Gateline Team Leader

First Group; United Kingdom; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading train service provider in the United Kingdom is seeking a Gateline Supervisor to manage teams at Gloucester and Cheltenham Spa stations. The role involves leading teams, ensuring smooth station operations, and delivering exceptional customer service. Ideal candidates are strong leaders with excellent communication skills and the ability to work under pressure. This position offers opportunities for career growth and a supportive team environment.

Benefits

Free GWR Travel pass

Health Cash Plan

Pension

Qualifications

• Lives within an hour's travel of Gloucester or Cheltenham (under normal traffic conditions).
• Experience handling cash.
• Confident when making decisions under pressure.

Responsibilities

• Lead, support, and develop your Gateline teams.
• Deliver first-class customer service every day.
• Manage and oversee the operation of ticket barriers.

Skills

Strong team leadership

Communication skills

Numerical accuracy

Job description

Who are we?

GWR is the proud custodian of Brunel's railway - one of the most prestigious networks in the world. We have some of the newest trains in the country and exciting plans to extend our services. With more than one hundred million passenger journeys each year, we carry people to over 275 stations in the South West, from Cornwall and South Wales to London, passing through beautiful country and some of the UK's top tourist destinations.

We are transforming the way people think about train travel, empowering our team of over 6,000 people from all different backgrounds to make it a great experience for our customers. Together, we will revalue rail as a very special way to travel – relaxing, fast, efficient, friendly and fun.

Ready to Lead and Make a Difference?

Do you have a passion for delivering exceptional customer service in a busy, fast-paced environment? Are you confident in decision-making, great at motivating others, and ready to take the next step in your career?

Join Us as a Gateline Supervisor!

We're looking for a proactive and people-focused leader to manage our Gateline teams at Gloucester and Cheltenham Spa stations. You'll play a key role in ensuring smooth station operations, delivering outstanding service, and supporting your team to perform at their very best.

You'll also be part of our wider South Cotswolds team, which includes Stonehouse, Stroud, and Kemble — working together to give every customer a positive and memorable journey.

What You'll Do?

• Lead, support, and develop your Gateline teams across both stations
• Deliver first-class customer service every day
• Manage and oversee the operation of ticket barriers
• Respond to customer queries with professionalism and empathy
• Ensure safety and security across the station environment
• Provide clear information during service disruptions
• Maintain a clean, welcoming, and safe gateline area

What We're Looking For?

• A strong team leader with great communication skills
• Confident when making decisions under pressure
• Positive, approachable, and able to motivate others
• Detail-focused, reliable, and well-organised
• Experience handling cash and working with numerical accuracy
• A self-starter with a “can-do” attitude
• Lives within an hour's travel of Gloucester or Cheltenham (under normal traffic conditions)

Working Pattern?

You'll work shifts between 05:45 and 20:15, including weekends and Bank Holidays. Flexibility is essential, as occasional work outside these hours may be required. Due to the nature of the shifts work involved in these roles, applicants must be 18 years of age or older to apply.

Why You'll Love Working With Us?

A supportive, empowering team environment

Opportunities to grow and develop your leadership skills

The chance to make a real difference every day — to your team, your station, and our customers

What to Expect?

• Once you've submitted your application, you'll be invited to complete an online Situational Judgement Test (recommended on a laptop or computer).
• If successful, you'll be invited to attend a competency-based interview, which is tentatively scheduled for the week commencing 24 November 2025.
• Before starting the role, successful applicants will need to pass a medical assessment (including a colour vision test, drug and alcohol screening) and complete a Basic DBS check.
• Comprehensive training will be provided, including a three-week training programme in Swindon to equip you with the skills and knowledge you'll need for the role.

About GWR?

At GWR, we are proud to carry over 100 million passenger journeys every year to more than 275 stations across the South West, Wales, and London. With some of the UK's newest trains and a commitment to exceptional service, we are transforming rail travel.

We believe rail is more than just transport – it's a relaxing, efficient, and enjoyable experience. That's why we're looking for people who will help us revalue rail and make every journey special.

GWR has achieved its highest customer satisfaction in over 20 years — 92%, with record scores in comfort, service, and station experience. Join the team behind this success and help us raise the bar even higher!!

Perks & Benefits?

• Health & Wellbeing: Health Cash Plan, health screenings, EAP, gym discounts.
• Lifestyle: Costco membership, bike scheme, retail discounts.
• Financial: Pension, share‑saving schemes, payroll giving.
• Travel: Free GWR Travel pass. Discounted Friends and Family tickets, Eurostar, and European rail travel.

Our Commitment to Inclusion?

We all belong to GWR. We embrace diversity and ensure equal opportunities for all. Differences in age, gender, LGBTQIA, ethnicity, religion, and disability are valued, with zero tolerance for prejudice. We promote flexible working, review job roles for accessibility, and support colleagues in thriving. If you need adjustments due to a disability or neurodivergent condition, please let us know. 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.

https://exceptionalindividuals.com/neurodiversity/

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