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- Tasks: Assist in the safe operation of ticket barriers and provide excellent customer service.
- Company: Join GWR, a leading railway network with a commitment to exceptional travel experiences.
- Benefits: Enjoy free rail travel, health care, discounts, and ongoing professional development.
- Why this job: Be part of a dynamic team transforming train travel into a fun and efficient experience.
- Qualifications: Strong communication skills and a can-do attitude are essential.
- Other info: Comprehensive training provided, with opportunities for career growth in an inclusive environment.
The predicted salary is between 22000 - 30000 £ per year.
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, the role of Gateline Assistant works within a team of Gateline Assistants ensuring the safe operation of the Stations Ticket Barriers.
About the job
As a Gateline Assistant, you will assist in the safe operation of the gateline ticket barriers and provide information and assistance to customers. At times you will also be required to sell tickets and serve passengers with penalty fares.
Your main responsibilities will be:
- Delivering a high level of service to customers
- Assisting in the day to day operation of the automatic ticket barriers
- Ensuring customer security and responding to customer enquiries
- Inspecting and issuing tickets
- Addressing customer needs in times of service disruption
- Ensuring the professional appearance of the gateline area by clearing rubbish and making sure customer walkways are unobstructed
- Selling tickets via a mobile ticket machine and associated accountancy processes
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
Location
Taunton Station is a busy location in the heart of Somerset. The station has recently had a new Multi story carpark and new Gateline and ticket office.
Working pattern
This role involves working shifts including weekends and bank holidays.
Additional information
Applicants successfully shortlisted will be invited to undertake a competency based interview. Interviews will take place w/c 3rd November 2025. The successful applicants will be required to meet the medical standards of this role, including drugs and alcohol screen. A Basic DBS is also a requirement of this role.
Full training will be provided, and the first three weeks will be at our Training Centre in Swindon. Training is Monday to Friday, and you will be provided with a travel pass and hotel accommodation.
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.
neurodiversity resources: https://exceptionalindividuals.com/neurodiversity/ https://www.healthassured.org/blog/neurodiversity/
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Gateline Assistant employer: First Group
Contact Detail:
First Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Gateline Assistant
✨Tip Number 1
Get to know GWR and its values! Research the company culture and what they stand for. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your customer service skills! As a Gateline Assistant, you'll be on the front line. Role-play scenarios with friends or family to get comfortable handling different customer situations and queries.
✨Tip Number 3
Be ready for those competency-based questions! Think of examples from your past experiences that showcase your ability to work under pressure, make decisions, and provide excellent service. We want to see how you shine!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and keen to join the GWR family. Don’t miss out on this opportunity!
We think you need these skills to ace Gateline Assistant
Some tips for your application 🫡
Show Your Customer Service Skills: Make sure to highlight any experience you have in delivering exceptional customer service. We want to see how you can make a positive impact on our passengers' journeys!
Be Clear and Concise: When filling out your application, keep your language clear and to the point. We appreciate straightforward communication, so avoid jargon and get straight to what makes you a great fit for the role.
Tailor Your Application: Take a moment to tailor your application to the Gateline Assistant role. Mention specific responsibilities from the job description that resonate with your skills and experiences. It shows us you’ve done your homework!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity at GWR.
How to prepare for a job interview at First Group
✨Know the Company Inside Out
Before your interview, take some time to research GWR and its values. Understand their commitment to customer service and how they aim to transform train travel. This will help you align your answers with their mission and show that you're genuinely interested in being part of their team.
✨Showcase Your Customer Service Skills
As a Gateline Assistant, delivering exceptional customer service is key. Prepare examples from your past experiences where you've gone above and beyond for customers. Think about times when you handled difficult situations or provided assistance during disruptions, as these will resonate well with the interviewers.
✨Demonstrate Teamwork and Independence
This role requires both teamwork and the ability to work independently. Be ready to discuss instances where you've successfully collaborated with others, as well as times when you took initiative on your own. Highlighting your adaptability will show that you can thrive in a busy station environment.
✨Stay Calm Under Pressure
The interview may include situational questions to assess how you handle stress. Think of scenarios where you remained calm and made effective decisions during a crisis. Practising your responses will help you convey confidence and composure, which are essential traits for a Gateline Assistant.
