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- Tasks: Provide top-notch customer service, check tickets, and ensure safe train dispatch.
- Company: Join GWR, a leader in transforming train travel with a focus on customer experience.
- Benefits: Enjoy free rail travel, health care, discounts, and ongoing professional development.
- Why this job: Be part of a dynamic team making a real difference in the travel experience.
- Qualifications: Strong communication skills, attention to detail, and a can-do attitude required.
- Other info: Flexible shifts, comprehensive training, and a commitment to inclusivity.
The predicted salary is between 24000 - 36000 £ per year.
Overview
Who are we?
GWR is the custodian of Brunel\’s railway, carrying passengers to over 275 stations in the South West with more than one hundred million journeys each year. We are transforming the way people think about train travel and empowering our team of over 6,000 people to provide a great experience for customers.
About the job
As an S7 at Truro you will have a multifunctional role. You will provide staff coverage on the station gates, check tickets and keep customers safe as they enter and exit the station. You will ensure that customer requirements are met and exceeded and that station activities including dispatching train services and platform management are completed safely and punctually. You will provide information and assistance to customers and maintain a high standard of the station environment.
Responsibilities
- Providing the highest level of customer service and meeting customer needs
- Meet and greet customers at the ticket barrier, selling tickets and providing journey information using ticket systems
- Ensuring the safe and punctual departure of trains from the station, following dispatch procedures
- Providing information and assistance to customers
- Ensuring the safety of customers, staff, visitors and contractors
- Maintaining a safe, pleasant and clean station environment
Requirements
- Able to deliver extraordinary front line customer service
- Able to understand customer requirements and expectations
- A self-starter with a can do attitude
- Confident when decision-making
- Calm yet directive in a crisis
- Able to work to strict procedures
Minimum qualifications
- The ability to work as part of a team or independently
- Evidence of numerical ability
- Attention to detail
- Strong verbal and written communication skills
- An ability to multitask well
Location
Truro station has good transport links and is the busiest station in Cornwall. Due to proximity to tourist locations, the area may experience large numbers during busy periods. Own transport is necessary due to shifts starting and finishing outside normal train times.
Additional information
The role requires shift working 7 days a week on a rolling roster including Sundays and Bank Holidays. There is no set shift pattern; shifts are rostered based on cover needs.
Candidates shortlisted will be invited to undertake an ability test and a competency-based interview. Interviews will take place w/c 20 October 2025. The successful candidate will be required to undertake a safety critical medical, 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 3-week period (Monday to Friday) at our Training Centre in Swindon, with hotel accommodation and a travel pass provided.
The Reward
In addition to a great team environment and comprehensive training, GWR colleagues enjoy benefits including ongoing development, a defined benefit pension scheme, free rail travel across the GWR network for you and your family, a company-sponsored health care plan, discounted shopping and gym membership, and an employee assistance programme.
We all belong at GWR
This is our commitment to an inclusive environment and equal opportunity for all candidates. We value diversity and have zero tolerance for prejudice. We encourage flexible working options where possible and support accessibility in vacancies. If you need additional support to complete your application due to a disability or neurodivergent condition, please follow the guidance provided in the vacancy description. For more information on neurodiversity resources, you may refer to the following external sources:
exceptionalindividuals.com/neurodiversity/
healthassured.org/blog/neurodiversity/
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Train Dispatch and Ticket Office employer: First Group
Contact Detail:
First Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Train Dispatch and Ticket Office
✨Tip Number 1
Get to know the company! Research GWR and understand their values and mission. 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! Since this role is all about providing top-notch service, think of scenarios where you can demonstrate your ability to handle customer queries and issues effectively.
✨Tip Number 3
Be ready for the unexpected! Train dispatch can be unpredictable, so prepare yourself for potential crisis situations. Think about how you would stay calm and direct others during busy periods or emergencies.
✨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 on joining the GWR family. Don’t miss out on this opportunity!
We think you need these skills to ace Train Dispatch and Ticket Office
Some tips for your application 🫡
Show Off Your Customer Service Skills: Make sure to highlight your experience in delivering top-notch customer service. We want to see how you've gone above and beyond to meet customer needs, so share specific examples that showcase your skills!
Be Clear and Concise: When writing your application, keep it straightforward and to the point. We appreciate clarity, so avoid fluff and focus on what makes you a great fit for the role. Remember, less is often more!
Tailor Your Application: Take a moment to customise your application for this specific role. Mention how your skills align with the responsibilities listed in the job description, especially around ticketing and safety procedures. It shows us you’re genuinely interested!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the position. Plus, it’s super easy to do!
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 safety, as well as their role in transforming train travel. This will help you align your answers with what they’re looking for.
✨Showcase Your Customer Service Skills
Since this role is all about providing top-notch customer service, prepare examples from your past experiences where you’ve gone above and beyond for customers. Be ready to discuss how you handle difficult situations and ensure customer satisfaction.
✨Demonstrate Decision-Making Ability
GWR values confident decision-making, especially in a crisis. Think of scenarios where you had to make quick decisions under pressure. Practise articulating these experiences clearly, highlighting your calmness and effectiveness.
✨Prepare for the Competency-Based Interview
Expect questions that assess your ability to work in a team, multitask, and pay attention to detail. Use the STAR method (Situation, Task, Action, Result) to structure your responses, ensuring you provide clear and concise examples relevant to the job.