Customer Service Operations Assistant

4 weeks ago

Slough, Slough, United Kingdom Great Western Railway (GWR) Full time

Company Overview

Great Western Railway (GWR) is dedicated to preserving the legacy of Brunel's railway, recognized as one of the most esteemed rail networks globally. With a fleet of modern trains and ambitious plans for service expansion, we facilitate over one hundred million passenger journeys annually, connecting more than 275 stations across the South West, from Cornwall and South Wales to London, while traversing picturesque landscapes and premier tourist attractions.

We are committed to reshaping perceptions of train travel, empowering our diverse team of over 6,000 individuals to enhance the customer experience. Together, we aim to elevate rail travel as a unique mode of transportation – enjoyable, swift, efficient, welcoming, and engaging.

Team Dynamics

The stations team plays a crucial role in delivering a variety of services to our passengers. They serve as the initial and final point of contact during a customer's journey, ensuring passengers are well-informed, assisting with boarding and alighting, and providing vital information to create memorable experiences. This team is tasked with maintaining a secure environment, ensuring the safe and timely dispatch of trains, and upholding the highest service standards at the station. In a fast-paced and demanding setting, the stations team works diligently to guarantee an exceptional customer experience, even in challenging situations.

Position Overview

The Customer Service Operations Assistant is an essential role focused on customer interaction, ensuring the safety of passengers, colleagues, and contractors within the station premises. Vigilance is key in monitoring station activities and addressing any unsafe behaviors or conditions. Responsibilities include overseeing the safe and efficient dispatch of train services and managing the platform environment. As a vital team member, you will engage in various station operations and support colleagues in their responsibilities. This role requires outstanding customer service skills, adaptability, and the capacity to respond to the dynamic demands of a busy railway station.

Main Responsibilities

  • Delivering exceptional customer service to all passengers.
  • Ensuring effective platform management.
  • Reporting any faults and safety/security concerns.
  • Carrying out winter weather duties as needed.
  • Assisting with mobile services utilizing ramps.
  • Maintaining the station's presentation standards.
  • Performing additional tasks as requested by management.
  • Coordinating the dispatch of trains.

Candidate Profile

  • Proven ability to provide outstanding customer service.
  • Capability to perform under pressure.
  • Competent IT skills.
  • Positive and proactive attitude.
  • Strong numeracy and literacy skills.
  • Excellent organizational abilities.

Requirements

  • Ability to work collaboratively or independently.
  • Demonstrated numerical proficiency.
  • Strong verbal and written communication skills.
  • Experience in safety-critical environments.

Work Schedule

This position requires shift work, including weekends and bank holidays. A rotating four-week roster will be in place, with shifts that include working two out of four Sundays.

On certain shifts, you will be the sole representative of GWR on-site, necessitating comfort with independent work.

Additional Information

Applicants will need to complete an online Situational Judgement Test, and if shortlisted, will undergo an ability test and a competency-based interview. The successful candidate must meet medical standards for this role, including color vision and hearing assessments, along with a drugs and alcohol screening. A Basic DBS check 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 you and your family, a company-sponsored healthcare plan, discounts on shopping and gym memberships, and access to an employee assistance program.

Commitment to Inclusion

At GWR, we are dedicated to fostering an inclusive environment for all employees, ensuring equal opportunities for all candidates to access meaningful employment. We value diversity in age, gender, LGBTQIA+ identities, 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, such as dyslexia, dyspraxia, or autism, 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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