About the team
This department provides customer assistance to our passengers and works closely with the rest of the station staff in providing this service. You will need to be proactive, looking out for vulnerable customers and assisting them where required. You will be expected to balance your workload to ensure all customer assists are dealt with swiftly and professionally.
About the job
The job is a physically demanding role and requires a lot of heavy lifting with the purpose to make the railway accessible to those less able by providing a first class service. Dealing empathetically with those customers and easing their journey needs.
Your main responsibilities will be:
- Providing excellent service and being part of a great team
- Dealing with our most vulnerable customers who book travel assistance plus any additional customers who need guidance and luggage assistance
- Carrying out a range of manual handling activities, including putting ramps down on trains to help customers with wheelchairs and luggage
- Maintaining a high presence outside in all elements across the station
- Providing travel information and helping to maintain a safe environment
You’ll need to be:
- Able to deliver exceptional front line customer service
- Confidently deal with people and challenging situations
- Strong verbal and written communication skills
- The ability to work as part of a team or independently
As a minimum you’ll need to have:
Previous experience of establishing relationships with customers and working in a fast‑paced environment.
Additional information
This is a talent pool advert to create a pool of suitable candidates to appoint once roles are approved. This is a part‑time role (17.5 hours per week), working 4 or 5 days per week. Shifts work across Monday to Sunday covering 0700 – 2100. Full training will be provided.
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, we encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.
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