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- Tasks: Be the friendly face of Great Western Trains, delivering top-notch customer service.
- Company: Join Great Western Trains, a leader in providing exceptional travel experiences.
- Benefits: Enjoy flexible working options and a supportive, inclusive environment.
- Why this job: Make a real impact on customer journeys while developing your skills in a dynamic setting.
- Qualifications: Previous customer service experience and strong communication skills are essential.
- Other info: Shifts include weekends and bank holidays; perfect for students looking for flexible hours.
The predicted salary is between 22000 - 30000 £ per year.
About the job:
The purpose of the job is to be the face of Great Western Trains and to give our customers a positive impression of the company and to exceed their expectations of customer service.
Your main responsibilities will be:
- Delivering a high level of service to customers
- Assisting in the day to day operation of the automatic ticket barriers
- Ensuring customer security and responding to customer enquiries
- Inspecting and issuing tickets
- Addressing customer needs in times of service disruption
- Ensuring the professional appearance of the gateline area by clearing rubbish and making sure customer walkways are unobstructed
- Selling tickets via a mobile ticket machine and associated accountancy processes
You\’ll need to be:
- Able to provide excellent customer service and remain calm particularly during times of service disruption
- Respond, record and react to safety issues that may compromise customer safety
- Ability to manage customers requiring assistance
- Pro-actively communicate and liaise with customers, colleagues and other business partners
- A Self-starter with a can do attitude
- Confident when decision making
- Able to work to strict procedures
As a minimum you\’ll need to have:
- Previous experience of establishing relationships with customers
- Able to meet the required medical standards for this role
- Previous experience in shift working including Sundays and Bank Holidays
- Able to maintain concentration and awareness of customer behaviours
- The ability to work as part of a team or independently
- Evidence of numerical ability
- Strong verbal and written communication skills
Additional information:
This role involves working shift working, including weekends and bank holidays. The earliest start 06.50 and latest finish would be 23.45.
Applicants successfully short listed, will be invited to a competency-based interview on 17th September 2025.
For further information please contact Melanie Harvey, Station Manager on 07720 720061.
For more information regarding the application process, please contact the Recruitment Team 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.
https://exceptionalindividuals.com/neurodiversity/
https://www.healthassured.org/blog/neurodiversity/
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Gateline Assistant employer: FirstGroup Internal
Contact Detail:
FirstGroup Internal Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Gateline Assistant
✨Tip Number 1
Familiarise yourself with Great Western Trains' values and customer service standards. Understanding their commitment to customer satisfaction will help you align your responses during the interview, showcasing your ability to embody their ethos.
✨Tip Number 2
Prepare examples from your past experiences where you've successfully handled customer inquiries or resolved issues. This will demonstrate your capability in providing excellent customer service, especially during challenging situations.
✨Tip Number 3
Practice your communication skills, focusing on clarity and confidence. As a Gateline Assistant, you'll need to interact with a diverse range of customers, so being articulate and approachable is key.
✨Tip Number 4
Showcase your ability to work both independently and as part of a team. Think of scenarios where you've successfully collaborated with others or taken initiative on your own, as this will highlight your versatility for the role.
We think you need these skills to ace Gateline Assistant
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and requirements of a Gateline Assistant. Highlight key skills such as customer service, communication, and decision-making in your application.
Tailor Your CV: Customise your CV to reflect your relevant experience, particularly in customer service roles. Use specific examples that demonstrate your ability to handle customer enquiries and manage service disruptions.
Craft a Strong Cover Letter: Write a cover letter that showcases your enthusiasm for the role and the company. Mention your previous experience with customer interactions and how you can contribute to creating a positive impression for Great Western Trains.
Prepare for Competency-Based Questions: Since the interview will be competency-based, prepare examples from your past experiences that demonstrate your problem-solving skills, ability to work under pressure, and teamwork. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
How to prepare for a job interview at FirstGroup Internal
✨Showcase Your Customer Service Skills
As a Gateline Assistant, you'll be the face of Great Western Trains. Prepare examples from your past experiences where you provided excellent customer service, especially during challenging situations. Highlight how you managed to exceed customer expectations.
✨Demonstrate Calmness Under Pressure
The role requires remaining calm during service disruptions. Think of instances where you successfully handled stressful situations and how you maintained composure while assisting customers. This will show your ability to manage pressure effectively.
✨Familiarise Yourself with Safety Protocols
Safety is paramount in this role. Brush up on relevant safety procedures and be ready to discuss how you would respond to potential safety issues. Showing that you understand the importance of safety will impress your interviewers.
✨Prepare for Competency-Based Questions
Since the interview will be competency-based, review common questions related to teamwork, decision-making, and customer interaction. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly and effectively.
