Service Delivery Assistant

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:

A 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 take action 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 the highest levels of customer service and being proactive to customer needs
• Ensuring the safe and punctual departure of trains from the station, following correct dispatch procedures
• Providing information and assistance to customers
• Ensuring the safety of customers, staff, visitors and contractors is given the highest priority
• Liaising with other key GWR departments to ensure accurate and timely information is given to customers, especially in times of service disruption

You'll need to be:

• Able to deliver exceptional front line customer service
• A self-starter with a can do attitude
• Confident when decision making
• Able to remain calm yet directive in a crisis
• Able to work to strict procedures

As a minimum, you will need to have:

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

About the location:

Paddington is a very vibrant and busy station, operating 24hrs a day within the heart of London. Our customers are varied, comprising commuters and leisure travellers, some going long distances, others just around the suburbs. At Paddington Station we work closely with stakeholders, including Network Rail, Transport for London plus catering and cleaning teams who all working together to provide a great experience for our customers.

No two days are ever the same at this iconic station in our busy capital city.

Working Pattern:

This role involves working shifts, including weekends and bank holidays.

We currently have Service Delivery Assistant roles that cover a 24 hours shift pattern. And we also have roles that cover night shifts only.

Additional Information:

Interviews will take place week 28th and 29th January 2026.

Candidates successfully shortlisted will be invited to undertake an online ability test and upon successful completion of that test will attend a competency based interview. The successful candidate will be required to meet the medical standards for this role including colour vision test, hearing, as well as a drugs and alcohol screen.

For further information, please contact Selma Gomes-Bottle - Flagship Duty Station Manager.

For more information regarding the application process, please contact the Recruitment Team

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.

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