Gateline Assistant

Great Western Railway; Exeter; On-site; GBP 20,000 - 25,000; Full time

Job summary

A major train operator in the UK is seeking a Gateline Assistant to deliver exceptional customer service at Exeter St Davids station. Responsibilities include managing ticket barriers, assisting customers, and ensuring security. Candidates must have prior customer relationship experience and the ability to work shifts, including weekends. This role offers comprehensive training and benefits such as free rail travel for family and a health care plan.

Benefits

Free rail travel for you and your family

Company-sponsored health care plan

Discounted shopping and gym membership

Employee assistance programme

Qualifications

• Previous experience of establishing relationships with customers.
• Able to maintain concentration and awareness of customer behaviours.
• Strong verbal and written communication skills.

Responsibilities

• Deliver high level of service to customers.
• Assist in operation of automatic ticket barriers.
• Inspect and issue tickets.

Skills

Customer service

Communication

Decision making

Education

Ability to meet required medical standards

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

You will be working within a team Gateline Assistants reporting to the Duty Station Manager. The purpose of the role is to be the face of Great Western Trains safely operating the ticket barriers, as well as giving our customers a positive impression of the company and to exceed their expectations of customer service.

Your main responsibilities will be :

• Delivering a high level of service to customers
• Assisting in the day to day operation of the automatic ticket barriers
• Ensuring customer security and responding to customer enquiries
• Inspecting and issuing tickets
• Addressing customer needs in times of service disruption
• Ensuring the professional appearance of the gateline area by clearing rubbish and making sure customer walkways are unobstructed
• Selling tickets via a mobile ticket machine and associated accountancy processes

You’ll need to be :

• Able to provide excellent customer service and remain calm particularly during times of service disruption.
• Respond, record and react to safety issues that may compromise customer safety.
• Ability to manage customers requiring assistance.
• Pro-actively communicate and liaise with customers, colleagues and other business partners.
• A Self-starter with a can do attitude.
• Confident when decision making.
• Able to work to strict procedures.

As a minimum you will need to have :

• Previous experience of establishing relationships with customers.
• Able to meet the required medical standards for this role.
• Previous experience in shift working including Sundays and Bank Holidays.
• Able to maintain concentration and awareness of customer behaviours.
• The ability to work as part of a team or independently.
• Evidence of numerical ability.
• Strong verbal and written communication skills.

About the location

Exeter St Davids is a very busy station and manages up to 4 million customers a year.

Working pattern

This role involves working shift working, including weekends and bank holidays. The earliest start 05.45 and latest finish would be 23.00.

Additional information

This vacancy has been created to generate a talent pool of suitable candidates who can be appointed as soon as vacancies are approved.

Candidates successfully short listed will be invited to a competency based interview. Upon appointment, the successful candidate will be required to meet the medical standards for the role, including a drugs and alcohol screen. A Basic DBS is also 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.

Due to the nature of the shifts and work involved in these roles, applicants must be 18 years of age or older to apply.

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.

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/