A competency based interview will be required for those short listed.  The interviews will take place w/c 3rd November 2025.

The successful candidate will be required to meet the medical standards for the role including colour vision and hearing tests.  A drugs and alcohol screen is also required together with a Basic DBS Certificate.

Full training is provided which takes place at our Training Centre in Swindon.  Training lasts for up to 3 weeks.  Hotel accommodation and a travel pass are 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