Gateline Assistant

South Western News UK; Thames Ditton; On-site; GBP 20,000 - 23,000; Full time

Benefits offered by this job

Free duty and leisure travel on SWR

Free leisure travel for spouse/partner

75% discount on other train companies

Full training and development

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 and guide travellers to ensure they have valid tickets and can navigate the station confidently.

You will be the first point of contact, providing information and assistance with tickets, directing customers during disruptions, and working a roster of early, late and weekend shifts to support operations.

Qualifications

• Visa applicants must have 6 months remaining at the time of appointment.
• Ability to handle repetitive tasks under pressure.
• Excellent communication and customer service skills.

Responsibilities

• Be the first port of call for information or help with tickets, ensuring customers have what they need to travel confidently by train.
• Ensure the safe operation of ticket gates and manage crowd flow during busy times.
• Direct customers and keep them informed during disruption to maintain safety and smooth travel.

Skills

Communication

Customer service

Organisational skills

People skills

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:

06:00 - 14:30 / - 08:00 - 16:00 / 09:00 - 19:00 / 13:30 - 22:00 / 14:00 - 22:00

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.

If you require additionalsupport to complete your application due to a disability or neurodivergent condition, for example, 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/