Gateline Assistant
South Western RailwayOverview
Who are South Western Railway?
South Western Railway (SWR) operates over 1,500 services each weekday across the network and employs more than 5,000 people. South Western Railway provide easy and convenient mobility, connecting people and communities in South West London, southern counties of England, and the Isle of Wight.
Join South Western Railway's team and help South Western Railway continue to improve quality of life by bringing people together to get the most out of life.
SWR is part of FirstGroup, the largest rail operator in the UK and second largest bus operator in the UK outside London. FirstGroup operates services throughout the UK and Ireland, with over 30,000 employees providing services that make travel smoother and life easier. FirstGroup works hard to reduce its impact on the environment, introducing cleaner and more environmentally responsible methods of transport.
About the team:
As a Gateline Assistant, you will work with the whole station team to deliver a safe and welcoming experience for all of South Western Railway's customers.
About the Job:
You will be overseeing the Ticket Gates to ensure all travellers have the correct ticket for their journey and helping them navigate their way safely around the station. You will be the first port of call for many customers and will need to be able to offer help and advice quickly and effectively, to ensure everyone's journey stays on track.
Your main responsibilities will be:
- Be the first point of contact for customers seeking information or help with tickets, ensuring they have everything they need to travel confidently by train.
- Ensure the safe operation of ticket gates and manage customer flow during busy times.
- Assist in directing customers during disruptions, keeping them safe and informed.
- Update customers about their journeys through face-to-face interactions, bringing your personality to create a welcoming experience.
- Become knowledgeable about customer journeys and key destinations as your experience grows.
- Be flexible and willing to engage in various tasks to maintain station quality and safety standards.
You'll need to be:
Organised, efficient, and able to handle repetitive tasks under pressure. You should be a great communicator who loves engaging with people and is passionate about providing excellent customer service.
Applicants requiring a visa must have 6 months remaining at the time of appointment. Training is full-time, and commitment to this is essential.
Working Pattern:
South Western Railway's customers need South Western Railway all day, every day (except Christmas Day), so you'll need to be able to work shifts throughout the day and on weekends. On average, you will work 37 hours across 5 days per week, including early, late, and weekend shifts, with specific timings as follows:
- Sunday: 07:15 - 15:00 & 14:45 - 22:30
- Monday to Thursday: 06:15 - 14:30 & 14:15 - 22:30
- Friday & Saturday: 06:15 - 15:00 & 14:45 - 23:30, with the possibility of nights in the future.
The Reward:
South Western Railway offer a competitive salary and valuable benefits, including:
- Free duty and leisure travel on SWR services for employees.
- Free leisure travel for spouse/partner and dependants (criteria dependent).
- 75% discount on many other train operating companies.
- Full training and development support.
- A large range of exclusive retail offers.
- An excellent pension scheme.
South Western Railway all belong at SWR. FirstGroup's vision is to provide an inclusive environment for all colleagues, ensuring equal opportunities for meaningful employment. South Western Railway celebrate diversity and maintain a zero-tolerance policy towards prejudice.
