Customer Service Representatives – Ticket Barrier Assistant / Train Dispatcher

First Group; Remote; GBP 28,000 - 31,000; Full time

Job summary

A leading transport organization is looking for dedicated individuals to join as Train Dispatchers and Ticket Barrier Assistants at various UK stations. You'll be responsible for ensuring passenger safety and satisfaction while working in dynamic environments. Ideal candidates are customer-focused, able to make decisions under pressure, and have strong communication skills. Offering competitive salaries of £28,000-£31,000 per year, this opportunity provides extensive training and various employee benefits, including free rail travel and health care plans.

Benefits

Free rail travel for you and your family

Company-sponsored health care plan

Defined benefit pension scheme

Discounted shopping and gym membership

Qualifications

• Ability to work in a fast-paced environment and under pressure.
• Strong verbal and written communication skills are essential.
• Commitment to delivering exceptional customer service.

Responsibilities

• Ensure safe and timely train dispatch by following protocols.
• Manage ticket barriers and assist customers at gate lines.
• Maintain cleanliness and safety around station areas.

Skills

Customer service orientation

Decision-making

Numerical ability

Strong communication skills

Job description

Are You a Customer Service Star? Step Into the Spotlight!

We're looking for enthusiastic, customer-focused individuals to join our team at Great Western Railway in two exciting roles:

Train Dispatcher and Ticket Barrier Assistant. Both positions involve working on the front line of customer service, ensuring passengers have a smooth, safe, and enjoyable journey. If you're passionate about helping others and thrive in dynamic environments, these roles could be perfect for you!

About the Roles

Train Dispatcher

As a Train Dispatcher (also known as Service Delivery Assistant), you'll carry out essential station duties, such as train dispatch, assisting customers, and ensuring the station is clean, safe, and welcoming. Your responsibilities will include:

• Ensuring the safe and timely departure of trains by following dispatch procedures.
• Offering clear information and helpful assistance to customers.
• Maintaining the cleanliness of station areas, including platforms and waiting rooms.
• Ensuring the safety and security of customers, colleagues, and visitors.
• Collaborating with other GWR departments to provide accurate and timely updates, especially during disruptions.

Ticket Barrier Assistant

In this role, which is also known as Gateline Assistant, you will be the face of GWR at the station's ticket barriers, creating a positive first impression and managing customer flow. Your responsibilities will include:

• Managing the operation of ticket barriers and responding to customer inquiries.
• Ensuring the security of the gateline area and addressing customer needs during disruptions.
• Inspecting and issuing tickets, as well as selling tickets using a mobile ticket machine.
• Keeping the gateline area clear of rubbish and maintaining a professional appearance.

What We're Looking For?

• Committed to delivering extraordinary customer service.
• A self-starter with a can-do attitude.
• Confident in making decisions, even in high-pressure situations.
• Calm and customer-focused during disruptions or crises.
• Comfortable working within strict procedures.

Minimum Requirements

• Ability to work as part of a team or independently.
• Strong verbal and written communication skills.
• Evidence of numerical ability.

Working Pattern

At the stations identified above, both roles involve working shifts, which includes weekends and bank holidays. Shifts may start from 04:30 (depending on location) with late shifts finishing 01:00 (depending on location). Some stations may involve night work. Full shift details for your preferred location will be provided at the interview.

About the Location

We are recruiting to fill the above roles in future at the following stations:

• London Paddington
• Reading
• Oxford
• Slough
• Maidenhead
• Didcot Parkway
• Newbury

You must live within 60 minutes of the station that you are applying for.

Additional Information

Shortlisted candidates will be invited to an assessment day scheduled on 25th February 2026, which will take place at Reading Station. This advert is created to fill current and future vacancies at the above stations.

Depending on role and station, salaries will range between £28,000-£31,000 per annum.

As well as a great team environment and comprehensive training, all GWR colleagues enjoy a range of benefits including on-going 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.

What to Expect?

• After submitting your application, you'll complete an online assessment (recommended on a laptop/desktop computer).
• All shortlisted candidates will then be invited to an assessment day which will include a group discussion and competency-based interview.
• Applicants wishing to be considered for a train dispatch role, will be invited to complete an online train dispatch multitasking test prior to attending the assessment day.
• All successful applicants will need to pass a medical assessment, this may include a colour vision test. You will be required to undertake a drug and alcohol screening, and a Basic DBS check will be required.
• Full training will be provided, including a 3-week training programme in Swindon.

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 a 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, for example, 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.

https://exceptionalindividuals.com/neurodiversity/

https://www.healthassured.org/blog/neurodiversity/