Gateline Assistant

South Western News UK; Godalming; On-site; GBP 18,000 - 22,000; Full time

Benefits offered by this job

Free travel on SWR services

Partner and dependent travel discounts

75% discount on other train operators

Full training and development support

Excellent pension scheme

Job summary

South Western Railway is seeking a Gateline Assistant to join the station team and deliver a safe, welcoming experience for all customers. You will oversee ticket gates, assist travellers with tickets, and help them navigate the station efficiently.

You will be the first point of contact, ensuring customers have what they need to travel confidently by train. The role requires strong communication, organisational skills and a proactive approach to daily tasks.

Qualifications

• Experience in delivering customer service is desirable.
• Willingness to work shifts, including weekends and bank holidays.

Responsibilities

• Be the first point of contact for customers with information or ticket assistance.
• Manage the safe operation of ticket gates and control crowd flow during peak times.
• Support customers during disruptions, keeping them informed and safe.

Skills

Organised

Proactive

People skills

Communication

Prioritisation

Job description

Who are we?

South Western Railway (SWR) operates over 1,500 services each weekday across the network and employs more than 5,000 people. We provide easy and convenient mobility, connecting people and communities in South West London, southern counties of England, and the Isle of Wight.

Join our team and help us continue to bring people together to get the most out of life.

The Reward:

On top of your salary, we offer a variety of valuable benefits, including:

• Free duty and leisure travel on SWR services for employees
• Free leisure travel for spouse/partner and dependants (criteria dependent)
• 75% discount on many other train operating companies
• Full training and support with development
• Excellent pension scheme

About the job

As a Gateline Assistant, you will work with the whole station team to deliver a safe and welcoming experience for all of our customers.

You will be overseeing the Ticket Gates to ensure all travellers have the correct ticket for their journey and helping them navigate their way safely around the station. You will be the first port of call for many customers and will need to be able to offer help and advice quickly and effectively, to ensure everyone's journey stays on track.

Your responsibilities will include, but are not limited to:

• Often the first port of call for our customers, whether that be for information, or help with their tickets, your job is to make sure the customer has everything they need to travel confidently by train.
• You will ensure the safe operation of ticket gates and manage the flow of customers through the gates during busy times.
• If there is disruption, you will be instrumental in helping direct customers, keeping them safe and informed.

You'll need to be:

• Organised, proactive and able to efficiently prioritise tasks.
• Able to cope with repetitive tasks under pressure.
• A great communicator that enjoys working with people.
• Confident and happy to approach and talk to new people.
• Passionate about doing the right thing – nothing is too much trouble.

Applicants who require a visa must have 6 months remaining at the time of their appointment. Training is full time and you must be able to commit to this.

Working pattern

Our customers need us all day, every day (except Christmas day) and as part of the stations team, you'll need to able to work shifts at all times of the day and on every day of the week.

You will work an average of 37 hours per week across 5 days as part of a roster with a mixture of early and late shifts including weekends.

Shifts include:

Sun 0600-1400 OR 1400-2200
Mon 0600-1400 OR 1400-2200
Tue 0600-1400 OR 1400-2200
Wed 0600-1400 OR 1400-2200
Thu 0600-1400 OR 1400-2200

We all belong at SWR. Our vision is to provide an inclusive environment for all 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 a 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.

https://exceptionalindividuals.com/neurodiversity/

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