At a Glance
- Tasks: Assist customers, ensure safety, and manage train dispatch at the station.
- Company: Join GWR, a company dedicated to delivering exceptional customer experiences in a dynamic environment.
- Benefits: Enjoy flexible working options, inclusive culture, and opportunities for personal growth.
- Other info: This is a 24-month fixed-term contract with various shift patterns, including weekends.
- Why this job: Be part of a team that values safety, customer service, and making every journey memorable.
- Qualifications: Strong communication skills, teamwork ability, and a proactive attitude are essential.
The predicted salary is between 24000 - 36000 £ per year.
About the team:
The stations team delivers a wide range of services to our customers, from being the first and last point of contact in a customer\'s journey, selling and checking tickets, making sure our customers know where to go, helping them to board and alight services, providing information and help to make the customer experience one to remember. The team is responsible for providing a safe and secure environment, delivering the safe and efficient dispatch of trains and ensuring that all the services provided at the station deliver to the highest standards. Working in a busy and challenging environment, the stations team work tirelessly to ensure a great customer experience is delivered, even when things go wrong.
About the job:
The Service Delivery Assistant is a key customer facing role that ensures the safety of customers, colleagues and contractors on the station. You must be vigilant of all activity on the station and act in the event of any unsafe behaviours or conditions observed. You are responsible for the safe and efficient dispatch of train services and managing the platform environment. A key member of the team, you will be involved in all aspects of the station and supporting colleagues in their roles. This is a challenging role that demands great customer service skills, flexibility and an ability to respond to the ever-changing demands of a busy railway station.
Your main responsibilities will be:
- Providing excellent customer service and being proactive to our customer\'s needs.
- Providing the safe and punctual dispatch of trains from the station, following the correct dispatch procedure.
- Excellent platform management, including ensuring the tidiness of the station.
- Ensuring the safety of customers, contractors and colleague\'s is given the highest priority.
- Liaise with other GWR departments to ensure that correct information is given out especially in times of disruption.
- Make sure all contractors and visitors have been signed in and briefed on station safety before access.
- Report any faults and Safety/Security issues.
- Completing mobile assists – involving being responsible for placing ramps, lifting luggage and manoeuvring customers with mobility issues.
- Undertaking Winter Weather duties – this can include snow clearance, checking surface conditions and applying ice melt to platforms and station areas as required.
You\'ll need to be:
- Able to provide excellent customer service
- Able to work, keep calm make decisions under pressure.
- Work to strict safety processes and procedures.
- Have a good level of IT skills.
- Have a can-do attitude.
- Have a good level of numeracy and literacy.
- Good organisational skills.
As a minimum you\'ll need to have:
- The ability to work as part of a team or independently
- Evidence of numerical ability
- Strong verbal and written communication skill
- Experience of working in an environment where safety is paramount
Working Pattern:
The role requires shift working including weekend and bank holidays.
Maidenhead Shifts Twyford Shifts
Early Shifts 06:30 to 15:00 Early Shifts 05:45 to 12:15
Late Shift 14:30 to 23:30 Middle Shifts 12:00 to 18:15
Night Shift 23:00 to 07:00 Late Shift 17:50 to 00:20
Weekends- 07:00 to 19:00 Weekends- 08:00-17:00
Weekends- 19:00 to 07:00
Additional Information:
This is a fixed term contract for 24 months.
Candidates will be expected to undertake an on-line Situational Judgement Test and if short listed, undertake an ability test and a competency-based interview. Interviews will take place w/c 25th August 2025. The successful candidate will need to meet the medical standards for this role, including colour vision and hearing tests, together with a drugs and alcohol screen.
For further information please contact Jay Baldwin, Duty Station Manager on 07583 041231 / Andrew Berry, Duty Station Manager on 07966 740881
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.
#J-18808-LjbffrService Delivery Assistant in Twyford employer: FirstGroup Internal
At GWR, we pride ourselves on being an excellent employer, offering a dynamic work environment where our Service Delivery Assistants play a crucial role in enhancing customer experiences at our stations. With a strong commitment to safety and inclusivity, we provide comprehensive training and growth opportunities, ensuring that every team member can thrive while delivering exceptional service. Our supportive culture values diversity and encourages collaboration, making GWR a rewarding place to build your career in the heart of Maidenhead.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Assistant in Twyford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at FirstGroup Internal. 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 FirstGroup Internal 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 Twyford
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 FirstGroup Internal:Your cover letter is your chance to shine! Tell us why you want to work at FirstGroup Internal 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 FirstGroup Internal!
How to prepare for a job interview at FirstGroup Internal
✨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.
