Service Delivery Assistant

About the job:

As a Service Delivery Assistant, you will carry out key station duties, such as train dispatch, customer information provision, customer assistance and ensuring a clean and safe station environment.

• Providing the highest levels of customer service and be dedicated to customer needs.
• Ensuring the safe and punctual departure of trains from the station and following correct dispatch procedures.
• Providing helpful information and assistance to customers.
• Ensuring the safety of customers, colleagues, visitors and contractors will be given the highest priority.
• Ensuring the cleanliness of the station, especially toilets, waiting rooms, platforms, stairs and subways.
• Liaising with other key GWR departments to ensure accurate and timely customer information, especially in times of disruption.
• Your strong visibility within the station will help maintain customer security.

• Able to deliver extraordinary front line customer service.
• A self-starter with a can do attitude.
• Able to confidently make decisions.
• Able to remain calm yet confident and customer focussed in a crisis.
• Comfortable working within strict procedures.

• The ability to work as part of a team or independently.
• Evidence of numerical ability.
• Strong verbal and written communication skills.
• Fully computer literate and the ability to use GWR operational Apps.

This role will involve working shifts including weekends and bank holidays. Earliest shift starting at 0440 and latest finishing at 0100.

This advert is to generate a talent pool of suitable candidates pending future vacancies arising. Applicants who are successfully shortlisted will be expected to undertake an online ability test and competency based interview. The successful candidate will be required to meet the medical standards for this role, including colour vision and hearing tests.

For further information please contact Sharon Holloway, Station Manager on

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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