Customer Service Representative

4 weeks ago

South West England, United Kingdom Great Western Railway (GWR) Full time

About the Role:

We are seeking enthusiastic and customer-focused individuals to join our team at Great Western Railway in two exciting roles: Service Delivery Assistant and Gateline Assistant.

Service Delivery Assistant:

As a Service Delivery Assistant, you will carry out essential station duties, such as train dispatch, assisting customers, and ensuring the station is clean, safe, and welcoming.

  • Ensure the safe and timely departure of trains by following dispatch procedures.
  • Offer clear information and helpful assistance to customers.
  • Maintain the cleanliness of station areas, including platforms and waiting rooms.
  • Ensure the safety and security of customers, colleagues, and visitors.
  • Collaborate with other GWR departments to provide accurate and timely updates, especially during disruptions.

Gateline Assistant:

As a Gateline Assistant, you will be the face of GWR at the station's ticket barriers, creating a positive first impression and managing customer flow.

  • Manage the operation of ticket barriers and respond to customer inquiries.
  • Ensure the security of the gateline area and address customer needs during disruptions.
  • Inspect and issue tickets, as well as sell tickets using a mobile ticket machine.
  • Keep the gateline area clear of rubbish and maintain a professional appearance.

Requirements:

For both roles, you will need to be:

  • Committed to delivering extraordinary customer service.
  • A self-starter with a can-do attitude.
  • Confident in making decisions, even in high-pressure situations.
  • Calm and customer-focused during disruptions or crises.
  • Comfortable working within strict procedures.

Working Pattern:

Both roles involve working shifts, including weekends and bank holidays. Shifts start from 04:30 with late shifts finishing 01:00. These times will vary depending on location.

Bristol Temple Meads will involve night work.

About the Location:

We are recruiting for Bath Spa, Chippenham, Swindon, Bristol Parkway, Gloucester, Cheltenham, Westbury, and Bristol Temple Meads. You must live within 60 minutes of the station that you are applying for.

What to Expect:

After submitting your application, you will complete an online assessment. Shortlisted candidates will be invited for a paper and pencil test followed by a competency-based interview. Successful applicants will need to pass a medical assessment, including a colour vision test and drug and alcohol screening, as well as a Basic DBS check. Full training will be provided, including a 3-week training programme in Swindon.

About GWR:

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.

Perks & Benefits:

We offer a range of benefits, including:

  • Health & Wellbeing: Health Cash Plan, health screenings, EAP, gym discounts.
  • Lifestyle: Costco membership, bike scheme, retail discounts.
  • Financial: Pension, share-saving schemes, payroll giving.
  • Travel: Free GWR Travel pass. Discounted Friends and Family tickets, Eurostar, and European rail travel.

We value our differences and maintain a 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.

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