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Gateline Assistant

Salary: £23705

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.

About the team?

Reporting to the Station Manager, the role of Gateline Assistant works within a team of Gateline Assistants ensuring the safe operation of the Station's Ticket Barriers.

About the job?

As a Gateline Assistant, you will assist in the safe operation of the gateline ticket barriers and provide information and assistance to customers.  At times you will also be required to sell tickets and serve passengers with penalty fares.

Your main responsibilities will be:

  • Delivering a high level of service to customers
  • Assisting in the day to day operation of the automatic ticket barriers
  • Ensuring customer security and responding to customer enquiries
  • Inspecting and issuing tickets
  • Addressing customer needs in times of service disruption
  • Ensuring the professional appearance of the gateline area by clearing rubbish and making sure customer walkways are unobstructed
  • Selling tickets via a mobile ticket machine and associated accountancy processes

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

As a minimum you will need to have:

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


Taunton Station is a busy location in the heart of Somerset. The station has recently had a new Multi story carpark and new Gateline and ticket office.

Working pattern?

This role involves working shifts including weekends and bank holidays.

Additional information?

Applicants successfully short listed will be invited to undertake a competency based interview.  The successful applicants will be required to meet the medical standards of this role, including drugs and alcohol screen.  A Basic DBS is also a requirement of this role.

The Reward?

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.

At GWR we value diversity. Our vision for inclusion and diversity is:

We are progressive. We are one family. We are inclusive. First time, every time.

Valuing our differences such as age, gender, LGBTQ+, ethnicity, religion, and disability, means that every colleague has a voice and is supported to be their authentic self at work.

Close map
Taunton Station
Station Approach, Taunton, Somerset, England, TA1 1QP
  • Ref:
  • Company:
    Great Western Railway (GWR)
  • Website Skillset:
    Customer Service
  • Contract Type:
    Permanent - Full Time
  • Contracted Hours:
  • Location:
    Taunton Station
  • Closing Date:
    24 January 2022
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