Customer Care Assistant Reading
Job description
Available Job Today Who are we?
GWR is the proud custodian of Brunel's railway - one of the most prestigious networks in the world and with 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 to Bristol, South Wales and London, passing through some of the UK's top tourist destinations.
We are transforming the way people think about train travel, empowering our team to make it a great experience for our customers. Together, we will restore the railways as a very special way to travel – relaxing, fast, efficient and friendly.
What is the job?
This department provides customer assistance to our passengers and works closely with the rest of the station staff in providing this service. You will need to be proactive, looking out for vulnerable customers and assisting them where required. You will be expected to balance your workload to ensure all customer assists are dealt with swiftly and professionally.
The job is a physically demanding role and requires a lot of heavy lifting with the purpose to make the railway accessible to those less able by providing a first class service. Dealing with customers with care and easing their journey needs.
Your main responsibilities will be:
- Providing excellent service and being part of a great team
- Dealing with our most vulnerable customers who book travel assistance plus any additional customers who need guidance and luggage assistance
- Carrying out a range of manual handling activities, including putting ramps down on trains to help customers with wheelchairs and luggage
- Maintaining a high presence outside in all elements across the station
- You will also be providing travel information and helping to maintain a safe environment
You'll need to be:
- Able to deliver exceptional front line customer service
- Confident to deal with people and challenging situations
- Strong verbal and written communication skills
- The ability to work as part of a team or independently
As a minimum you'll need to have:
Previous experience of establishing relationships with customers and working in a fast-paced environment.
Additional information:
The working pattern is shift work rotating around early and late shifts. This includes weekend and bank holiday working.
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/
