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- Tasks: Be the face of GWR, assisting customers at ticket barriers and ensuring a smooth travel experience.
- Company: Join GWR, a leading railway network known for its commitment to exceptional customer service and innovation.
- Benefits: Enjoy free rail travel, health care plans, discounts, and a supportive team environment.
- Why this job: Make a real impact on customer journeys while working in a dynamic and diverse environment.
- Qualifications: Must be confident, self-motivated, and able to handle pressure with good numeracy and literacy skills.
- Other info: Full training provided; shifts include weekends and bank holidays, with a focus on inclusivity.
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
The stations team delivers a wide range of services to our customers, from being the first and last point of contact in a customer\’s journey, checking tickets, making sure our customers know where to go, helping them to board and alight services, providing information and help to make the customer experience one to remember. The team is responsible for providing a safe and secure environment, delivering the safe and efficient dispatch of trains and ensuring that all the services provided at the station deliver to the highest standards. Working in a busy and challenging environment, the stations team work tirelessly to ensure a great customer experience is delivered, even when things go wrong.
About the job
The purpose of the job is to be the face of Great Western Railway and to give our customers and Heathrow Express customers a positive impression of the company and to exceed their expectations of customer service. As a Gate line Assistant for Heathrow Express customers, you will assist in the operation of the ticket barriers, provide information and assistance to customers.
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 tickets
- Addressing customer needs in times of service disruption
- Ensuring the professional appearance of the gate line area by clearing rubbish and making sure customer walkways are unobstructed.
You\’ll need to be:
- Able to deliver exceptional customer service
- A Self-starter with a can do attitude
- Confident when decision making
- Able to remain calm yet directive under pressure.
- Able to work to strict procedures
- Have a good level of numeracy and literacy
- Good time keeping
As a minimum you will need to have:
- Be able to complete reports as and when required
Location
Working at Paddington station the heart of a major interchange station, busy and ever-changing environment. Diverse customer needs and multiple transport options.
Working pattern
This role involves working shift working, including weekends and bank holidays. The earliest shift start is 04:40 hours and the late shift finished at 00.30 hours
Additional information
Candidates will be asked to complete an online situational judgement test and if successfully shortlisted, will be invited to an interview. Interviews will take place on 29th September 2025. Successful candidates will be required to meet the medical standard for this role, including drugs and alcohol screening. Also successful completion of a Basic DBS Certificate.
Full training will be provided and will take place in our Training Centre in Swindon. Training lasts up to 3 weeks (Monday to Friday), and a travel pass is provided.
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.
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HEx Gateline Assistant employer: First Group
Contact Detail:
First Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land HEx Gateline Assistant
✨Tip Number 1
Familiarise yourself with the Great Western Railway services and routes, especially those that connect to Heathrow. Understanding the network will help you answer customer queries confidently and demonstrate your commitment to providing excellent service.
✨Tip Number 2
Practice handling customer interactions in a busy environment. Role-playing scenarios where you deal with ticket inspections or service disruptions can prepare you for the fast-paced nature of the job and show your ability to remain calm under pressure.
✨Tip Number 3
Brush up on your numeracy and literacy skills, as these are essential for completing reports and assisting customers effectively. Consider taking a quick online course or using practice materials to ensure you're confident in these areas.
✨Tip Number 4
Be ready to showcase your decision-making skills during the interview. Think of examples from past experiences where you had to make quick decisions or resolve conflicts, as this will highlight your suitability for the role.
We think you need these skills to ace HEx Gateline Assistant
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and requirements of the HEx Gateline Assistant position. Tailor your application to highlight how your skills and experiences align with these expectations.
Highlight Customer Service Skills: Since this role focuses heavily on customer interaction, emphasise your previous experience in customer service. Provide specific examples of how you've delivered exceptional service or handled challenging situations.
Showcase Problem-Solving Abilities: The job requires remaining calm under pressure and making decisions quickly. Include examples in your application that demonstrate your ability to think on your feet and resolve issues effectively.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A well-written application reflects your attention to detail and professionalism, which are crucial for this role.
How to prepare for a job interview at First Group
✨Showcase Your Customer Service Skills
As a Gate line Assistant, exceptional customer service is key. Prepare examples of how you've gone above and beyond for customers in previous roles. Highlight your ability to remain calm and helpful, especially during challenging situations.
✨Familiarise Yourself with the Role
Understand the responsibilities of the position, such as operating ticket barriers and addressing customer needs. Research GWR's values and mission to demonstrate your alignment with their commitment to customer experience.
✨Practice Situational Judgement Scenarios
Since you'll be taking an online situational judgement test, practice common scenarios you might face as a Gate line Assistant. Think about how you would handle disruptions or customer inquiries effectively.
✨Dress Professionally and Be Punctual
First impressions matter! Dress smartly for your interview to reflect the professional image GWR upholds. Also, ensure you arrive on time, as punctuality is crucial in the transport industry.
