Customer Service Stations Team Members

Great Western Railway; Cheltenham; On-site; GBP 28,000 - 32,000; Full time

Job summary

A leading railway company is seeking Station Staff in Cheltenham and Gloucester to deliver outstanding customer service and assist passengers. Candidates should be customer-focused and able to handle dynamic work environments. The roles include Dispatcher, Gateline Assistant, and Ticket Office staff, requiring strong communication skills and the ability to work shifts. Competitive salaries are offered along with comprehensive training and benefits.

Benefits

Health Cash Plan

Gym discounts

Costco membership

Free GWR Travel pass

Qualifications

• Strong verbal and written communication skills.
• Good numerical ability.
• Ability to follow procedures accurately.
• Availability for shift-based work, including weekends and holidays.

Responsibilities

• Deliver exceptional customer service.
• Assist passengers for a smooth travel experience.
• Follow safety protocols and procedures.

Skills

Customer service

Calm under pressure

Team player

Communication skills

Technology usage

Experience in customer-facing roles

Job description

Now Hiring: Station Staff for Ticket Office, Dispatch and Gateline staff in Cheltenham and Gloucester

Are you passionate about delivering outstanding service and helping people every day? We're looking for enthusiastic, customer-focused individuals to join our team at Great Western Railway (GWR).

If you thrive in dynamic environments and want to play a vital role in helping passengers have a smooth, safe, and enjoyable journey, we want to hear from you!

What We're Looking For?

• Committed to delivering exceptional customer service
• Calm under pressure and quick-thinking
• Team players who can also work independently
• Comfortable following safety protocols and procedures
• Excellent communicators with a friendly, proactive approach
• Confident using technology (e.g. smartphones/tablets)
• Experienced in customer-facing roles (preferred)

Minimum Requirements?

• Strong verbal and written communication skills
• Good numerical ability
• Ability to follow procedures accurately
• Availability for shift-based work, including weekends and holidays

Important Info

• Assessment Day: Tuesday, 16 December 2025 in Gloucester
• This advert includes current and upcoming permanent, fixed-term, full-time opportunities.

Roles, Salary & Shift pattern?

Dispatcher

• Location: Gloucester and Cheltenham Spa
• Hours: 04:40 - 01:25
• Salary: £29,956 per annum

Gateline Assistant

• Location: Gloucester and Cheltenham Spa
• Hours: 06:15 - 20:15
• Salary: £28,810 per annum

Ticket Office

• Location: Gloucester, Cheltenham Spa and Worcestershire Parkway
• Hours: 04:45 - 20:20
• Salary: £31,165 per annum

What to Expect?

• Apply Online: If shortlisted, you'll be invited to attend an in-person assessment day.
• Interested in the Service Delivery Assistant (Dispatcher) role? You'll need to complete an online Train Dispatch Multitasking Test. If successful, you'll be considered for the role. If not, you'll still be considered for other customer service positions.
• Assessment Day: Includes a group discussion and a face-to-face interview.
• Final Stage: Involves a medical assessment, basic DBS check, drug and alcohol screening and a colour vision test.
• Training: Full training is provided, including a 3-week course based in Swindon.

About GWR?

At GWR, we are proud to carry over 100 million passenger journeys every year to more than 275 stations across the South West, Wales, and London. With some of the UK's newest trains and a commitment to exceptional service, we are transforming rail travel.

We believe rail is more than just transport - it’s a relaxing, efficient, and enjoyable experience. That’s why we’re looking for people who will help us revalue rail and make every journey special.

Perks & Benefits?

• Health & Wellbeing: Health Cash Plan, health screenings, EAP, gym discounts.
• Lifestyle: Costco membership, bike scheme, retail discounts.
• Financial: Pension, share‑saving schemes, payroll giving.
• Travel: Free GWR Travel pass. Discounted Friends and Family tickets, Eurostar, and European rail travel.

Our Commitment to Inclusion?

We all belong to GWR. We embrace diversity and ensure equal opportunities for all. Differences in age, gender, LGBTQIA, ethnicity, religion, and disability are valued, with zero tolerance for prejudice.

We promote flexible working, review job roles for accessibility, and support colleagues in thriving. If you need adjustments due to a disability or neurodivergent condition, please let us know.

GWR has achieved its highest customer satisfaction in over 20 years - 92%, with record scores in comfort, service, and station experience. Join the team behind this success and help us raise the bar even higher!!