Customer Service Train Dispatch, Gateline & Ticket Selling

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

Benefits offered by this job

On-going development

Pension scheme

Free rail travel across GWR network

Healthcare plan

Discounted shopping

Gym membership

Employee assistance programme

Job summary

GWR at Exeter Central station is seeking an S7 customer service and ticketing operative to confidently sell the full range of tickets and services, handle high sales volumes, and ensure customer needs are met while maintaining safe, punctual station operations.

The role includes operating the Gateline, using the mobile ticketing device, and providing information to customers. Training is provided; shifts cover seven days a week, including Sundays and bank holidays.

Qualifications

• Demonstrated frontline customer service experience.
• Ability to understand customer needs and expectations.
• Self-starter with a can-do attitude and calm under pressure.
• Comfortable following strict procedures.

Responsibilities

• Provide high-level customer service to station users.
• Sell the full range of tickets and services impartially and professionally.
• Maintain ticket machines and IT equipment.
• Accurately complete all necessary documentation.
• Support safe, punctual train departure and station operations.

Skills

Customer service

Numerical ability

Attention to detail

Verbal & written communication

Multitasking

Tools

Gateline

Ticketing device

Cash handling

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

As an S7 at Exeter Central you will have a multifunctional role, you will confidently and impartially sell the full range of tickets and services, including processing high volumes of sales, ensure that customer requirements are met and exceeded, you will ensure that station activities including the dispatching of train services and platform management are completed safely and punctually. You will be required to safely manage the Gateline & sell tickets via our mobile ticketing machine. Provide information and assistance to customers and ensure that the station environment is kept to a high standard. This role predominantly covers the ticket office.

Your main responsibilities will be:

• Providing the highest level of customer service and being dedicated to customer needs
• Accurately and impartially selling the full range of products and services to our customers in a friendly, professional and efficient manner Maximising opportunities for increased sales at ticket offices by adopting selling techniques and offering enhanced products to customers
• Carrying out routine maintenance and cleaning of ticket machines and IT equipment
• Accurately completing all accountancy and other associated documentation
• Ensuring the safe and punctual departure of trains from the station, following correct dispatch procedures
• Ensuring the safe operation of the Gate Array including selling of tickets
• 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 to comply with our Service Quality Regime.

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'll 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

About the location

Exeter Central station is a located a short walk from the town centre and serves as the bus interchange for the local area.

Working pattern

The role requires shift working 7 days a week on a rolling roster pattern including Sundays and Bank holidays. Shifts vary from 04:50 start to 00:50 finish with a 1:4 Sunday commitment

Additional information

Applicants who are successfully shortlisted will be expected to undertake an online ability test and a competency based interview. Interviews will take place 25th September 2026.

The successful candidate will be required to meet the medical standards for the role, which includes colour vision and hearing tests, as well as a drugs and alcohol screen. A Basic DBS Certificate will also be required.

Training will be provided at our Training Centre in Swindon and will last approximately 3 weeks. Training is Monday to Friday, full time hours, and we will provide hotel accommodation and a travel pass.

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.

• 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
• 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