Customer Service - Service Delivery Assistant GPR

Great Western Railway; Highweek; On-site; GBP 18,000 - 24,000; Full time

Benefits offered by this job

On-going development

Defined benefit pension scheme

Free rail travel for you and family

Company-sponsored health care plan

Discounted shopping

Gym membership

Employee assistance programme

Job summary

Great Western Railway (GWR) is seeking a Service Delivery Assistant to safeguard customers and staff on station premises, ensuring safe train dispatch and providing information during disruptions. The role covers Newton Abbot and Totnes platforms with varied rosters and weekend shifts.

The post demands exceptional customer service capability, calm decision making, and the ability to handle lone-working scenarios while adhering to strict procedures and safety standards.

Qualifications

• Ability to work as part of a team or independently.
• Evidence of numerical ability.
• Strong verbal and written communication skills.
• Experience in an environment where safety is paramount.

Responsibilities

• 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.

Skills

Customer service

Self-motivation

Decision making

Crisis management

Procedural discipline

Job description

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 needsEnsuring the safe and punctual departure of trains from the station, following correct dispatch proceduresProviding information and assistance to customersEnsuring the safety of customers, staff, visitors and contractors is given the highest priorityEnsuring the cleanliness of all areas of the station especially toilets, waiting rooms, platforms, stairs and subwaysLiaising with other key GWR departments to ensure accurate and timely information is given to customers, especially in times of service disruptionSome 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.

You'll need to be:

• 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

As a minimum you will need to have:

• 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 surrounding areas. During the busy holiday periods due to the area's proximity to many popular tourist locations and venues will see large numbers visit this area

Working pattern The role requires shift working including weekend and bank holidays, and covers 7 days a week. Earliest start is at 0510. Latest Finish at 2350. This role requires working at both Newton Abbot and Totnes railway stations

Additional information Candidates successfully shortlisted will be expected to undertake an ability assessment and competency based interview. The interview will take place w/c 5th October 2026. The successful candidate will be required to meet the medical standards for this role, including drugs and alcohol and a colour vision test. A Basic DBS is also required.

The Reward:

• 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
• gym membership
• 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. https://exceptionalindividuals.com/neurodiversity/https://www.healthassured.org/blog/neurodiversity/