Gateline Team Leader in Thatcham

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 of Gateline Team Leader at Maidenhead Station is to welcome passengers and to protect the company's revenue. As Team Leader you will also be responsible to supervise and motivate your fellow colleagues to deliver excellent customer service.

About the job: The purpose of the role is to lead the team and to deliver excellent customer service with Integrity and Empathy to all our customers. Your main responsibilities will be:

• Manage, monitor and develop a team of Gateline Assistants
• Deliver high level of service to customers
• Assisting with the day to day operation of the automatic ticket barriers
• Ensuring Customer Security and responding to customer enquiries
• Inspecting and issuing tickets
• Addressing customer needs in times of service disruption
• Ensuring the professional appearance of the gateline area by clearing rubbish and making sure customer walkways are unobstructed

You’ll need to be:

• Able to provide, 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 work within guidelines
• Able to prioritise the work load of others

As a minimum you’ll need to have:

• Evidence of leadership within a team
• Cash handling experience
• Evidence of numerical ability
• Attention to detail
• Strong verbal and written communication skills
• A Full UK driving Licence would be considered advantageous but not compulsory

Working pattern: The role requires shift working 7 days a week on a rolling roster (earliest start 06:00, latest finish 22:30) pattern including Sundays and Bank holidays.

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 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.

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