At a Glance
- 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.
- Other info: Full training provided; shifts may vary, so flexibility is key.
- 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.
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.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Assistant in Plymouth
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at First Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like First Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Delivery Assistant in Plymouth
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to First Group:Your cover letter is your chance to shine! Tell us why you want to work at First Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at First Group!
How to prepare for a job interview at First Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
