Gateline Night Supervisor

Great Western Railway; City Of London; On-site; GBP 30,000 - 35,000; Full time

Job summary

A leading UK train operator is seeking a Supervisor for the Gateline team at London Paddington. The role involves managing a team, delivering exceptional customer service, and ensuring operational efficiency. Applicants should have leadership experience, cash handling skills, and strong communication abilities. This position requires working night shifts, including weekends and holidays, with various employee benefits offered.

Benefits

Free rail travel for you and your family

Company-sponsored health care plan

Discounted shopping and gym membership

Defined benefit pension scheme

Ongoing development opportunities

Qualifications

• Evidence of leadership within a team.
• Experience with cash handling.
• Ability to demonstrate numerical skills and attention to detail.

Responsibilities

• Manage and develop a team of Gateline Assistants.
• Deliver high level of service to customers.
• Ensure customer security and address enquiries.
• Inspect and issue tickets.

Skills

Exceptional front line customer service

Decision making

Team leadership

Cash handling

Strong verbal and written communication

Education

Education to GCSE standard or equivalent

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 team

The Role is Supervisor of the Gateline team at London Paddington. Your role will be to welcome passengers and to protect the company's revenue. As Supervisor you will also be responsible to supervise and motivate your fellow colleagues to deliver excellent customer service.

About the job

The purpose of the role is to lead the team and to deliver excellent customer service with Integrity and Empathy to all our customers.

Your main responsibilities will be:

• Manage, monitor and develop a team of Gateline Assistants.
• Deliver high level of service to customers.
• Assisting with 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

You’ll need to be:

• Able to provide deliver exceptional front line customer service.
• Able to understand customer requirements and expectations
• A Self‑starter with a can do attitude
• Confident when decision making
• Able to work within guidelines
• Able to prioritise the work load of others

As a minimum you will need to have:

• Evidence of leadership within a team
• Cash handling experience
• Education to GCSE standard or equivalent
• Evidence of numerical abilityAttention to detail
• Strong verbal and written communication skills

About the location

Paddington is a very vibrant station within the heart of London. The station is very busy and is great place to working with every day being different.

Working pattern

This role involves working night shifts only including Bank Holidays, Saturdays and Sundays.

Additional information

Applicants successfully shortlisted will be invited to a competency based interview which will take place 17th & 18th December 2025.

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/