Customer Service Assistant (Dual Role) GPR

Customer Service Assistant (Dual Role) GPR

Application Deadline: 26 August 2026

Department: Customer Experience

Employment Type: Permanent - Full Time

Location: Tamworth

Reporting To: Bev Deeley

Description

Your role is key in delivering great customer service to our passengers. Based at Tamworth station, you will be responsible for the safe dispatch of trains from the platform, be the face of WM Trains in the ticket office and ensure the station is clean, tidy and safe.

What does the job involve?

• Working shift patterns which will include weekends, with early starts and late finishes
• Safely dispatching trains from the station platform - following strict safety guidelines
• Keeping a record of delays, train re-platforming and other events that could affect the train running plan
• Handling difficult situations in a calm, customer focussed manner
• Providing tickets and information to customers from the ticket office
• Conducting security checks along with health and safety checks
• Providing assistance to passengers with disabilities - where required

What skills and experience do I need to do the job?

• Customer focussed - being presentable, approachable and proactive
• Comfortable managing conflict - remaining calm in difficult situations
• Great communication skills - able to flex your style to the audience
• Having flexibility - both with your hours of work and approach to work
• Stay calm under pressure - able to handle conflict
• Be able to make decisions - based on the situation at the time
• Have good IT skills, along with a good level of maths and English
• Live within a reasonable commute of the station you have applied for - early starts and lates finishes will mean you need to be able to get to work, possibly before/after public transport is running
• For safety reasons, you need to be aged 18 or older

To ensure continuity and an effective delivery of service, successful candidates will be required to commit to a minimum 14-month period in role after achieving competence. This also includes existing colleagues who move by internal promotions and transfers. This time allows our future colleagues to support personal career development by allowing time to build strong knowledge and expertise.

What is the salary and benefits that come with the job role?

• Salary is £26,320 rising to £31,706 upon completion of probation, after probation period
• A defined benefit pension from day 1 - one of the best in the UK.
• Free travel on all London Northwestern and West Midlands Railway services for you, your spouse/partner, and dependents.
• 75% off all other train operating companies for you, your spouse/partner, and dependents.
• 8 Friends and Family Day passes to gift per annum on our network.
• A 24/7 Virtual GP service for you and your household.
• Our Employee Assistance Programme (EAP)- A confidential employee benefit that supports you with personal or work-related issues affecting your home life, work life, health, or wellbeing
• Our cycle to work scheme with Evans Cycles.
• A retail discount portal- offering savings, discounts and cashback at over 800 retailers and restaurants.

As an inclusive employer, we welcome applications from all backgrounds and ensure no-one receives less favourable treatment on the grounds of age, disability, gender, race/ethnicity, religion, belief and sexual orientation.

Applications will be considered from colleagues with 6 months experience, after completion of their probationary period and a full check of absence and disciplinary records.