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- Tasks: Assist customers, ensure safety, and manage train dispatch at the station.
- Company: Join GWR, a leading railway network with over 100 million journeys annually.
- Benefits: Enjoy free rail travel, health care plans, and discounts on shopping and gym memberships.
- Why this job: Be part of a dynamic team transforming train travel into a fun and efficient experience.
- Qualifications: Strong communication skills, customer service experience, and a can-do attitude required.
- Other info: Fixed-term contract for 24 months with comprehensive training provided.
The predicted salary is between 24000 - 36000 £ 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 Southwest, 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, selling and 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 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 act 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 excellent customer service and being proactive to our customer\’s needs.
- Providing the safe and punctual dispatch of trains from the station, following the correct dispatch procedure.
- Excellent platform management, including ensuring the tidiness of the station.
- Ensuring the safety of customers, contractors and colleague\’s is given the highest priority.
- Liaise with other GWR departments to ensure that correct information is given out especially in times of disruption.
- Make sure all contractors and visitors have been signed in and briefed on station safety before access.
- Report any faults and Safety/Security issues.
- Completing mobile assists – involving being responsible for placing ramps, lifting luggage and manoeuvring customers with mobility issues.
- Undertaking Winter Weather duties – this can include snow clearance, checking surface conditions and applying ice melt to platforms and station areas as required.
You\’ll need to be:
- Able to provide excellent customer service
- Able to work, keep calm make decisions under pressure.
- Work to strict safety processes and procedures.
- Have a good level of IT skills.
- Have a can-do attitude.
- Have a good level of numeracy and literacy.
- Good organisational skills.
As a minimum you\’ll need to have:
- The ability to work as part of a team or independently
- Evidence of numerical ability
- Strong verbal and written communication skill
- Experience of working in an environment where safety is paramount
About the location
Maidenhead station is located close to the Town Centre offering a wide range of retail shops and recreational activities.
Working pattern
The role requires shift working including weekend and bank holidays.
Maidenhead Shifts Twyford Shifts
Early Shifts 06:30 to 15:00 Early Shifts 05:45 to 12:15
Late Shift 14:30 to 23:30 Middle Shifts 12:00 to 18:15
Night Shift 23:00 to 07:00 Late Shift 17:50 to 00:20
Weekends- 07:00 to 19:00 Weekends- 08:00-17:00
Weekends- 19:00 to 07:00
Additional information
This is a fixed term contract for 24 months.
Candidates will be expected to undertake an on-line Situational Judgement Test and if short listed, undertake an ability test and a competency-based interview. Interviews will take place on w/c 25th August 2025. The successful candidate will need to meet the medical standards for this role, including colour vision and hearing tests, together with a drugs and alcohol screen. A Basic DBS is also required. Full training will be provided in our Training Centre in Swindon. Training is Monday to Friday and will last for up to 3 weeks. A travel pass is provided to enable travel to and from the training venue.
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.
https://exceptionalindividuals.com/neurodiversity/
https://www.healthassured.org/blog/neurodiversity/
INGWR
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Service Delivery Assistant employer: First Group
Contact Detail:
First Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Assistant
✨Tip Number 1
Familiarise yourself with GWR's values and mission. Understanding their commitment to customer service and safety will help you align your responses during interviews, showcasing that you're a great fit for their team.
✨Tip Number 2
Prepare for the Situational Judgement Test by practising similar scenarios. This will help you think on your feet and demonstrate your ability to handle real-life situations effectively, which is crucial for the Service Delivery Assistant role.
✨Tip Number 3
Highlight any previous experience in customer service or safety-critical roles during your discussions. Sharing specific examples of how you've managed challenging situations can set you apart from other candidates.
✨Tip Number 4
Show your enthusiasm for working in a dynamic environment like a railway station. Discussing your adaptability and willingness to learn can demonstrate that you're ready to thrive in the fast-paced atmosphere at GWR.
We think you need these skills to ace Service Delivery Assistant
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and requirements of the Service Delivery Assistant position. Tailor your application to highlight how your skills and experiences align with these specific needs.
Highlight Customer Service Skills: Since this role is customer-facing, emphasise your previous experience in providing excellent customer service. Use specific examples that demonstrate your ability to handle challenging situations and maintain a positive attitude under pressure.
Showcase Safety Awareness: Given the importance of safety in this role, include any relevant experience or training you have related to safety procedures. Mention your ability to remain vigilant and proactive in ensuring a safe environment for customers and colleagues.
Proofread Your Application: Before submitting your application, make sure to proofread it 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 Service Delivery Assistant, excellent customer service is key. Prepare examples of how you've provided outstanding service in previous roles, especially in challenging situations. This will demonstrate your ability to handle the demands of a busy railway station.
✨Understand Safety Protocols
Familiarise yourself with safety procedures relevant to the role. Be ready to discuss how you would ensure the safety of customers and colleagues, especially during busy or disruptive times. This shows that you take safety seriously and understand its importance in this environment.
✨Demonstrate Flexibility and Adaptability
The role requires responding to ever-changing demands. Share experiences where you've had to adapt quickly to new situations or challenges. This will highlight your ability to remain calm under pressure and make decisions effectively.
✨Prepare for Situational Judgement Tests
Since you'll be required to undertake an online Situational Judgement Test, practice similar tests beforehand. This will help you get comfortable with the format and improve your chances of performing well, showcasing your decision-making skills in real-life scenarios.