Customer Service Stations Team Members

FirstGroup; England; On-site; GBP 28,000 - 32,000; Full time

Job summary

A leading railway company in the UK is looking for enthusiastic Station Staff for Ticket Office, Dispatch, and Gateline positions in Cheltenham and Gloucester. Candidates should be customer-focused team players with strong communication skills. Available roles offer competitive salaries ranging from £28,810 to £31,165 per annum. Join a dynamic team committed to delivering excellent service and contributing to a positive passenger experience.

Benefits

Health Cash Plan

Gym discounts

Pension

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 outstanding customer service.
• Help passengers have a smooth and enjoyable journey.

Skills

Customer service

Communication skills

Calm under pressure

Teamwork

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 embracediversity 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.

Exceptional Individuals – Neurodiversity

Health Assured – Neurodiversity

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!!

INGWR