Customer Service Train Dispatch, Gateline & Ticket Selling

First Group; Exeter; On-site; GBP 31,000; Full time

Job summary

A leading company in the rail industry seeks a Customer Service Train Dispatch professional at Exeter Central Station. This role involves ticket selling, customer assistance, and ensuring safe train dispatch. Candidates should excel in customer service and possess strong communication skills. Training is provided, along with various employee benefits including free rail travel and health care.

Benefits

Free Rail Travel

Health Care

Gym Memberships

Employee Assistance Program

Qualifications

• Strong communication skills, both verbal and written.
• Ability to work independently or as part of a team.

Responsibilities

• Providing excellent customer service and addressing customer needs.
• Selling the full range of products and services accurately.
• Ensuring trains depart safely and on time.

Skills

Customer Service

Communication

Numerical Ability

Attention to Detail

Multitasking

Job description

Customer Service Train Dispatch, Gateline & Ticket Selling

Location – Exeter Central Station

Salary - £30,473 per annum

Who are we?

GWR is the proud custodian of Brunel's railway - one of the most prestigious networks in the world. We operate some of the newest trains in the country and have exciting plans to extend our services. With over one hundred million passenger journeys annually, we serve more than 275 stations across the South West, from Cornwall and South Wales to London, passing through scenic countryside and top tourist destinations.

We are transforming train travel, empowering our diverse team of over 6,000 to deliver a great customer experience. Our goal is to revalue rail as a relaxing, fast, efficient, friendly, and fun way to travel.

About the job

As an S7 at Exeter Central, you will have a multifunctional role, confidently and impartially selling tickets and services, processing high volumes of sales, and exceeding customer expectations. You will ensure station activities, including train dispatch and platform management, are completed safely and punctually. You will also manage Gateline operations and ticket sales via mobile ticketing machines, provide customer information and assistance, and maintain a high standard of station environment. This role primarily covers the ticket office.

Your main responsibilities will be:

1. Providing excellent customer service and addressing customer needs
2. Selling the full range of products and services accurately and professionally, maximizing sales opportunities
3. Performing routine maintenance and cleaning of ticket machines and IT equipment
4. Completing all necessary documentation accurately
5. Ensuring trains depart safely and on time, following proper dispatch procedures
6. Operating the Gate Array and selling tickets
7. Providing information and assistance to customers
8. Prioritizing safety for customers, staff, visitors, and contractors
9. Maintaining a safe, clean, and pleasant station environment in line with our Service Quality Regime

You'll need to be:

1. Able to deliver outstanding front-line customer service
2. Capable of understanding customer requirements and expectations
3. A self-starter with a positive attitude
4. Confident in decision-making
5. Calm and directive in crises
6. Able to follow strict procedures

Minimum requirements:

1. Ability to work independently or as part of a team
2. Numerical ability evidence
3. Attention to detail
4. Strong communication skills, both verbal and written
5. Ability to multitask effectively

About the location

Exeter Central station is within walking distance of the town centre and serves as a bus interchange for the local area.

Working pattern

The role involves shift work, 7 days a week on a rotating roster, including Sundays and Bank Holidays. Shifts start between 04:50 and 00:50, with a 1:3 Sunday commitment.

Additional information

Shortlisted candidates will undertake an online ability test and a competency-based interview scheduled for 11th June 2025. The role requires meeting medical standards, including colour vision, hearing tests, and a drugs and alcohol screen. A Basic DBS check is also required.

Training will be provided at our Swindon Training Centre for approximately 3 weeks, Monday to Friday, with full-time hours, hotel accommodation, and a travel pass provided.

The Reward

Along with a supportive team environment and comprehensive training, GWR colleagues benefit from ongoing development, a defined benefit pension scheme, free rail travel for you and your family, health care, discounts, gym memberships, and an employee assistance program.

Our commitment to inclusion

We are committed to creating an inclusive environment and value diversity in age, gender, LGBTQIA+, ethnicity, religion, and disability. We support flexible working options and provide additional support for applicants with disabilities or neurodivergent conditions such as dyslexia, dyspraxia, or autism. Please refer to the links below for more support resources:

https://exceptionalindividuals.com/neurodiversity/

https://www.healthassured.org/blog/neurodiversity/

We all belong at GWR.