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Customer Service Role - Clapham Junction (Gateline Assistant)

As a Gateline Assistant, you are a vital part of our station experience. You'll often be the first member of staff that our customers will see; having to answer questions, give advice and adapt to any service disruption that may occur will be key to ensuring that our customers are informed and comfortable about their journeys ahead


Who are you?

You are organised and efficient and able to cope with repetitive tasks under pressure at times. You love people, you are a great communicator and can talk to anyone and are passionate about doing the right thing – nothing is too much trouble. You are alert and flexible in your approach to tasks and the day, or night, ahead.


Main things you'll deliver

Often the first port of call for our customers, whether that be for information, or help with their tickets, your job is to make sure the customer has everything they need to travel confidently by train.

You'll keep customers updated about their journeys in your face-to-face interactions and importantly bring your own personality along to make it a truly personal welcoming experience for our customers.

As your experience grows, you will become the font of all knowledge about not only the customer's SWR journey, but about key destinations, attractions and London transport.

You will need to be flexible in your approach and not afraid to get stuck in with a variety of tasks as you are responsible for your part of the station and making sure it meets the quality and safety standards our customers expect. Whether this be checking everything is working and safe, to clearing up rubbish, or providing a helping hand to a customer, you are the face of SWR and can make a difference to someone's day.


Working hours

Our customers need us all day, every day (except Christmas day) and as part of the stations team, you'll need to able to work shifts at all times of the day and on every day of the week.

On average you will work 37 hours a week and be part of a team covering a roster that repeats every 12 weeks.

Mixture of early and late shifts. Earliest start 0600 latest finish 0000.

Mixture of days Monday-Sunday with an average of 5 days.


Other important information

Because we always need to be alert, we have very strict requirements around drugs and alcohol, and you will need to pass a medical checking your general health. You will also need to be able to complete a number of assessments that make sure you are the right person for this varied yet demanding role in delivering great journeys for our customers.

Applicants who require a visa, must have at least 6 months remaining at the time of their appointment.

In return we offer a competitive salary and a variety of valuable benefits including free duty and leisure travel on SWR services for employee, free leisure travel for spouse/partner and dependants (criteria dependant) , 75% discount on many other train operating companies, a range of retail benefits and an excellent pension scheme.

At SWR we believe our people are our greatest asset.

Our vision is to recruit and retain the best talent from most diverse pool of candidates across our regions.

We are committed to establishing a sense of inclusion for all and to value each person for the unique contribution they bring.

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Clapham Junction
Clapham Junction Station, St John's Hill, London, United Kingdom, SW11 2QP
  • Ref:
  • Company:
    South Western Railway
  • Website Skillset:
    Customer Service
  • Contract Type:
    Permanent - Full Time
  • Contracted Hours:
  • Location:
    Clapham Junction
  • Salary:
    £19,497 per annum plus £2,122 regional allowance
  • Closing Date:
    28 February 2023
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