Station Assistant / Train Dispatcher
Permanent - Full Time £26,320 - £30,721 / yearJob Overview
Your role is key in delivering great customer service to our passengers. Based at one of our stations, you will be responsible for the safe dispatch of trains from the platform, be the face of West Midlands Trains in dealing with customer travel queries, provide station announcements 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
- Using the customer information system to announce train arrivals and departures
- 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
- 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.