Service Delivery Assistant

**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 team**

Reporting to the Station Manager, you will work with the team of Service Delivery Assistants, managing the safe and timely arrival / departure of our trains.

**About the job**

As a Service Delivery Assistant, you will carry out key station duties, such a train dispatch in a safe and timely manner, customer information provision, customer assistance and ensuring a clean and safe station environment. It is also to manage the Platform/Train interface and provide excellence customer service and platform management.

**Your main responsibilities will be**:

- Providing the highest levels of customer service and be dedicated to customer needs.
- Ensuring the safe and punctual departure of trains from the station and following correct dispatch procedures.
- Providing helpful information and assistance to customers.
- Ensuring the safety of customers, colleagues, visitors and contractors will be given the highest priority.
- Liaising with other key GWR departments to ensure accurate and timely customer information, especially in times of disruption.
- Your strong visibility within the station will help maintain customer security.

**You'll need to be**:

- Able to deliver extraordinary front line customer service.
- A self-starter with a can do attitude.
- Able to confidently make decisions.
- Able to remain calm yet confident and customer focussed in a crisis.
- Comfortable working within strict procedures.

**As a minimum you will need to have**:

- The ability to work as part of a team or independently.
- Evidence of numerical ability.
- Strong verbal and written communication skills.
- Fully computer literate and the ability to use GWR operational Apps
- Experience of working in an environment where safety is paramount

**Working pattern**

The hours will cover the shift in operation, and you will need to be able to work shifts including weekends and bank holidays.

**Additional information**

Interviews will take place 10th February 2025.

**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 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.