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- Tasks: Assist with train dispatch, customer service, and maintain a clean station environment.
- Company: Join GWR, a leading railway network known for its commitment to exceptional travel experiences.
- Benefits: Enjoy free rail travel, health care plans, discounts, and a supportive team culture.
- Why this job: Be part of a transformative team that values diversity and offers growth opportunities.
- Qualifications: Strong communication skills, teamwork ability, and a positive attitude are essential.
- Other info: Full training provided; shifts may vary, so flexibility is key.
The predicted salary is between 23870 - 35780 £ per year.
Customer Service – Train Dispatcher
Location – Plymouth Station
Salary - £29837 per annum
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 job?
As a Service Delivery Assistant, you will carry out key station duties, such as train dispatch, customer information provision, customer assistance and ensuring a clean and safe station environment.
Your main responsibilities will be:
- Providing the highest levels of customer service and be dedicated to customer needs.
- Ensuring the safe and punctual departure of trains from the station and following correct dispatch procedures.
- Providing helpful information and assistance to customers.
- Ensuring the safety of customers, colleagues, visitors and contractors will be given the highest priority.
- Ensuring the cleanliness of the station, especially toilets, waiting rooms, platforms, stairs and subways.
- Liaising with other key GWR departments to ensure accurate and timely customer information, especially in times of disruption.
Your strong visibility within the station will help maintain customer security.
You’ll need to be?
- Able to deliver extraordinary front line customer service.
- A self-starter with a can do attitude.
- Able to confidently make decisions.
- Able to remain calm yet confident and customer focussed in a crisis.
- Comfortable working within 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.
- Fully computer literate and the ability to use GWR operational Apps.
About the location
The role is based at Plymouth Station, and a short walk from Plymouth town centre. It is essential that you have your own transport as the times of shifts are often before or after public transport is available.
Working pattern
The majority of shifts for this position at present will be 12:00-19:00 Monday – Friday, however, you will need to be able to work shifts including weekends and bank holidays as roster is subject to change. Earliest shift starting at 0440 and latest finishing at 0100.
Additional information
We have one vacancy approved to fill, and will also use this advert to generate a talent pool of suitable candidates pending future vacancies. Applicants who are successfully shortlisted will be expected to undertake an online ability test and competency based interview. Interviews are scheduled to take place 10th July 2025. The successful candidate will be required to meet the medical standards for this role, including colour vision and hearing tests, as well as a drugs and alcohol screen. A Basic DBS is also required. Full training will be provided over a three week period (Monday-Friday) at our Training Centre in Swindon. Hotel accommodation will be 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.
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 the interview, showcasing that you're a good fit for their team.
✨Tip Number 2
Prepare for the online ability test by practising similar tests available online. This will help you feel more confident and perform better when it comes time for the actual assessment.
✨Tip Number 3
Think of examples from your past experiences where you've demonstrated excellent customer service or handled a crisis effectively. These anecdotes will be invaluable during the competency-based interview.
✨Tip Number 4
Since the role requires flexibility in working hours, be ready to discuss your availability openly. Showing that you're adaptable and willing to work various shifts can set you apart from other candidates.
We think you need these skills to ace Service Delivery Assistant
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Service Delivery Assistant. Highlight your customer service skills and ability to work under pressure in your application.
Tailor Your CV: Customise your CV to reflect the skills and experiences that align with the job description. Emphasise your strong verbal and written communication skills, as well as any relevant experience in customer service or operational roles.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of the railway industry. Mention specific examples of how you've provided excellent service in previous roles.
Prepare for the Online Test: Since shortlisted candidates will undertake an online ability test, practice similar tests beforehand. Familiarise yourself with numerical reasoning and situational judgement questions to boost your confidence.
How to prepare for a job interview at First Group
✨Showcase Your Customer Service Skills
As a Service Delivery Assistant, customer service is key. Be prepared to share specific examples of how you've provided excellent service in the past. Highlight your ability to remain calm and focused during challenging situations.
✨Understand Train Dispatch Procedures
Familiarise yourself with basic train dispatch procedures and safety protocols. This knowledge will demonstrate your commitment to ensuring safe and punctual train departures, which is crucial for the role.
✨Demonstrate Teamwork and Independence
The role requires both teamwork and the ability to work independently. Prepare to discuss experiences where you successfully collaborated with others as well as instances where you took initiative on your own.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess your decision-making skills in a crisis. Think about how you would handle various situations, such as dealing with a disruptive passenger or managing a service delay.
