Customer Delivery Assistant - Train Dispatch

Customer Delivery Assistant - Train Dispatch

Final date to receive applications: 30 June 2026

Department: Stations

Employment Type: Part Time

Location: West Ham Station

Compensation: £29,160 / year

WEHTDI
108 Mon-Fri - 16:00-20:00 (20 hours/wk)

This post will be responsible for the safety of customers and staff at the station/platform/train interface, ensuring punctual and efficient train service performance, while providing outstanding customer service at all times. The post holder will be responsible for the safe operation of the gateline and assist with the basic impartial retailing of products. The post holder will be responsible for the safety and operational compliance of their station location.

The post holder will be the first point of contact on the station for dealing with any emergency and escalating to your local manager / SDC / signal person / Safety Department.

• Assist with the impartial and accurate retailing of local and promotional products
• Be the focal point for train service delivery at the station, specifically during peak hours and service disruption, reporting delays to the train service where applicable
• Provide accurate train running information including during times of disruption
• Ensure that the range of daily and weekly safety and security checks are currently carried out and that appropriate records are kept
• Comply with station procedures & guidelines
• Automatic Ticket Gate operation
• Use of existing and future technology to meet business requirements
• Provide a high level of customer service at all times
• Ensure that station presentation is kept to an excellent standard by carrying out light litter picking duties (not heavy cleaning such as toilet cleaning, graffiti removal etc), and displaying and maintaining posters and poster displays according to company guidelines.
• Where no medical restriction applies undertake snow clearance and winterisation duties.
• Carry out a daily and weekly test of the fire alarm panel, maintaining records of same (where applicable)
• Make sure all accidents are reported in line with the safety department procedure
• Undertake fault reporting, update and monitor the register
• Undertake monitoring of contractors making sure contractors sign in and work within company policies and guidelines
• Attend all training courses/staff briefings
• Liaise with industry partners including LUL, TFL and other Train Operating Companies
• Support the Station Management team in ensuring the station operates to a high standard at all times.
• Undertake floor walking duties providing information and assistance to customers within the station environment
• Assist Mobility Impaired Customers and Visually Impaired Customers, meeting and greeting and dealing with onward travel arrangements.
• Maintain a high level of station presentation
• Undertake manual PA announcements when required to do so, assisting with customers when on and around the station especially during times of disruption
• Assist with ill/injured passengers arriving at the station either on-train or walk-in, report as necessary through the internal process and deal with any emergency services required
• Work within the working time regulations for rail

• Retail operation and gateline competency
• High level of interpersonal and customer service skills
• Ability to deal with customers in all situations
• To pass the company standards for the role.

Training will provided in the areas detailed above.