Passenger Assistant

WILTSHIRE COUNCIL; Gloucester; Hybrid; GBP 10,000 - 40,000; Full time

Job summary

A local transport authority is seeking Station Staff to assist at the Ticket Office, Dispatch, and Gateline in Gloucestershire. Key responsibilities include ensuring a safe environment for passengers, communicating effectively, and providing exceptional customer service in a fast-paced setting. The ideal candidate will have prior experience in customer-facing roles. The position offers flexible hours ranging from 10 to 25 weekly with a pay rate between £12.65 and £13.05 per hour.

Benefits

Health Cash Plan

Gym discounts

Free GWR Travel pass

Employee Assistance Programme

Qualifications

• Strong verbal and written communication skills are essential.
• Numerical abilities for ticket sales and customer transactions.
• Comfortable with following procedural guidelines.

Responsibilities

• Supervise pupils' safety and well-being during transport.
• Communicate safety procedures with staff and passengers.
• Conduct vehicle equipment checks after each journey.
• Complete necessary incident reports accurately.
• Provide first aid support when required.
• Train and support new staff members.
• Adhere to child transport safety legislation.

Skills

Customer service orientation

Calm under pressure

Team player

Excellent communication

Technology proficient

Job description

Now Hiring: Station Staff for Ticket Office, Dispatch and Gateline staff in Cheltenham and Gloucester

Are you passionate about delivering outstanding service and helping people every day? We're looking for enthusiastic, customer-focused individuals to join our team at Great Western Railway (GWR). If you thrive in dynamic environments and want to play a vital role in helping passengers have a smooth, safe, and enjoyable journey, we want to hear from you!

What We're Looking For?

• Committed to delivering exceptional customer service
• Calm under pressure and quick-thinking
• Team players who can also work independently
• Comfortable following safety protocols and procedures
• Excellent communicators with a friendly, proactive approach
• Confident using technology (e.g. smartphones/tablets)
• Experienced in customer-facing roles (preferred)

Minimum Requirements?

• Strong verbal and written communication skills
• Good numerical ability
• Ability to follow procedures

Passenger Assistant – Wiltshire Job Description

Hourly rate: £12.65 - £13.05 per hour

Hours per week: 10 – 25 hours (various contracts to be discussed at interview)

Locations: Various in and around Wiltshire, Salisbury (SP1, SP2, SP4 and SP9)

Passenger Assistant (School Transport) – SW6 Area

Pay rate: £13.85 per hour

Hours: Monday to Friday (term‑time schedule)

About the role: We are currently recruiting a reliable and caring Passenger Assistant to support school transport services in the SW6 area. The candidate will work on a split‑shift route with varying times, typically between 07:30 – 09:30 am and 02:30 – 04:30 pm, and must hold an enhanced DBS with child and adult barred status.

Gateline GPR / Platform Assistant – Peckham and surrounding stations

Contract: Full‑time, averaging 35 hours per week + rostered Sundays

Roster: Gateline GPR – Early/Late shifts on a changeable basis covering between 05:00 – 01:00

Passenger Assistant – Wallingford (Part Time)

Hours: 30 hours per week on a term‑time only basis

Home to School Passenger Assistant – Wigan Borough

Hours: Minimum 15 hours per week (split shift)

Are you calm, patient and passionate about supporting children and young people with additional needs? We are recruiting Home to School (HtS) Passenger Assistants to work on behalf of the Local Authority in Wigan.

Responsibilities

• Supervise and ensure the safety and well‑being of SEND pupils during the journey. Secure seatbelts, harnesses, and specialist equipment correctly. Act as a link between the children, their parents and the bus driver.
• Communicate with staff and passengers to ensure safe egress from vehicles.
• Carry out routine checks of vehicle equipment and sanitation after each journey.
• Complete and submit incident and safety reports accurately.
• Respond to emergencies and provide first‑aid support where required.
• Adopt an appropriate approach for children with different levels of communication and learning needs.
• Use standard tools like E‑paper forms and write reports.
• Maintain detailed records within a time‑critical environment.
• Provide training and support to new staff.
• Adhere to all safety and welfare legislation for child transport.
• Assist with the logistics of school transport routes and passenger allocation.
• Support health and safety initiatives on the transport network.
• Negotiate and manage relationships with external agencies.
• Operate and maintain de‑contamination equipment.
• Use cookies for site preferences and analytics.
• Handle onboard communication with passengers.

We offer full training, a supportive work environment, and the chance to help passengers have a great journey. If you are passionate about the role, submit your application online.

Other GWR Roles

• Dispatcher – Gloucester and Cheltenham Spa. Hours: 04:40 – 01:25. Salary: £29,956 per annum.
• Gateline Assistant – Gloucester and Cheltenham Spa. Hours: 06:15 – 20:15. Salary: £28,810 per annum.
• Ticket Office – Gloucester, Cheltenham Spa and Worcestershire Parkway. Hours: 04:45 – 20:20. Salary: £31,165 per annum.

What to Expect?

Apply online. If shortlisted, you'll be invited to attend an in‑person assessment day, which includes a group discussion and a face‑to‑face interview. Final stage involves a medical assessment, basic DBS check, drug and alcohol screening, and a colour vision test. Full training is provided, including a 3‑week course based in Swindon.

Perks & Benefits

• Health Cash Plan, health screenings, Employee Assistance Programme, gym discounts.
• Costco membership, bike scheme, retail discounts.
• Pension, share‑saving schemes, payroll giving.
• Free GWR Travel pass, discounted Friends and Family tickets, Eurostar, and European rail travel.

Commitment to Inclusion

We all belong to GWR. We embrace diversity and ensure equal opportunities for all. Differences in age, gender, LGBTQIA, ethnicity, religion, and disability are valued, with zero tolerance for prejudice. We promote flexible working, review job roles for accessibility, and support colleagues in thriving. If you need adjustments due to a disability or neurodivergent condition, please let us know.

Career Progression

Join a team that keeps the UK moving. We value your potential and support your growth. Apply today and make a real impact.