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Service Delivery Assistant

4 months ago

Oxford, United Kingdom FirstGroup Full time
About the job ?

A Service Delivery Assistant is a key customer facing role that ensures the safety of customers, colleagues and contractors on the station. You must be vigilant of all activity on the station and take action in the event of any unsafe behaviours or conditions observed. You are responsible for the safe and efficient dispatch of train services and managing the platform environment. A key member of the team, you will be involved in all aspects of the station and supporting colleagues in their roles. This is a challenging role that demands great customer service skills, flexibility and an ability to respond to the ever-changing demands of a busy railway station.

Your main responsibilities will be:

Providing the highest levels of customer service and being proactive to customer needs 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 Ensuring the cleanliness of all areas of the station especially toilets, waiting rooms, platforms, stairs and subways Liaising with other key GWR departments to ensure accurate and timely information is given to customers, especially in times of service disruption

You'll need to be:

Able to deliver exceptional front line customer service A Self-starter with a can do attitude Confident when decision making Able to remain calm yet directive in a crisis Able to work to 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 Experience of working in an environment where safety is paramount

Working pattern?

The role requires shift working including weekend and bank holidays, and covers 24 hours, 7 days a week on a rolling roster pattern.

Additional information?

If successfully shortlisted, you will be invited to undertake an online ability test, and interview. The successful candidate will be expected to meet the criteria of a safety critical test, including colour vision as well as a drugs and alcohol screen.

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.