Customer Service - Service Delivery Assistant GPR

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.

The 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. This is a unique position which requires a great deal of flexibility from you as the post is classed as 'General Purpose Relief' which means that the position is there to cover any shortages within Newton Abbot and Totnes platform roster, whether it be through annual leave or sickness, which will mean that your roster will rarely be the same week-on-week.

Your main responsibilities will be:
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

Ensuring the cleanliness of all areas of the station especially toilets, waiting rooms, platforms, stairs and subways

Liaising with other key GWR departments to ensure accurate and timely information is given to customers, especially in times of service disruption

Some lone working is involved which requires a high degree of self-motivation and confidence.

• 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
• Ensuring the cleanliness of all areas of the station especially toilets, waiting rooms, platforms, stairs and subways
• Liaising with other key GWR departments to ensure accurate and timely information is given to customers, especially in times of service disruption
• Some lone working is involved which requires a high degree of self-motivation and confidence.

• 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

About the location Newton Abbot is a busy market town within the South Devon region. It has good transport links to the…