Customer Service, Gateline and Dispatch

FirstGroup; Truro; On-site; GBP 22,000 - 26,000; Full time

Benefits offered by this job

Free rail travel

Pension scheme

Private healthcare

Discounts and gym membership

Employee assistance programme

Job summary

GWR is seeking an enthusiastic frontline teammate for West Cornwall stations. You will deliver excellent customer service, sell tickets, provide journey information, and help with dispatching train services while maintaining high safety standards at the station environment.

The role includes shift work seven days a week with comprehensive training and ongoing development as part of a supportive team. Background in customer-facing roles and a proactive, adaptable attitude are preferred.

Qualifications

• Demonstrated frontline customer service experience.
• Ability to understand and meet customer requirements.
• Self-starter with a can-do attitude.
• Confident decision-making in varying situations.
• Calm and directive under pressure.
• Willingness to follow strict procedures.

Responsibilities

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

Skills

Customer service

Ticket selling

Communication

Multitasking

Attention to detail

Teamwork

Numerical ability

Decision making

Crisis management

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, empoweringour 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 youwill 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.

Additionalinformation

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.

Weall 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 valueour 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 andencourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.

We reviewall 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 additionalsupport 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