Customer Assistant

5 months ago

Bristol, United Kingdom Great Western Railway Full time

**Who are we?**

GWR is the proud custodian of Brunel's railway - one of the most prestigious 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 280 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 diverse backgrounds to make it a great experience for our customers. Together, we will revalue rail as a very special way to travel.

**About the team?**

This department provides customer assistance to our passengers and works closely with the rest of the station staff in providing this service. You will need to be proactive, looking out for vulnerable customers and assisting them where required. You will be expected to balance your workload to ensure all customer assists are dealt with swiftly and professionally.

**About the job?**

The job is a physically demanding role and requires a lot of heavy lifting with the purpose of making the railway accessible to those less able by providing a first-class service. You will be expected to deal empathetically with those customers and ease their journey needs.

**Your main responsibilities will be**:

- Providing excellent service and being part of a great team
- Dealing with our most vulnerable customers who book travel assistance plus any additional customers who need guidance and luggage assistance
- Carrying out a range of manual-handling activities, including putting ramps down on trains to help customers with wheelchairs and luggage
- Maintaining good visibility across the station
- Providing travel information and helping to maintain a safe environment

**You'll need to be**:

- Able to deliver exceptional front-line customer service
- Confident deal with people and challenging situations
- Strong verbal and written communication skills
- The ability to work as part of a team or independently
- Ability to use smartphone technology and associated apps

**As a minimum you'll need to have**:

- Previous experience of establishing relationships with customers and working in a fast-paced environment.

**Additional information?**

The working pattern is shift work rotating around early and late shifts, including weekend and bank holiday working. The earliest start is 0700 and the latest finish is 2100.

Applicants successfully short listed will be invited to a competency-based interview.

**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 an employee assistance programme.

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.

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