At a Glance
- Tasks: Deliver excellent customer service and safely dispatch trains at Euston station.
- Company: Join London Northwestern Railway, a leader in customer experience.
- Benefits: Competitive salary, free travel, pension, and discounts at over 800 retailers.
- Other info: Flexible shifts with great career development opportunities.
- Why this job: Be the face of our railway and make a real difference to passengers' journeys.
- Qualifications: Customer-focused, calm under pressure, and good communication skills required.
The predicted salary is between 27953 - 29230 £ per year.
Your role is key in delivering great customer service to our passengers. Based at Euston station, you will be responsible for the safe dispatch of trains from the platform, be the face of London Northwestern Railway in dealing with customer travel queries, provide station announcements and ensure the station is clean, tidy and safe. The role is shift based and will require you to work a mixture of earlies, lates and nights.
What does the job involve?
- Working shift patterns which will include weekends, with early starts and late finishes
- Safely dispatching trains from the station platform – following strict safety guidelines
- Using the customer information system to announce train arrivals and departures
- Keeping a record of delays, train re-platforming and other events that could affect the train running plan
- Handling difficult situations in a calm, customer focused manner
- Conducting security checks along with health and safety checks
- Providing assistance to passengers with disabilities – where required
What skills and experience do I need to do the job?
- Customer focussed – being presentable, approachable and proactive
- Comfortable managing conflict - remaining calm in difficult situations
- Great communication skills – able to flex your style to the audience
- Having flexibility – both with your hours of work and approach to work
- Stay calm under pressure – able to handle conflict
- Be able to make decisions - based on the situation at the time
- Have good IT skills, along with a good level of maths and English
- Live within a reasonable commute of the station you have applied for – early starts and late finishes will mean you need to be able to get to work, possibly before/after public transport is running
- For safety reasons, you need to be aged 18 or older
To ensure continuity and an effective delivery of service, successful candidates will be required to commit to a minimum 14-month period in role after achieving competence. This also includes existing colleagues who move by internal promotions and transfers. This time allows our future colleagues to support personal career development by allowing time to build strong knowledge and expertise.
What is the salary and benefits that come with the job role?
- Salary is £27,953 rising to £29,230 upon successful completion of probation
- A defined benefit pension from day 1 – one of the best in the UK.
- Free travel on all London Northwestern and West Midlands Railway services for you, your spouse/partner, and dependents.
- 75% off all other train operating companies for you, your spouse/partner, and dependents.
- 8 Friends and Family Day passes to gift per annum on our network.
- A 24/7 Virtual GP service for you and your household.
- Our Employee Assistance Programme (EAP)- A confidential employee benefit that supports you with personal or work-related issues affecting your home life, work life, health, or wellbeing
- Our cycle to work scheme with Evans Cycles.
- A retail discount portal- offering savings, discounts and cashback at over 800 retailers and restaurants.
As an inclusive employer, we welcome applications from all backgrounds and ensure no-one receives less favourable treatment on the grounds of age, disability, gender, race/ethnicity, religion, belief and sexual orientation.
Platform Assistant / Train Dispatcher employer: WM Trains
London Northwestern Railway is an exceptional employer, offering a dynamic work environment at Euston station where you can make a real impact on customer experience. With competitive salaries, comprehensive benefits including free travel for you and your family, and a strong commitment to employee development, we foster a culture of inclusivity and support that empowers our staff to thrive in their careers.
StudySmarter Expert Advice🤫
We think this is how you could land Platform Assistant / Train Dispatcher
✨Tip Number 1
Get to know the company! Research London Northwestern Railway and understand their values and customer service approach. This will help you tailor your responses during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! As a Platform Assistant, you'll need to be approachable and clear when dealing with customers. Try role-playing common scenarios with friends or family to build your confidence in handling queries and conflicts.
✨Tip Number 3
Be flexible and ready for anything! The role involves shift work, so demonstrate your adaptability during interviews. Share examples of how you've successfully managed changing situations in the past to show you're up for the challenge.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and keen on joining the team. Don’t forget to follow up after applying to express your enthusiasm!
We think you need these skills to ace Platform Assistant / Train Dispatcher
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've handled tricky situations and kept a smile on your face, as this role is all about delivering great service to our passengers.
Tailor Your Application:Don’t just send a generic application! Take the time to tailor your CV and cover letter to match the job description. We love seeing candidates who understand what we’re looking for and can demonstrate how they fit the bill.
Be Clear and Concise:When writing your application, keep it clear and to the point. We appreciate well-structured responses that get straight to the heart of your skills and experiences without unnecessary fluff.
Apply Through Our Website:We encourage you to apply through our website for the best chance of success. It’s super easy, and you’ll be able to find all the info you need about the role and our company!
How to prepare for a job interview at WM Trains
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Platform Assistant / Train Dispatcher. Familiarise yourself with the key tasks like safely dispatching trains and handling customer queries. This will help you demonstrate your knowledge and enthusiasm for the role.
✨Showcase Your Customer Service Skills
Since this role is all about delivering great customer service, be ready to share examples from your past experiences where you've successfully handled difficult situations or provided exceptional service. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Prepare for Scenario-Based Questions
Expect questions that assess how you would handle specific situations, especially under pressure. Think about scenarios related to train delays or customer complaints, and prepare your responses. This will show that you can stay calm and make decisions when it matters most.
✨Dress the Part and Be Approachable
First impressions count! Dress smartly and presentably, as you'll be the face of the company. Also, practice being approachable and friendly in your body language and tone. This will reflect the customer-focused attitude that the role demands.
