Great Western Railway (GWR)

Service Delivery Assistant (12 Months Ftc)

Contract: Full Time, Contractual
Region: South West England
Location: Bristol BS34 8PU
Closing date: 25 May 2023
Working Hours: 35

About the job:

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

Your main responsibilities will be:

  • 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.

You'll need to be:

  • 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.

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 skills.
  • Fully computer literate and the ability to use GWR operational Apps

Working Pattern:

You will need to be able to work shifts including weekends and bank holidays.

Additional Information:

This is a fixed term contract for 12 months.

Applicants who are successfully shortlisted will be expected to undertake an online ability test and a competency based interview.  The successful candidate will be required to meet the medical standards for the role including colour vision and hearing tests.

For further information please contact Katie Knight, Duty Station Manager, 07568105166

In case of technical difficulties when submitting your application, please contact the Recruitment Team at

Great Western Railway (GWR) review all roles and job descriptions to ensure they are accessible and, where possible, Great Western Railway (GWR) support and provide flexible working options; Great Western Railway (GWR) recommend that you refer to each vacancy description for further details.

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