Customer service Assistant in Twyford

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, providing information and help to make the customer experience one to remember. The station team is responsible for providing a safe and secure environment, delivering a prompt service so customers can catch their trains without delay, and ensuring that all the services provided at the station are delivered 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:

You will confidently and impartially sell the full range of tickets and services, including processing high volumes of sales, and ensuring that customer requirements are met and exceeded.

Your main responsibilities will be:

• Providing the highest level of customer service and being proactive 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
• Maintaining Station standards when needed (Station Posters, Service Quality Excellence duties & Ticket Office Documentation)

You will need to be:

• Able to deliver exceptional front-line customer service.
• Able to understand customer requirements and expectations.
• A self-starter with a can-do attitude.
• Confident when decision making.
• Able to remain calm yet directive in a crisis.
• Able to work to strict procedures.

As a minimum you will need to have:

• The ability to work independently (Lone Working).
• Evidence of numerical ability.
• Attention to detail.
• Strong verbal and written communication skills.
• Previous cash handling experience.

About the location:

This role will require covering regular colleagues' rest days and annual leave at five out-stations across the Slough, Maidenhead and Twyford areas, namely: Windsor, Furze Platt, Cookham, Bourne End and Henley.

Working Pattern:

The role requires shift working 5 days a week, with Monday to Friday rostered hours 0600-1300 and Saturday 0700-1400. This will be over an average 35-hour week.

Additional Information:

• Assist in times of disruption.
• Be able to arrive at work on time, without relying on public transport.
• May be needed to support passengers with limited mobility, including use of ramps.
• May be needed to complete Winterisation duties at the station which will include platform ice melting treatment and snow clearance.
• Other reasonable tasks as requested by management.

For further information please contact Jay Baldwin, DSM on 07583 041231, or Andrew Berry on 07966 740881.

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.