Station Access Coordinator

4 weeks ago

Newbury, West Berkshire, United Kingdom Great Western Railway (GWR) Full time

Salary: £26110 pa

Company Overview:

Great Western Railway (GWR) is dedicated to preserving Brunel's iconic railway network, renowned as one of the most esteemed in the world. We operate some of the newest trains in the UK and have ambitious plans to expand our services. Annually, we facilitate over one hundred million passenger journeys, connecting more than 275 stations across the South West, from Cornwall and South Wales to London, all while traversing stunning landscapes and premier tourist attractions.

Our mission is to reshape perceptions of train travel, empowering our diverse team of over 6,000 individuals to enhance the customer experience. Together, we aim to redefine rail travel as a unique, enjoyable, and efficient mode of transportation.

Team Dynamics:

The stations team plays a vital role in delivering a variety of services to our customers. They serve as the initial and final point of contact during a customer’s journey, handling ticket sales and checks, guiding customers, assisting with boarding and alighting, and providing essential information to ensure a memorable experience. This team is also responsible for maintaining a safe and secure environment, overseeing the efficient dispatch of trains, and ensuring that all station services meet the highest standards. In a fast-paced and challenging setting, the stations team works diligently to ensure a positive customer experience, even in the face of unexpected challenges.

Position Overview:

As a Ticket Barrier Operations Assistant, your role will involve supporting the operation of ticket barriers at the station while offering information and assistance to customers.

Your Key Responsibilities:

  • Providing exceptional service to customers
  • Assisting with the daily management of automatic ticket barriers
  • Ensuring customer safety and addressing inquiries
  • Inspecting and issuing tickets
  • Responding to customer needs during service disruptions
  • Maintaining the cleanliness and professional appearance of the gateline area

Ideal Candidate Profile:

  • Demonstrated ability to deliver outstanding front-line customer service
  • Self-motivated with a proactive approach
  • Confident in decision-making
  • Composed and directive in crisis situations
  • Adherence to strict operational procedures

Minimum Requirements:

  • Ability to work collaboratively or independently
  • Evidence of numerical proficiency
  • Strong verbal and written communication skills
  • A Full UK driving licence is advantageous but not mandatory

Location:

This role is primarily based in Newbury, with the requirement to travel to various stations within the Kennet and Thames Valley region.

Working Schedule:

The position necessitates shift work, including weekends and bank holidays, with shifts scheduled between 06:00 and 21:30 on a rolling roster.

Additional Information:

Applicants must complete an online situational judgment test, and those shortlisted will be invited for a competency-based interview, which may be conducted in person or online.

The successful candidate will need to meet the medical standards for this role, including a drugs and alcohol screening. A Basic DBS Certificate is also required.

Employee Benefits:

In addition to a supportive team environment and comprehensive training, all GWR employees enjoy a variety of benefits, including ongoing professional development, a defined benefit pension scheme, complimentary rail travel across the GWR network for themselves and their families, company-sponsored healthcare plans, discounts on shopping and gym memberships, and access to an employee assistance program.

Commitment to Inclusion:

At GWR, we are committed to fostering an inclusive environment for all employees, ensuring equal opportunities for all candidates seeking meaningful employment. We value diversity in age, gender, LGBTQIA, ethnicity, religion, and disability, and maintain a zero-tolerance policy towards any form of prejudice.

We celebrate and encourage diverse perspectives and innovative working methods, supporting the growth and success of all our colleagues.

We regularly review job roles and descriptions to ensure accessibility and provide flexible working options where feasible. We encourage candidates to refer to each vacancy description for further details.

If you require additional support during the application process due to a disability or neurodivergent condition, please follow the provided links. We invite you to share any specific needs to ensure a fair and equitable application process for all candidates.

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