Service Delivery Assistant Team Leader

Who are we?

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.

About the job

As an SDA TL in Tiverton, you will have a multifunctional role. You will provide staff coverage on the station you will ensure that customer requirements are met and exceeded, sell tickets and provide journey information and ensure that station activities including the dispatching of train services and platform management are completed safely and punctually. Provide information and assistance to customers and ensure that the station environment is kept to a high standard.

Your main responsibilities will be:

• Providing the highest level of customer service and being dedicated to customer needs
• Selling tickets and providing journey information using out ticket selling systems.
• Ensuring the safe and punctual departure of trains from the station, following correct dispatch procedures
• Providing information and assistance to customers
• Ensuring the safety of customers, staff, visitors and contractors is given the highest priority
• Maintaining a safe, pleasant, and clean station environment to the highest SQE standards.

You'll need to be:

• Able to deliver extraordinary front line customer service
• Able to understand customer requirements and expectations
• A self-starter with a can do attitude
• Confident when decision-making
• Calm yet directive in a crisis
• Able to work to strict procedures

As a minimum you'll need to have:

• The ability to work as part of a team or independently
• Evidence of numerical ability
• Attention to detail
• Strong verbal and written communication skills
• An ability to multitask well

About the location

Tiverton station provides good transport links to the surrounding area. During the busy holiday periods due to its proximity to many popular tourist locations. Own Transport is necessary due to the start and finish times of shifts being outside of train running times. It also serves a large number of commuters each week.

Working pattern

The role will require working shifts including weekends and bank holidays. The shift hours will range between 05:30-22:45.

Additional information

Candidates successfully short listed, will be invited to undertake an ability test and a competency based interview. The successful candidate will be required to meet the medical standards for this role, by undertaking a safety critical medical, including colour vision test and drugs and alcohol screen. A Basic DBS is also required.

Full training will be provided which lasts up to three weeks. The training takes place at our Training Centre in Swindon.

Interviews will be held W/C 10th November.

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 gym membership and an employee assistance programme.

We all belong at GWR. This is our vision for providing an inclusive environment for all our colleagues, ensuring all candidates have an equal opportunity to access meaningful employment.

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.

If you require additional support to complete your application due to a disability or neurodivergent condition such as dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.

INGWR