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For Companies At a Glance
- Tasks: Deliver outstanding customer service and assist passengers at ticket offices, dispatch, and gatelines.
- Company: Join Great Western Railway, a leader in transforming rail travel with exceptional service.
- Benefits: Enjoy health perks, lifestyle discounts, free travel, and a competitive salary.
- Other info: Full training provided, with excellent career growth opportunities in a diverse environment.
- Why this job: Be part of a dynamic team making every passenger journey special and enjoyable.
- Qualifications: Strong communication skills and a passion for customer service are essential.
The predicted salary is between 28956 - 31165 £ per year.
Now Hiring: Station Staff for Ticket Office, Dispatch and Gateline staff in Cheltenham and Gloucester. Are you passionate about delivering outstanding service and helping people every day? We are looking for enthusiastic, customer-focused individuals to join our team at Great Western Railway (GWR). If you thrive in dynamic environments and want to play a vital role in helping passengers have a smooth, safe, and enjoyable journey, we want to hear from you!
What We Are Looking For?
- Committed to delivering exceptional customer service
- Calm under pressure and quick-thinking
- Team players who can also work independently
- Comfortable following safety protocols and procedures
- Excellent communicators with a friendly, proactive approach
- Confident using technology (e.g. smartphones/tablets)
- Experienced in customer-facing roles (preferred)
Minimum Requirements?
- Strong verbal and written communication skills
- Good numerical ability
- Ability to follow procedures accurately
- Availability for shift-based work, including weekends and holidays
Important Info
Assessment Day: Tuesday, 16 December 2025 in Gloucester. This advert includes current and upcoming permanent, fixed-term, full-time opportunities.
Roles, Salary & Shift pattern?
- Dispatcher
Location: Gloucester and Cheltenham Spa
Hours: 04:40 – 01:25
Salary: £29,956 per annum - Gateline Assistant
Location: Gloucester and Cheltenham Spa
Hours: 06:15 – 20:15
Salary: £28,810 per annum - Ticket Office
Location: Gloucester, Cheltenham Spa and Worcestershire Parkway
Hours: 04:45 – 20:20
Salary: £31,165 per annum
What to Expect?
- Apply Online: If shortlisted, you will be invited to attend an in-person assessment day.
- Interested in the Service Delivery Assistant (Dispatcher) role? You will need to complete an online Train Dispatch Multitasking Test. If successful, you will be considered for the role. If not, you will still be considered for other customer service positions.
- Assessment Day: Includes a group discussion and a face-to-face interview.
- Final Stage: Involves a medical assessment, basic DBS check, drug and alcohol screening and a colour vision test.
- Training: Full training is provided, including a 3-week course based in Swindon.
About GWR?
At GWR, we are proud to carry over 100 million passenger journeys every year to more than 275 stations across the South West, Wales, and London. With some of the UK's newest trains and a commitment to exceptional service, we are transforming rail travel. We believe rail is more than just transport – it is a relaxing, efficient, and enjoyable experience. That is why we are looking for people who will help us revalue rail and make every journey special.
Perks & Benefits?
- Health & Wellbeing: Health Cash Plan, health screenings, EAP, gym discounts.
- Lifestyle: Costco membership, bike scheme, retail discounts.
- Financial: Pension, share-saving schemes, payroll giving.
- Travel: Free GWR Travel pass. Discounted Friends and Family tickets, Eurostar, and European rail travel.
Our Commitment to Inclusion?
We all belong to GWR. We embrace diversity and ensure equal opportunities for all. Differences in age, gender, LGBTQIA, ethnicity, religion, and disability are valued, with zero tolerance for prejudice. We promote flexible working, review job roles for accessibility, and support colleagues in thriving. If you need adjustments due to a disability or neurodivergent condition, please let us know.
Exceptional Individuals – Neurodiversity Health Assured – Neurodiversity GWR has achieved its highest customer satisfaction in over 20 years — 92%, with record scores in comfort, service, and station experience. Join the team behind this success and help us raise the bar even higher!
Customer Service Stations Team Members employer: FirstGroup
Contact Detail:
FirstGroup Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Stations Team Members
✨Tip Number 1
Get to know the company! Before your assessment day, do a bit of research on GWR. Understand their values and what makes them tick. This will help you connect with the interviewers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your customer service skills! Think of scenarios where you’ve had to deal with difficult customers or tricky situations. Be ready to share these experiences during your group discussion and interview. It’ll show you can handle pressure and think on your feet!
✨Tip Number 3
Dress the part! First impressions matter, so make sure you look smart and professional for your assessment day. It shows you take the opportunity seriously and are ready to represent GWR’s commitment to exceptional service.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it keeps everything organised for you and us. So, get your application in and let’s get you on board!
We think you need these skills to ace Customer Service Stations Team Members
Some tips for your application 🫡
Show Your Passion for Customer Service: When writing your application, let your enthusiasm for helping people shine through! Share specific examples of how you've delivered outstanding service in the past, as this is what we value most at GWR.
Be Clear and Concise: Make sure your written application is easy to read. Use clear language and avoid jargon. We want to see your communication skills in action, so keep it straightforward and to the point!
Highlight Relevant Experience: If you've worked in customer-facing roles before, make sure to mention it! We love seeing candidates who have experience in similar environments, so don’t hold back on sharing your background.
Apply Through Our Website: To ensure your application gets the attention it deserves, apply directly through our website. This way, we can easily track your application and get you one step closer to joining our fantastic team!
How to prepare for a job interview at FirstGroup
✨Know the Role Inside Out
Before your interview, make sure you understand the specific roles you're applying for, whether it's Dispatcher, Gateline Assistant, or Ticket Office staff. Familiarise yourself with the responsibilities and think about how your past experiences align with what GWR is looking for.
✨Showcase Your Customer Service Skills
GWR is all about outstanding customer service, so be ready to share examples of how you've delivered exceptional service in previous roles. Think of situations where you went above and beyond to help a customer, especially in high-pressure scenarios.
✨Practice Your Communication
As excellent communication is key for these positions, practice articulating your thoughts clearly and confidently. You might even want to do a mock interview with a friend to get comfortable with speaking about your experiences and answering common interview questions.
✨Be Ready for Group Discussions
Since the assessment day includes group discussions, prepare to engage with others and demonstrate your teamwork skills. Think about how you can contribute positively to the conversation while also listening to others, as collaboration is crucial in these roles.