Customer Service – Train Dispatchers; GWR & HEx

About the team:

The stations team delivers a wide range of services to our customers, from being the first and last point of contact in a customer's journey, selling and checking tickets, making sure our customers know where to go, helping them to board and alight services, providing information and help to make the customer experience one to remember. The team is responsible for providing a safe and secure environment, delivering the safe and efficient dispatch of trains and ensuring that all the services provided at the station deliver to the highest standards.

Working in a busy and challenging environment, the stations team work tirelessly to ensure a great customer experience is delivered, even when things go wrong.

A Service Delivery Assistant is a key customer facing role that ensures the safety of customers, colleagues and contractors on the station. You must be vigilant of all activity on the station and take action in the event of any unsafe behaviours or conditions observed. You are responsible for the safe and efficient dispatch of train services and managing the platform environment.

A key member of the team, you will be involved in all aspects of the station and supporting colleagues in their roles. This is a challenging role that demands great customer service skills, flexibility and an ability to respond to the ever-changing demands of a busy railway station.

• Providing the highest levels of customer service and being proactive to customer needs
• Ensuring the safe and punctual departure of trains from the station, following correct dispatch procedures
• Providing information and assistance to customers
• Ensuring the safety of customers, staff, visitors and contractors is given the highest priority
• Liaising with other key GWR departments to ensure accurate and timely information is given to customers, especially in times of service disruption

• 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

• 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

Paddington is a very vibrant and busy station, operating 24hrs a day within the heart of London. Our customers are varied, comprising commuters and leisure travellers, some going long distances, others just around the suburbs. At Paddington Station we work closely with stakeholders, including Network Rail, Transport for London plus catering and cleaning teams who all working together to provide a great experience for our customers.

No two days are ever the same at this iconic station in our busy capital city.

We are recruiting into a talent pool for roles covering:

• Day Shift rotating shift patterns, including weekends and bank holidays.
• Night-shift-only positions. Including weekends and bank holidays

Specific vacancies will be offered as and when approved opportunities become available

This advert is a talent pool advert to generate a list of suitable candidates that can be offered roles as and when they are approved in future.

Candidates successfully shortlisted will be invited to undertake an online ability test and upon successful completion of that test will attend a competency based interview. The successful candidate will be required to meet the medical standards for this role including colour vision test, hearing, as well as a drugs and alcohol screen.

For further information, please contact Selma Gomes-Bottle (GWR) on
David Morgan (GWR), Duty Station Manager,
or Theophilus Steiner (HEx)

For more information regarding the application process, please contact the Recruitment Team

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,…