Mobile Customer Assistant

FirstGroup Internal; Newbury; On-site; GBP 20,000 - 25,000; Full time

Job summary

A leading company in rail transport is hiring for a customer assistance role aimed at making journeys easier for vulnerable passengers. This position involves extensive travel across stations and providing essential support, with flexible shift patterns including weekends. Candidates should possess strong interpersonal skills and a commitment to excellent customer service.

Qualifications

• Experience in a customer facing role is essential.
• Ability to understand the needs of individuals.
• Physical capability to undertake demanding activities.

Responsibilities

• Providing assistance to vulnerable customers at stations.
• Supporting customers during boarding and alighting from trains.
• Maintaining a safe environment and supporting station teams.

Skills

Customer focused

Interpersonal skills

Communication skills

Ability to work independently

Education

Previous experience in a customer facing environment

Job description

About the team:

You will be part of a team that works closely with the Thames & Kennet Valley Station area team, to provide mobile customer assistance to our passengers at designated stations within the GWR network.

About the job:

The purpose of this role is to make the railway accessible to those less able by providing a caring & empathic service to ease their journey needs. You will need to be proactive in prioritising and completing booked customer assist workload across a number of Stations. This role will require extensive travel around the areas by train to provide this assistance.

Your main responsibilities will be:

• Providing excellent service for our more vulnerable customers who book travel assistance.
• Meeting & greeting customers and providing the relevant assistance in helping the customer on the station through to boarding the train or onward travel.
• The relevant assistance may include wheelchairs, visually impaired, luggage and additional customers who need guidance and support.
• Providing assistance to customers in safely boarding & alighting trains, which may involve the use of ramps.
• Supporting station teams in providing travel information and helping to maintain a safe environment.
• Winterisation across the Thames and Kennet Valley.
• Support with Horse Racing and Football Events when required

You'll need to be:

• Customer focused and able to understand the needs of individual customers.
• Strong interpersonal and communication skills.
• The ability to work well independently, as well as part of the wider teams.
• The nature of the role means it is physically demanding, so you must be able to undertake all of the activities involved.

As a minimum you'll need to have:

• Previous experience of working in a customer facing environment

About the location:

You will start & finish your shift at your most local GWR station, which will ideally be within 30 minutes travel time of Reading Station, from there you will be travelling to stations both East and West of Reading as required.

Working Pattern:

The working pattern is shift work rotating around earlies and lates.

This includes weekend and bank holiday working.

Additional Information:

Applicants successfully short listed will be invited to a competency based interview. Interviews will take place w/c 16th June.

For further information please contact Kevin McRae, Duty Station Manager on 07813 991910.

For more information regarding the application process, please contact the Recruitment Team [e-mail]

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/