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Service Delivery Assistant (General Purpose Relief)

Location – Maidenhead & Twyford Stations

Salary - £26,891

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 excellent customer service to our customers
  • Excellent platform management
  • Report any faults and Safety/Security issues
  • 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 provide excellent customer service
  • Able to work under pressure
  • Have a good level of IT skills
  • Have a can do attitude
  • Have a good level of numeracy and literacy
  • Good organisational skills

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 skill
  • 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 weekend and bank holidays. 

Maidenhead Shifts                                         Twyford Shifts

Early Shifts 06:30 to 15:00                             Early Shifts 05:45 to 12:15

Late Shift 14:30 to 23:30                                Middle Shifts 12:00 to 18:15

Night Shift 23:00 to 07:00                              Late Shift 17:50 to 00:20

Weekends- 07:00 to 19:00                             Weekends- 08:00-17:00

Weekends- 19:00 to 07:00

Additional information?

Candidates will be expected to undertake an on-line Situational Judgement Test and if short listed, undertake an ability test and a competency based interview.  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.

This role is a flexible role where the successful applicant will not have a fixed roster pattern but will cover shifts required by the business at both Maidenhead and Twyford Station. An additional payment allowance will be paid.

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
Station Approach, Maidenhead, Berkshire, England, SL6 1EW
  • Ref:
  • Company:
    Great Western Railway (GWR)
  • Website Skillset:
    Customer Service
  • Contract Type:
    Permanent - Full Time
  • Contracted Hours:
  • Location:
    Maidenhead Station, Twyford Station
  • Closing Date:
    27 March 2023
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