Service Delivery Assistant

FirstGroup Internal; Twyford; On-site; GBP 23,000 - 27,000; Full time

Job summary

A leading transportation company is seeking a Service Delivery Assistant to ensure the safety and satisfaction of customers at the station. This challenging role involves excellent customer service, managing the platform environment, and supporting safe train dispatch. Candidates should have strong communication skills and experience in a safety-focused environment. This position requires shift work, including weekends and bank holidays.

Qualifications

• Ability to work as part of a team or independently.
• Evidence of numerical ability.
• Strong verbal and written communication skills.
• Experience in a safety-focused environment.

Responsibilities

• Provide excellent customer service to meet customer needs.
• Ensure safe and punctual dispatch of trains.
• Manage platform environment and tidiness.
• Liaise with departments for accurate information.

Skills

Customer service skills

Calm under pressure

Organizational skills

Numerical and literacy skills

Job description

About the team:

The stations team delivers a wide range of services to our customers, from being the first and last point of contact in a customer's journey, selling and checking tickets, making sure our customers know where to go, helping them to board and alight services, providing information and help to make the customer experience one to remember. The team is responsible for providing a safe and secure environment, delivering the safe and efficient dispatch of trains and ensuring that all the services provided at the station deliver to the highest standards. Working in a busy and challenging environment, the stations team work tirelessly to ensure a great customer experience is delivered, even when things go wrong.

About the job:

The Service Delivery Assistant is a key customer facing role that ensures the safety of customers, colleagues and contractors on the station. You must be vigilant of all activity on the station and act in the event of any unsafe behaviours or conditions observed. You are responsible for the safe and efficient dispatch of train services and managing the platform environment. A key member of the team, you will be involved in all aspects of the station and supporting colleagues in their roles. This is a challenging role that demands great customer service skills, flexibility and an ability to respond to the ever-changing demands of a busy railway station.

Your main responsibilities will be:

• Providing excellent customer service and being proactive to our customer's needs.
• Providing the safe and punctual dispatch of trains from the station, following the correct dispatch procedure.
• Excellent platform management, including ensuring the tidiness of the station.
• Ensuring the safety of customers, contractors and colleague's is given the highest priority.
• Liaise with other GWR departments to ensure that correct information is given out especially in times of disruption.
• Make sure all contractors and visitors have been signed in and briefed on station safety before access.
• Report any faults and Safety/Security issues.
• Completing mobile assists – involving being responsible for placing ramps, lifting luggage and manoeuvring customers with mobility issues.
• Undertaking Winter Weather duties – this can include snow clearance, checking surface conditions and applying ice melt to platforms and station areas as required.

You'll need to be:

• Able to provide excellent customer service
• Able to work, keep calm make decisions under pressure.
• Work to strict safety processes and procedures.
• Have a good level of IT skills.
• Have a can-do attitude.
• Have a good level of numeracy and literacy.
• Good organisational skills.

As a minimum you'll need to have:

• The ability to work as part of a team or independently
• Evidence of numerical ability
• Strong verbal and written communication skill
• Experience of working in an environment where safety is paramount

Working Pattern:

The role requires shift working including weekend and bank holidays.

Maidenhead Shifts Twyford Shifts

Early Shifts 06:30 to 15:00 Early Shifts 05:45 to 12:15

Late Shift 14:30 to 23:30 Middle Shifts 12:00 to 18:15

Night Shift 23:00 to 07:00 Late Shift 17:50 to 00:20

Weekends- 07:00 to 19:00 Weekends- 08:00-17:00

Weekends- 19:00 to 07:00

Additional Information:

This is a fixed term contract for 24 months.

Candidates will be expected to undertake an on-line Situational Judgement Test and if short listed, undertake an ability test and a competency-based interview. Interviews will take place w/c 25th August 2025. The successful candidate will need to meet the medical standards for this role, including colour vision and hearing tests, together with a drugs and alcohol screen.

For further information please contact Jay Baldwin, Duty Station Manager on 07583 041231 / Andrew Berry, Duty Station Manager on 07966 740881

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.

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https://exceptionalindividuals.com/neurodiversity/

https://www.healthassured.org/blog/neurodiversity/