Service Delivery Assistant

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 teamThe 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 jobA 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 needsEnsuring the safe and punctual departure of trains from the station, following correct dispatch proceduresProviding information and assistance to customersEnsuring the safety of customers, staff, visitors and contractors is given the highest priorityEnsuring the cleanliness of all areas of the station especially toilets, waiting rooms, platforms, and stairsReporting and monitoring of station defects.Liaising with other key GWR departments to ensure accurate and timely information is given to customers, especially in times of service disruptionYou'll need to be:Able to deliver exceptional front line customer serviceA Self-starter with a can do attitudeConfident when decision makingAble to remain calm yet directive in a crisisAble to work to strict proceduresAs a minimum you will need to have:The ability to work as part of a team or independentlyEvidence of numerical abilityStrong verbal and written communication skillsExperience of working in an environment where safety is paramountDriving Licence would be beneficialWorking patternThe hours will cover the shift in operation, and you will need to be able to work shifts including weekends and bank holidays. The earliest shift start is 0600 hours and latest shift finish would be 2100 hours.Additional information Applicants who are successfully shortlisted will be expected to undertake an online ability test and a competency based interview. The successful applicant will be required to meet the medical standards for the role, which includes colour vision and hearing tests, as well as a drugs and alcohol screen. A Basic DBS Certificate is also required.Full training is provided and takes place at our Training Centre in Swindon. The training will last up to 3 weeks, will be full time hours and Monday to Friday. A travel pass will be issued to enable travel to the venue.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