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Service Delivery Assistant

4 months ago

Bath, Bath and North East Somerset, United Kingdom FirstGroup Full time

Salary: £27,257 pa

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?

As a Service Delivery Assistant, you will carry out key station duties, such a train dispatch, highest possible quality of customer service and travel information, whilst also ensuring security, safety and cleanliness of the station environment.

About the job?

As a Service Delivery Assistant, you will carry out key station duties, such a train dispatch, customer information provision, customer assistance and ensuring a clean and safe station environment.

Your main responsibilities will be:

  • Providing the highest levels of customer service and be dedicated to customer needs.
  • Ensuring the safe and punctual departure of trains from the station and following correct dispatch procedures.
  • Providing helpful information and assistance to customers.
  • Ensuring the safety of customers, colleagues, visitors and contractors will be given the highest priority.
  • Ensuring the cleanliness of the station, especially toilets, waiting rooms, platforms, stairs and subways.
  • Liaising with other key GWR departments to ensure accurate and timely customer information, especially in times of disruption.
  • Your strong visibility within the station will help maintain customer security.

You'll need to be:

  • Able to deliver extraordinary front line customer service.
  • A self-starter with a can do attitude.
  • Able to confidently make decisions.
  • Able to remain calm yet confident and customer focussed in a crisis.
  • Comfortable working within 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.

About the location?

Whilst working at Bath Spa station, you will have Bath city on your doorstep. Bath is a World Heritage city and attracts people all across the world to visit the Roman Baths, Crescent, beautiful views of the River Avon and hundreds of shops. Bath Spa Station is metres away from the Bus Station which we have a close working relationship with and a reliable taxi service on our doorstep.

Working pattern?

You will be required to work shifts including weekends and bank holidays. Your starting and finishing times may be at times when public transport is not available so you must be able to get to and from the station without relying on this.

Additional information?

Applicants successfully short listed may be invited to undertake an online dispatch test and competency based interview. The interview may take place in person or virtually. The successful candidate will be required to meet the medical standards for this role including colour vision screening, hearing test and a drugs and alcohol test. A Basic DBS is also required.

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.