Service Delivery Assistant

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.

This challenging role demands great customer service skills, flexibility and an ability to respond to the ever-changing demands of a busy railway station.

Main Responsibilities:
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
Minimum Requirements:
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
Location
Paddington is a very vibrant and busy station, operating 24 hours 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.

Working Pattern
This role involves working shifts, including weekends and bank holidays. We currently have Service Delivery Assistant roles that cover a 24-hour shift pattern, as well as roles that cover night shifts only.

Additional Information
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 a colour vision test, hearing assessment, drugs and alcohol screen, and hold a Basic DBS Certificate.

Full training will be provided, and the first three weeks of training will take place at our Training Centre in Swindon.

The Reward?
As well as a great team environment and comprehensive training, all GWR colleagues enjoy a range of benefits, including ongoing development, a defined benefit pension scheme, free rail travel across the GWR network for you and your family, company-sponsored healthcare plan, discounted shopping and gym membership, and an employee assistance programme.