Gateline Team Leader

Great Western Railway (GWR); Thatcham; On-site; GBP 60,000 - 80,000; Full time

Job summary

A major train service provider in the UK seeks a Gateline Team Leader at Maidenhead Station to manage a team and deliver outstanding customer service. You will be responsible for ticket inspections, ensuring security, and addressing customer needs during disruptions. Ideal candidates will have prior leadership experience, strong communication skills, and be comfortable in a customer-facing role. A valid UK driving license is advantageous but not required.

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.
• Cash handling experience.
• Evidence of numerical ability.
• Attention to detail.
• Strong verbal and written communication skills.
• A Full UK driving Licence would be considered advantageous.

Responsibilities

• Manage, monitor and develop a team of Gateline Assistants.
• Deliver high level of service to customers.
• Assisting with the operation of the automatic ticket barriers.
• Ensuring Customer Security and responding to customer enquiries.
• Inspecting and issuing tickets.
• Addressing customer needs in service disruption.
• Ensuring the professional appearance of the gateline area.

Skills

Exceptional front line customer service

Decision making

Attention to detail

Strong verbal and written communication skills

Cash handling experience

Understanding customer requirements

Ability to prioritize work

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, empoweringour 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 theteam

The role of Gateline Team Leader at Maidenhead Station is to welcome passengers and to protect the company's revenue. As Team Leader 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'll need to have :

• Evidence of leadership within a team
• Cash handling experience
• Evidence of numerical ability
• Attention to detail
• Strong verbal and written communication skills
• A Full UK driving Licence would be considered advantageous but not compulsory

Working pattern

The role requires shift working 7 days a week on a rolling roster (earliest start 06 : 00, latest finish 22 : 30) pattern including Sundays and Bank holidays.

Additional information

Once you have submitted your application, you will be invited to complete an online test. Applicants successfully short listed after this stage will be invited to undertake a competency-based interview. The successful candidate will be required to meet the medical standard for this role, including a drugs and alcohol screen. A Basic DBS certificate is also required. Full training will be provided.

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.

Weall 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 valueour 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 andencourage 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/