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Customer Service Role (Gateline Assistant) Guildford

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

Please note if successful at the screening stage you will be invited to attend an assessment at Southampton.  Please note further details regarding travel arrangements will be provided nearer the time.

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

Working an average of 37 hours per week.

8-week rotation, the shift patterns include 0600-1400 on early turn and 1400-2200 on late turn Monday - Saturday. Sunday hours are 0930-1730.

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.

 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.

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

At SWR we believe our people are our greatest asset.

Our vision is to recruit and retain the best talent from the 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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Station Approach, Guildford, Surrey, United Kingdom, GU1 4UT
  • Ref:
  • Company:
    South Western Railway
  • Website Skillset:
    Customer Experience
  • Contract Type:
    Permanent - Full Time
  • Contracted Hours:
  • Location:
  • Salary:
    £19,497 per annum plus regional allowance of £951 per annum
  • Closing Date:
    29 September 2023
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