Role Overview & Mandate
Executive Summary
Who are we? GWR is the proud custodian of Brunel's railway - one of the most prestigious networks in the world. We have some...
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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 job?
Working on the Help Desk at one of our flagship stations on the GWR network, with an annual footfall of 14 million customers, you'll play in key role in providing a memorable customer experience.
Your main responsibilities will be:
- Being a highly visible point of contact for our customers, you will liaise with key GWR and Network Rail departments to ensure accurate and timely information is given to customers.
- Providing the highest levels of customer service and being proactive to customer needs, especially at time of disruption
- Answering ticket and timetable queries, ensuring accurate information is provided to customers
- During times of disruption providing colleagues with accurate and timely information to ensure that customer needs are treated as a priority
- Signing in contractors and visitors to the station using the Network Rail system.
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'll need to have:
- The ability to work as part of a team or independently
- Strong verbal and written communication skills
- Good level of computer literacy.
- Proven track record in dealing with a wide range of customers with varying requirements including vulnerable passengers
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.
https://exceptionalindividuals.com/neurodiversity/
https://www.healthassured.org/blog/neurodiversity/
