Station Operations Support Assistant

1 month ago

Didcot, Oxfordshire, United Kingdom Great Western Railway (GWR) Full time

Salary: £27257 per annum

About Us:

Great Western Railway (GWR) is a distinguished steward of one of the most celebrated railway networks globally. We operate some of the newest trains in the UK and have ambitious plans to enhance 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.

We are committed to reshaping perceptions of train travel, empowering our diverse team of over 6,000 individuals to create exceptional experiences for our customers. Together, we aim to elevate rail travel as a unique mode of transportation – one that is relaxing, swift, efficient, welcoming, and enjoyable.

Team Overview:

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, assisting with ticket sales and checks, guiding customers to their destinations, facilitating boarding and alighting, and providing essential information to ensure a memorable customer experience. This team is dedicated to maintaining a safe and secure environment, ensuring the timely and safe dispatch of trains, and upholding the highest standards of service at the station. In a fast-paced and demanding setting, the stations team works diligently to ensure an outstanding customer experience, even in challenging situations.

Job Responsibilities:

A Service Delivery Assistant is a crucial customer-facing position responsible for ensuring the safety of customers, colleagues, and contractors at the station. Vigilance regarding all station activities is essential, and immediate action must be taken in response to any unsafe behaviors or conditions. You will oversee the safe and efficient dispatch of train services and manage the platform environment. As an integral team member, you will engage in all station operations and support colleagues in their roles. This position requires exceptional customer service skills, adaptability, and the ability to respond to the dynamic demands of a busy railway station.

Your Key Responsibilities Include:

  • Delivering exceptional customer service and proactively addressing customer needs.
  • Ensuring the safe and timely departure of trains from the station, adhering to proper dispatch protocols.
  • Providing information and assistance to customers.
  • Prioritizing the safety of customers, staff, visitors, and contractors.
  • Maintaining cleanliness across all station areas, particularly restrooms, waiting areas, platforms, stairs, and subways.
  • Collaborating with other GWR departments to ensure accurate and timely information is communicated to customers, especially during service disruptions.

Qualifications:

  • Ability to provide outstanding front-line customer service.
  • Self-motivated with a positive attitude.
  • Confident in decision-making.
  • Capable of remaining calm and directive in crisis situations.
  • Able to adhere to strict procedures.

Minimum Requirements:

  • Ability to work effectively as part of a team or independently.
  • Demonstrated numerical proficiency.
  • Strong verbal and written communication skills.
  • Experience in a safety-focused environment.

Location:

Didcot Parkway is a bustling commuter station with frequent services to major destinations.

Working Pattern:

This role involves shift work, including weekends and bank holidays, covering 24 hours a day, 7 days a week on a rotating roster.

Additional Information:

This is a talent pool advertisement aimed at creating a pool of qualified candidates for future vacancies.

Shortlisted candidates will be invited to complete an online ability test and a competency-based interview. Successful candidates must meet the medical standards for the role, including color vision, hearing assessments, and a drugs and alcohol screening. A Basic DBS check is also required.

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 you and your family, a company-sponsored healthcare plan, discounts on shopping and gym memberships, and an employee assistance program.

Inclusivity at GWR:

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

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

We continuously review all roles and job descriptions to ensure accessibility and, where feasible, support flexible working arrangements. We recommend referring to each vacancy description for further details.

If you require additional assistance with your application due to a disability or neurodivergent condition, please follow the provided links. We encourage you to communicate any specific needs to ensure a fair and equitable application process for all candidates.

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