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- Tasks: Assist customers and ensure smooth train operations at various London stations.
- Company: Join Great Western Railway, a leading transport provider in the UK.
- Benefits: Enjoy free rail travel, health care plans, and discounts on shopping and gym memberships.
- Why this job: Be part of a dynamic team that values diversity and offers comprehensive training.
- Qualifications: Strong communication skills and a commitment to excellent customer service are essential.
- Other info: Shifts include weekends and bank holidays; full training provided.
The predicted salary is between 24000 - 36000 £ per year.
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Customer Service – Ticket Barrier Assistant and Train Dispatcher, London
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Client:
Great Western Railway (GWR)
Location:
London, United Kingdom
Job Category:
Other
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EU work permit required:
Yes
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Job Reference:
4b58ce360a24
Job Views:
6
Posted:
12.08.2025
Expiry Date:
26.09.2025
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Job Description:
Customer Service – Ticket Barrier Assistant and Train Dispatcher
Locations: London Paddington, Reading, Oxford, Slough, Maidenhead, Didcot Parkway, Newbury
Are You a Customer Service Star? Step Into the Spotlight!
We\’re looking for enthusiastic, customer-focused individuals to join our team at Great Western Railway in two exciting roles:
Train Dispatcher andTicket Barrier Assistant. Both positions involve working on the front line of customer service, ensuring passengers have a smooth, safe, and enjoyable journey. If you\’re passionate about helping others and thrive in dynamic environments, these roles could be perfect for you!
About theRoles
Train Dispatcher:As a Train Dispatcher (also known as Service Delivery Assistant), you\’ll carry out essential station duties, such as train dispatch, assisting customers, and ensuring the station is clean, safe, and welcoming. Your responsibilities will include:
- Ensuring the safe and timely departure of trains by following dispatch procedures.
- Offering clear information and helpful assistance to customers.
- Maintaining the cleanliness of station areas, including platforms and waiting rooms.
- Ensuring the safety and security of customers, colleagues, and visitors.
- Collaborating with other GWR departments to provide accurate and timely updates, especially during disruptions.
Ticket Barrier Assistant:In this role, which is also known as Gateline Assistant, you will be the face of GWR at the station\’s ticket barriers, creating a positive first impression and managing customer flow. Your responsibilities will include:
- Managing the operation of ticket barriers and responding to customer inquiries.
- Ensuring the security of the gateline area and addressing customer needs during disruptions.
- Inspecting and issuing tickets, as well as selling tickets using a mobile ticket machine.
- Keeping the gateline area clear of rubbish and maintaining a professional appearance.
What We\’re Looking For?
For both roles, you\’ll need to be:
- Committed to delivering extraordinary customer service.
- A self-starter with a can-do attitude.
- Calm and customer-focused during disruptions or crises.
- Comfortable working within strict procedures.
MinimumRequirements?
- Ability to work as part of a team or independently.
- Strong verbal and written communication skills.
- Evidence of numerical ability.
Working Pattern?
At the stations identified above, both roles involve working shifts, which includes weekends and bank holidays. Shifts may start from 04:30 (depending on location) with late shifts finishing 01:00 (depending on location). Some stations may involve night work. Full shift details for your preferred location will be provided at the interview.
About the location?
We are recruiting for the following stations:
London Paddington
Reading
Oxford
Slough
Didcot Parkway
Newbury
You must live within 60 minutes of the station that you are applying for.
Additionalinformation?
Shortlisted candidates will be invited to an assessment day scheduled on17 th September 2025. This vacancy is advertised to fill current and future vacancies at the above stations.
What to Expect?
- After submitting your application, you\’ll complete an online assessment (recommended on a laptop/computer).
- All shortlisted candidates will then be invited to an assessment day which will include a competency-based interview.
- Applicants wishing to be considered for a train dispatch role, will be invited to complete an online train dispatch multitasking test prior to attending the assessment day.
- All successful applicants will need to pass a medical assessment, this may include a colour vision test. You will be required to undertake a drug and alcohol screening, and a Basic DBS check will be required.
- Full training will be provided, including a 3-week training programme in Swindon.
The Reward
As well as a great team environment and comprehensive training, all GWR colleagues enjoy a range of benefits including on-going development, defined benefit pension scheme, free rail travel across the GWR network for you and your family, company-sponsored health care plan, discounted shopping and gym membership and an employee assistance programme.
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 a 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, for example, 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://www.healthassured.org/blog/neurodiversity/
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Customer Service – Ticket Barrier Assistant and Train Dispatcher employer: Great Western Railway (GWR)
Contact Detail:
Great Western Railway (GWR) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service – Ticket Barrier Assistant and Train Dispatcher
✨Tip Number 1
Familiarise yourself with the Great Western Railway's values and customer service standards. Understanding their commitment to customer satisfaction will help you align your responses during the assessment day.
✨Tip Number 2
Practice common customer service scenarios that may arise in a train station environment. Being able to demonstrate your problem-solving skills and calmness under pressure will be crucial during your interview.
✨Tip Number 3
Research the specific stations you're applying for, such as London Paddington or Reading. Knowing the layout and services offered at these locations can give you an edge when discussing your suitability for the role.
✨Tip Number 4
Prepare for the online assessment by familiarising yourself with multitasking tests. These may include managing customer inquiries while ensuring safety protocols are followed, so practice staying organised and focused.
We think you need these skills to ace Customer Service – Ticket Barrier Assistant and Train Dispatcher
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service. Emphasise any roles where you've had to assist customers, manage inquiries, or work under pressure, as these skills are crucial for both the Train Dispatcher and Ticket Barrier Assistant positions.
Craft a Strong Cover Letter: Write a cover letter that showcases your passion for customer service. Mention specific examples of how you've provided excellent service in the past and how you can contribute to Great Western Railway's mission of ensuring a smooth journey for passengers.
Highlight Communication Skills: Both roles require strong verbal and written communication skills. In your application, provide examples of how you've effectively communicated with customers or colleagues, especially in challenging situations.
Prepare for Online Assessments: After submitting your application, you'll need to complete an online assessment. Familiarise yourself with the types of questions that may be asked, particularly those related to multitasking and customer service scenarios, to ensure you're well-prepared.
How to prepare for a job interview at Great Western Railway (GWR)
✨Show Your Customer Service Skills
Both roles require a strong commitment to customer service. Be prepared to share specific examples of how you've successfully assisted customers in the past, especially in challenging situations.
✨Demonstrate Teamwork and Independence
These positions involve working both as part of a team and independently. Highlight experiences where you effectively collaborated with others, as well as instances where you took initiative on your own.
✨Prepare for Scenario-Based Questions
Expect competency-based questions that assess how you would handle various scenarios, particularly during disruptions. Think about potential challenges you might face and how you would respond calmly and effectively.
✨Familiarise Yourself with the Locations
Since the roles are based at specific stations, do some research on the locations you're applying for. Understanding the environment and any recent developments can help you stand out as a knowledgeable candidate.