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Service Delivery Assistant

Salary - £26,891per annum

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?

The stations team delivers a wide range of services to our customers, from being the first and last point of contact in a customer's journey, selling and checking tickets, making sure our customers know where to go, helping them to board and alight services, providing information and help to make the customer experience one to remember. The team is responsible for providing a safe and secure environment, delivering the safe and efficient dispatch of trains and ensuring that all the services provided at the station deliver to the highest standards. Working in a busy and challenging environment, the stations team work tirelessly to ensure a great customer experience is delivered, even when things go wrong.

About the job?

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 take action 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: 

  • 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
  • Ensuring the cleanliness of all areas of the station especially toilets, waiting rooms, platforms, stairs and subways
  • Liaising with other key GWR departments to ensure accurate and timely information is given to customers, especially in times of service disruption
  • Undertaking Winter Weather duties – this can include snow clearance, checking surface conditions and applying ice melt to platforms and station areas as required.
  • Completing mobile assists – involving being responsible for placing ramps, lifting luggage and manoeuvring customers with mobility issues

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 and independently
  • Evidence of numerical ability
  • Strong verbal and written communication skills
  • Experience of working in an environment where safety is paramount

About the location?

Twyford Station, located 6 miles to the east of Reading with frequent train service between Reading and Paddington to the work location.

Working pattern?

The role requires shift working including weekends and bank holidays and covers early shift starts and late shift finishes.

Shifts start as early as 05:45hrs and some shifts can finish as late as 00:20hrs, therefore you must be able to travel to and from the station before and after public transport is available.

A copy of the shifts are as follows:-

Early shifts       - 0545 to 1215 (Friday early shift is 0545 to 1420)

Middle shifts    - 1200 to 1815

Late shifts        - 1750 to 0020 (Friday late shift is 1420 to 0020)

Saturday shifts - 0800 to 1700

Sunday shifts   - 0800 to 1700

Additional information?

Candidates short listed will be invited to undertake an online ability test and interview.  The successful candidate will be required to meet the medical standards for this role, including colour vision and hearing test, as well as a drugs and alcohol screen.  A basic DBS Certificate is also required.

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.


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.


Close map
Twyford Station
Station Road, Twyford, Berkshire, England, RG10 9NA
  • Ref:
  • Company:
    Great Western Railway (GWR)
  • Website Skillset:
    Customer Service
  • Contract Type:
    Permanent - Full Time
  • Contracted Hours:
  • Location:
    Twyford Station
  • Closing Date:
    27 March 2023
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