The 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 act 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:
1. Providing excellent customer service and being proactive to our customer's needs.
2. Providing the safe and punctual dispatch of trains from the station, following the correct dispatch procedure.
3. Excellent platform management, including ensuring the tidiness of the station.
4. Ensuring the safety of customers, contractors, and colleagues is given the highest priority.
5. Liaising with other GWR departments to ensure that correct information is given out especially in times of disruption.
6. Making sure all contractors and visitors have been signed in and briefed on station safety before access.
7. Reporting any faults and Safety/Security issues.
8. Completing mobile assists – involving being responsible for placing ramps, lifting luggage, and manoeuvring customers with mobility issues.
9. Undertaking Winter Weather duties – this can include snow clearance, checking surface conditions, and applying ice melt to platforms and station areas as required.
You'll need to be:
1. Able to provide excellent customer service.
2. Able to work, keep calm, and make decisions under pressure.
3. Working to strict safety processes and procedures.
4. Having a good level of IT skills.
5. Having a good level of numeracy and literacy.
6. Possessing good organisational skills.
As a minimum, you'll need to have:
1. The ability to work as part of a team or independently.
2. Evidence of numerical ability.
3. Strong verbal and written communication skills.
4. Experience of working in an environment where safety is paramount.
About the location
Maidenhead station is located close to the Town Centre offering a wide range of retail shops and recreational activities.
Working pattern
The role requires shift working including weekends and bank holidays.
Maidenhead Shifts:
1. Early Shifts: 06:30 to 15:00
2. Late Shift: 14:30 to 23:30
3. Night Shift: 23:00 to 07:00
Twyford Shifts:
1. Early Shifts: 05:45 to 12:15
2. Middle Shifts: 12:00 to 18:15
3. Late Shift: 17:50 to 00:20
Additional information
Candidates will be expected to undertake an on-line Situational Judgement Test and if shortlisted, undertake an ability test and a competency-based interview. Interviews will take place on 03rd March 2025. The successful candidate will need to meet the medical standards for this role, including colour vision and hearing tests, together with a drugs and alcohol screen. A Basic DBS is also required. Full training will be provided in our Training Centre in Swindon. Training is Monday to Friday and will last for up to 3 weeks. A travel pass is provided to enable travel to and from the training venue.
The Reward:
As well as a great team environment and comprehensive training, all GWR colleagues enjoy a range of benefits including ongoing development, defined benefit pension scheme, free rail travel across the GWR network for you and your family, company-sponsored health care plan, discounted shopping and gym membership, and an employee assistance programme.
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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