Platform Assistant / Train Dispatcher

WM Trains Limited; Greater London; On-site; GBP 29,000 - 30,000; Full time

Benefits offered by this job

Pension from day 1

Free travel for you and family

75% off other train services

8 Friends & Family passes

Virtual GP 24/7

EAP

Cycle to work

Retail discount portal

Job summary

WM Trains Limited is seeking a Platform Assistant / Train Dispatcher based at Euston. You will be responsible for the safe dispatch of trains from the platform, acting as the face of the company for passenger travel queries, and delivering clear station announcements.

The role involves shift patterns including earlies, lates, nights and weekends, and requires strong communication, calmness under pressure, and the ability to adapt to varying situations.

Qualifications

• Customer focused and proactive in dealing with passengers
• Ability to stay calm and resolve difficult situations
• Excellent communication skills and adaptable to audiences
• Flexible hours including earlies, lates, nights and weekends
• Proficient IT skills plus good maths and English
• Must be aged 18 or older and live within reasonable commute

Responsibilities

• Shift patterns including earlies, lates, nights and weekends
• Safely dispatch trains from the station platform following safety guidelines
• Use information system to announce train arrivals and departures
• Record delays, re-platforming, and other events affecting the plan
• Handle difficult situations calmly and with customer focus
• Conduct security and health and safety checks
• Assist passengers with disabilities where required

Skills

Customer focus

Conflict management

Communication skills

Flexibility

Calm under pressure

Decision making

IT skills

Maths & English

Commute proximity

Age 18+

Job description

Platform Assistant / Train Dispatcher

Application Deadline: 16 October 2026

Department: Customer Experience

Employment Type: Permanent - Full Time

Location: Euston

Reporting To: Adebisi Hassan

Compensation: £28,959 rising to £30,282 after successful completion of probation

Description

A great opportunity to join Euston as a Dispatcher. Your role is key in delivering great customer service to our passengers. Based at Euston station, you will be responsible for the safe dispatch of trains from the platform, be the face of London Northwestern Railway in dealing with customer travel queries, provide station announcements and ensure the station is clean, tidy and safe..

What does the job involve?

• Working shift patterns which will include earlies, lates, nights and weekends
• Safely dispatching trains from the station platform – following strict safety guidelines
• Using the customer information system to announce train arrivals and departures
• Keeping a record of delays, train re-platforming and other events that could affect the train running plan
• Handling difficult situations in a calm, customer focussed manner
• Conducting security checks along with health and safety checks
• Providing assistance to passengers with disabilities – where required

What skills and experience do I need to do the job?

• Customer focussed – being presentable, approachable and proactive
• Comfortable managing conflict - remaining calm in difficult situations
• Great communication skills – able to flex your style to the audience
• Having flexibility – both with your hours of work and approach to work
• Stay calm under pressure – able to handle conflict
• Be able to make decisions - based on the situation at the time
• Have good IT skills, along with a good level of maths and English
• Live within a reasonable commute of the station you have applied for – early starts and lates finishes will mean you need to be able to get to work, possibly before/after public transport is running
• For safety reasons, you need to be aged 18 or older

To ensure continuity and an effective delivery of service, successful candidates will be required to commit to a minimum 14-month period in role after achieving competence. This also includes existing colleagues who move by internal promotions and transfers. This time allows our future colleagues to support personal career development by allowing time to build strong knowledge and expertise.

What is the salary and benefits that come with the job role?

• Salary is £28,959 rising to £30,282 after successful completion of probation
• A defined benefit pension from day 1 – one of the best in the UK.
• Free travel on all London Northwestern Railway and West Midlands Railway services for you, your spouse/partner, and dependents.
• 75% off all other train operating companies for you, your spouse/partner, and dependents.
• 8 Friends and Family Day passes to gift per annum on our network.
• A 24/7 Virtual GP service for you and your household.
• Our Employee Assistance Programme (EAP)- A confidential employee benefit that supports you with personal or work-related issues affecting your home life, work life, health, or wellbeing
• Our cycle to work scheme with Evans Cycles.
• A retail discount portal- offering savings, discounts and cashback at over 800 retailers and restaurants.

Due to the volume of applications we receive, the advert may close earlier than the published closing date. Please submit your application as soon as possible to avoid missing out.

As an inclusive employer, we welcome applications from all backgrounds and ensure no-one receives less favourable treatment on the grounds of age, disability, gender, race/ethnicity, religion, belief and sexual orientation.

Applications will be considered from colleagues with 6 months experience, after completion of their probationary period and a full check of absence and disciplinary records.