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- Tasks: Be the friendly face of GWR, assisting customers and ensuring a smooth station experience.
- Company: Join Great Western Railway, a leader in transforming train travel with a focus on customer service.
- Benefits: Gain valuable experience, work in a dynamic environment, and enjoy a supportive team culture.
- Why this job: Make a real difference in people's journeys while developing your skills in a vibrant setting.
- Qualifications: Strong communication skills, teamwork, and a passion for customer service are essential.
- Other info: This is a fixed-term role with opportunities for growth in an inclusive workplace.
The predicted salary is between 22000 - 30000 £ per year.
Who are we? GWR is the proud custodian of Brunel's railway - one of the most prestigious networks in the world. We have some of the newest trains in the country and exciting plans to extend our services. With more than one hundred million passenger journeys each year, we carry people to over 275 stations in the South West, from Cornwall and South Wales to London, passing through beautiful country and some of the UK's top tourist destinations. We are transforming the way people think about train travel, empowering our team of over 6,000 people from all different backgrounds to make it a great experience for our customers. Together, we will revalue rail as a very special way to travel – relaxing, fast, efficient, friendly and fun.
About the team? The role as Gateline Assistant is where you are the first person and the last that our customers meet in what can be a very busy environment. The Ticket Barrier also collects revenue from customers travelling without tickets. The work is sometimes challenging, but it can be a very rewarding job.
About the job? The purpose of the job is to be the face of Great Western Railway and to give our customers a positive impression of the company and to exceed their expectations of customer service. You will be working amongst a team of 7 other gateline colleagues to help deliver and run the station.
Your main responsibilities will be:
- Delivering a great experience to our customers.
- Assisting in the day to day operation of the automatic ticket gates.
- Ensuring customer security and responding to customer enquiries.
- Inspecting and issuing tickets.
- Delivery TVM maintenance.
- Offering passenger assistance to customers requiring additional support whilst using Reading Green Park Station.
- Addressing customer needs during times of service disruption.
- Ensuring the professional appearance of the Ticket Barrier area by clearing rubbish and making sure customer walkways are unobstructed.
- Supporting the safety of the station through duties such as Winterisation.
- Day to day management and maintenance of the station.
You’ll need to be:
- Able to deliver exceptional front line customer service.
- 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’ll need to have:
- The ability to work as part of a team or independently.
- Evidence of numerical ability.
- Strong verbal and written communication skills.
- Experience of working in an environment where safety is paramount.
About the location: Shaping the future for rail travel in this area, this is a relatively new station, operating GWR services in the Thames Valley area. The station is located close to Madejski Stadium as well as other local amenities. This will be a busy station with the capacity to continually grow.
Working Pattern: This role involves shift working, including weekends and bank holidays. The earliest shift start is 06:30 hours and latest shift finish would be 18:30 hours.
Additional Information: The role is a fixed term contract for 12 months to cover maternity leave. Applicants successfully shortlisted will be invited to a competency-based interview.
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.
Gateline Assistant in London employer: FirstGroup
Contact Detail:
FirstGroup Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Gateline Assistant in London
✨Tip Number 1
Get to know GWR and what we stand for! Research our values and mission, so you can show us how you align with our vision during the interview. This will help you stand out as a candidate who truly understands our commitment to exceptional customer service.
✨Tip Number 2
Practice your customer service skills! Think of scenarios where you might need to handle difficult situations or provide assistance. We want to see how you can keep calm under pressure and deliver that friendly, efficient service we pride ourselves on.
✨Tip Number 3
Network with current GWR employees if you can! They can give you insider tips on what it’s like to work here and what we value in our team members. Plus, it shows your genuine interest in joining us!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, you’ll find all the details about the role and any updates directly from us, making your job search smoother.
We think you need these skills to ace Gateline Assistant in London
Some tips for your application 🫡
Show Your Customer Service Skills: Make sure to highlight any experience you have in customer service. We want to see how you can deliver that exceptional front-line service that our customers expect!
Be Clear and Concise: When filling out your application, keep your language clear and to the point. We appreciate straightforward communication, so avoid fluff and get straight to what makes you a great fit for the role.
Tailor Your Application: Take a moment to tailor your application to the Gateline Assistant role. Mention specific responsibilities from the job description and how your skills align with them. This shows us you’ve done your homework!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way to ensure your application gets to us directly and helps us keep track of all the amazing candidates like you.
How to prepare for a job interview at FirstGroup
✨Know the Company Inside Out
Before your interview, take some time to research Great Western Railway. Understand their values, mission, and recent developments. This will not only help you answer questions more effectively but also show your genuine interest in being part of their team.
✨Showcase Your Customer Service Skills
As a Gateline Assistant, exceptional customer service is key. Prepare examples from your past experiences where you went above and beyond for customers. Think about how you handled difficult situations and what you learned from them.
✨Practice Common Interview Questions
Get ready for competency-based questions that focus on teamwork, decision-making, and crisis management. Use the STAR method (Situation, Task, Action, Result) to structure your answers, making it easier for the interviewer to follow your thought process.
✨Dress the Part and Be Professional
First impressions matter! Dress smartly and maintain a professional appearance, as you'll be representing GWR. Also, remember to arrive on time and bring any necessary documents, like your CV and references, to show you're organised and prepared.