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- Tasks: Join us as a Train Dispatcher or Ticket Barrier Assistant, ensuring smooth journeys for passengers.
- Company: Great Western Railway is dedicated to providing exceptional customer service and a welcoming environment.
- Benefits: Enjoy free rail travel, health care plans, discounts, and a supportive team culture.
- Why this job: Be part of a dynamic team, make a difference, and develop your skills in a vibrant setting.
- Qualifications: Strong communication skills and a commitment to outstanding customer service are essential.
- Other info: Shifts include weekends and bank holidays; full training provided with an assessment day on 17th September 2025.
The predicted salary is between 24000 - 36000 £ per year.
Customer Service – Ticket Barrier Assistant and Train Dispatcher
Locations: London Paddington, Reading, Oxford, Slough, Maidenhead, Didcot Parkway, Newbury
Are You a Customer Service Star? Step Into the Spotlight!
We\’re looking for enthusiastic, customer-focused individuals to join our team at Great Western Railway in two exciting roles:
Train Dispatcher andTicket Barrier Assistant. Both positions involve working on the front line of customer service, ensuring passengers have a smooth, safe, and enjoyable journey. If you\’re passionate about helping others and thrive in dynamic environments, these roles could be perfect for you!
About theRoles
Train Dispatcher:As a Train Dispatcher (also known as Service Delivery Assistant), you\’ll carry out essential station duties, such as train dispatch, assisting customers, and ensuring the station is clean, safe, and welcoming. Your responsibilities will include:
- Ensuring the safe and timely departure of trains by following dispatch procedures.
- Offering clear information and helpful assistance to customers.
- Maintaining the cleanliness of station areas, including platforms and waiting rooms.
- Ensuring the safety and security of customers, colleagues, and visitors.
- Collaborating with other GWR departments to provide accurate and timely updates, especially during disruptions.
Ticket Barrier Assistant:In this role, which is also known as Gateline Assistant, you will be the face of GWR at the station\’s ticket barriers, creating a positive first impression and managing customer flow. Your responsibilities will include:
- Managing the operation of ticket barriers and responding to customer inquiries.
- Ensuring the security of the gateline area and addressing customer needs during disruptions.
- Inspecting and issuing tickets, as well as selling tickets using a mobile ticket machine.
- Keeping the gateline area clear of rubbish and maintaining a professional appearance.
What We\’re Looking For?
For both roles, you\’ll 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.
MinimumRequirements?
- Ability to work as part of a team or independently.
- Strong verbal and written communication skills.
- Evidence of numerical ability.
Working Pattern?
At the stations identified above, both roles involve working shifts, which includes weekends and bank holidays. Shifts may start from 04:30 (depending on location) with late shifts finishing 01:00 (depending on location). Some stations may involve night work. Full shift details for your preferred location will be provided at the interview.
About the location?
We are recruiting for the following stations:
London Paddington
Reading
Oxford
Slough
Maidenhead
Didcot Parkway
Newbury
You must live within 60 minutes of the station that you are applying for.
Additionalinformation?
Shortlisted candidates will be invited to an assessment day scheduled on17th September 2025. This vacancy is advertised to fill current and future vacancies at the above stations.
What to Expect?
- After submitting your application, you\’ll complete an online assessment (recommended on a laptop/computer).
- All shortlisted candidates will then be invited to an assessment day which will include a competency-based interview.
- Applicants wishing to be considered for a train dispatch role, will be invited to complete an online train dispatch multitasking test prior to attending the assessment day.
- All successful applicants will need to pass a medical assessment, this may include a colour vision test. You will be required to undertake a drug and alcohol screening, and a Basic DBS check will be required.
- Full training will be provided, including a 3-week training programme in Swindon.
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 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.
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, for example, 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.
https://exceptionalindividuals.com/neurodiversity/
https://www.healthassured.org/blog/neurodiversity/
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Customer Service – Ticket Barrier Assistant and Train Dispatcher employer: First Group
Contact Detail:
First Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service – Ticket Barrier Assistant and Train Dispatcher
✨Tip Number 1
Familiarise yourself with the specific duties of a Train Dispatcher and Ticket Barrier Assistant. Understanding the day-to-day responsibilities will help you demonstrate your enthusiasm and knowledge during the assessment day.
✨Tip Number 2
Practice your customer service skills in high-pressure situations. Role-playing scenarios where you handle difficult customer inquiries or manage disruptions can prepare you for the dynamic environment you'll face on the job.
✨Tip Number 3
Research Great Western Railway's values and commitment to customer service. Being able to articulate how your personal values align with theirs can set you apart during interviews and assessments.
✨Tip Number 4
Make sure to highlight any previous experience in customer-facing roles, especially in transport or hospitality. This will show that you have the relevant skills and can adapt quickly to the fast-paced environment at GWR.
We think you need these skills to ace Customer Service – Ticket Barrier Assistant and Train Dispatcher
Some tips for your application 🫡
Understand the Roles: Before applying, take the time to thoroughly read the job description for both the Train Dispatcher and Ticket Barrier Assistant roles. Understand the key responsibilities and required skills to tailor your application accordingly.
Highlight Customer Service Experience: In your CV and cover letter, emphasise any previous customer service experience you have. Use specific examples that demonstrate your ability to handle customer inquiries, manage disruptions, and maintain a positive attitude in high-pressure situations.
Showcase Communication Skills: Both roles require strong verbal and written communication skills. Make sure to highlight these in your application. Consider including examples of how you've effectively communicated with customers or colleagues in past roles.
Prepare for Online Assessments: After submitting your application, you'll need to complete an online assessment. Familiarise yourself with the types of questions that may be asked, especially if you're applying for the Train Dispatcher role, which includes a multitasking test.
How to prepare for a job interview at First Group
✨Show Your Customer Service Passion
Make sure to express your enthusiasm for customer service during the interview. Share specific examples of how you've gone above and beyond to help customers in previous roles, as this will demonstrate your commitment to providing extraordinary service.
✨Prepare for Scenario Questions
Expect to be asked about how you would handle various customer service scenarios, especially during disruptions or high-pressure situations. Think of examples from your past experiences where you successfully managed similar challenges and be ready to discuss them.
✨Know the Company and Role
Research Great Western Railway and understand the specifics of the Train Dispatcher and Ticket Barrier Assistant roles. Familiarise yourself with their values and mission, as well as the responsibilities outlined in the job description, so you can align your answers accordingly.
✨Demonstrate Teamwork Skills
Both roles require collaboration with other departments and team members. Be prepared to discuss your experience working in teams, how you contribute to a positive team environment, and any instances where teamwork led to successful outcomes.