Customer Service, Gateline And Dispatch

Great Western Railway (Gwr); Phillack; On-site; GBP 17,000 - 21,000; Full time

Benefits offered by this job

Free rail travel for you and family

Company health care plan

Pension scheme

Discounts and gym membership

Job summary

Great Western Railway (GWR) is recruiting for a customer service role at West Cornwall stations. You will provide frontline support, sell tickets, and give journey information while ensuring safety and punctual train departures.

The role requires shift work across seven days, with training in Swindon and a safety medical including colour vision and hearing tests, plus a DBS check. Successful candidates join a team delivering high-quality service, with full training, ongoing development, and

Qualifications

• Front line customer service experience preferred.
• Ability to work to strict procedures.
• Ability to multitask and handle enquiries.
• Strong numeracy and attention to detail.
• Excellent verbal and written communication.

Responsibilities

• Provide the highest level of customer service and meet customer needs.
• Meet and greet at the ticket barrier; sell tickets and provide journey information.
• Ensure safe and punctual departure of trains and follow dispatch procedures.
• Provide information and assistance to customers.
• Ensure safety of customers, staff, visitors and contractors.
• Maintain a safe, pleasant and clean station environment.

Skills

Customer service

Teamwork

Numerical ability

Attention to detail

Verbal communication

Written communication

Multitasking

Ticketing systems

Tools

Ticketing systems

Job description

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 job:

This role in West Cornwall you will have a multifunctional role. You will provide staff coverage on the stations you will ensure that customer requirements are met and exceeded, sell tickets and provide journey information and that station activities including the dispatching of train services and platform management are completed safely and punctually, as well as operating the Ticket Barrier Gateline. Also provide information and assistance to customers and ensure that the station environment is kept to a high standard.

Your main responsibilities will be:

• Providing the highest level of customer service and being dedicated to customer needs
• Meet and greet customers at the ticket barrier by being friendly, professional and efficient. Selling tickets and providing journey information using out ticket selling systems.
• 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
• Maintaining a safe, pleasant, and clean station environment

You’ll need to be:

• Able to deliver extraordinary front line customer service
• Able to understand customer requirements and expectations
• A self-starter with a can do attitude
• Confident when decision-making
• Calm yet directive in a crisis
• Able to work to strict procedures

As a minimum you will need to have:

• The ability to work as part of a team or independently
• Evidence of numerical ability
• Attention to detail
• Strong verbal and written communication skills
• An ability to multitask well

Location

West Cornwall stations provide good transport links to the surrounding area and covers a number of station in the Cornwall area. During the busy holiday periods due to its proximity to many popular tourist locations and venues will see large numbers visit our West Cornwall stations. Own Transport is necessary due to the start and finish times of shifts being outside of train running times.

Additional information

The role requires shift working 7 days a week on a rolling roster pattern including Sundays and Bank holidays. There is no set shift pattern.

Candidates successfully short listed, will be invited to undertake an ability test and a competency-based interview.

Interviews will take place on 3rd November 2026.

The successful candidate will be required to undertake a safety critical medical, including colour vision and hearing tests, as well as a drugs and alcohol screen.

A Basic DBS is also required for this role.

Full training will be provided which takes place over a 3 week period (Monday to Friday). The training will be undertaken at out Training Centre in Swindon, where hotel accommodation is provided.

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.

We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.

If you require additional support to complete your application due to a disability or neurodivergent condition such as dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.

https://exceptionalindividuals.com/neurodiversity/

https://www.healthassured.org/blog/neurodiversity

INGWR