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- Tasks: Join us as a Customer Service GPR, selling tickets and ensuring smooth station operations.
- Company: GWR is committed to inclusivity and providing excellent transport services in West Cornwall.
- Benefits: Enjoy flexible working options and a supportive environment that values diversity.
- Why this job: Be part of a dynamic team, enhance customer experiences, and contribute to a vibrant community.
- Qualifications: Must be a team player with strong communication skills and a can-do attitude.
- Other info: Shifts include weekends and bank holidays; own transport required due to shift timings.
The predicted salary is between 24000 - 36000 £ per year.
As an S7 GPR in West Cornwall you will have a multifunctional role, confidently and impartially selling the full range of tickets and services, including processing high volumes of sales. You will ensure that customer requirements are met and exceeded, and that station activities including the dispatching of train services and platform management are completed safely and punctually. Provide information and assistance to customers and ensure that the station environment is kept to a high standard.
Your main responsibilities will be:
- Providing the highest level of customer service and being dedicated to customer needs
- Accurately and impartially selling the full range of products and services to our customers in a friendly, professional and efficient manner
- Maximising opportunities for increased sales at ticket offices by adopting selling techniques and offering enhanced products to customers
- Carrying out routine maintenance and cleaning of ticket machines and IT equipment
- Accurately completing all accountancy and other associated documentation
- Ensuring the safe and punctual departure of trains from the station, following correct dispatch procedures
- Providing information and assistance to customers
- Ensuring the safety of customers, staff, visitors and contractors is given the highest priority
- Maintaining a safe, pleasant, and clean station environment
You’ll need to be:
- 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
As a minimum you’ll need to have:
- 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
About the location: West Cornwall stations provide good transport links to the surrounding area and cover a number of stations in the Cornwall area, six of which are staffed stations. During the busy holiday periods due to its proximity to many popular tourist locations and venues, large numbers visit our West Cornwall stations. Own transport is necessary due to the start and finish times of shifts being outside of train running times.
Additional Information: The role requires shift working 7 days a week on a rolling roster pattern including Sundays and Bank holidays. There is no set shift pattern. Shifts are rostered based on where cover is needed. Candidates successfully shortlisted will be invited to undertake an ability test and a competency-based interview. Interviews will take place on 7th and 8th July 2025. The successful candidate will be required to undertake a safety critical medical and meet the standards required for this role.
For further information about the role contact Sharon Holloway, Station Manager (West Cornwall) on 07860 594877. For more information regarding the application process, please contact the Recruitment Team at gwrrecruitment@gwr.com.
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.
Customer Service, Gateline and Dispatch GPR employer: FirstGroup Internal
Contact Detail:
FirstGroup Internal Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service, Gateline and Dispatch GPR
✨Tip Number 1
Familiarise yourself with the ticketing systems and services offered at West Cornwall stations. Understanding the products you’ll be selling will not only boost your confidence but also help you provide accurate information to customers.
✨Tip Number 2
Practice your customer service skills by engaging with friends or family in role-play scenarios. This will prepare you for real-life interactions, ensuring you can handle various customer needs and situations effectively.
✨Tip Number 3
Research common challenges faced in customer service roles, especially in busy environments like train stations. Being prepared for potential issues will help you remain calm and directive during high-pressure situations.
✨Tip Number 4
Make sure to highlight your ability to multitask in a fast-paced environment. Think of examples from your past experiences where you successfully managed multiple responsibilities, as this will be crucial for the role.
We think you need these skills to ace Customer Service, Gateline and Dispatch GPR
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and requirements. Tailor your application to highlight how your skills and experiences align with the role of Customer Service, Gateline and Dispatch GPR.
Highlight Relevant Experience: In your CV and cover letter, emphasise any previous customer service roles or experiences that demonstrate your ability to deliver exceptional service, handle high-pressure situations, and work as part of a team.
Showcase Communication Skills: Since strong verbal and written communication skills are essential for this role, provide examples in your application that showcase your ability to communicate effectively with customers and colleagues.
Prepare for the Interview: If shortlisted, prepare for the ability test and competency-based interview by reviewing common interview questions related to customer service and decision-making. Think of specific examples from your past experiences that demonstrate your skills.
How to prepare for a job interview at FirstGroup Internal
✨Showcase Your Customer Service Skills
Since this role is all about providing exceptional customer service, be prepared to share specific examples of how you've gone above and beyond for customers in the past. Highlight your ability to understand and meet customer needs.
✨Demonstrate Your Multitasking Ability
The job requires handling multiple tasks simultaneously, especially during busy periods. Be ready to discuss situations where you've successfully managed several responsibilities at once, showcasing your organisational skills.
✨Familiarise Yourself with Safety Procedures
Safety is a top priority in this role. Make sure you understand the basic safety protocols related to train dispatch and customer management. You might be asked how you would handle a crisis, so think through your responses.
✨Prepare for Competency-Based Questions
Expect questions that assess your decision-making and problem-solving abilities. Use the STAR method (Situation, Task, Action, Result) to structure your answers, ensuring you provide clear and concise examples from your previous experiences.