DEBBIE

Service Delivery Assistant

In every First Great Western station, you’ll find a dedicated team working to put customers first. As a Service Delivery Assistant, you’ll be responsible for the full range of station services – from ensuring the safe and punctual departure of trains, to providing information and assistance to anyone who needs it, to maintaining a clean and safe station environment.

Vigilance, adaptability and great communication skills will all prove essential if you’re to succeed. This is a safety critical role, so we’ll be looking to you to continually check for any hazards that might cause danger or disruption. All the while you’ll be liaising with other team members to ensure accurate and timely information is given to customers, especially in times of service disruption.

To apply for this role, you must:

  • be over 18 years old
  • be able to travel to and from your allocated station independently
  • be experienced in working within teams
  • be able to consistently work flexible hours
  • pass a medical examination, including drugs and alcohol screening

 

Profile

Debbie says... In my role I have a lot of customer interaction, meeting customers all the time. As soon as the train comes in I’m the first person that they see off the train. I make sure that I provide a safe and punctual dispatch of trains.

My day to day role involves, meeting passengers, dispatching trains. The training for your SDA, you’ve got all your signal training, making sure that no train goes out with a door on the catch is one of the vital things. Just being vigilant of everything because my job entails a lot of safety critical stuff so I’ve got to make sure that the train goes away safe but also I have to make sure that passengers are happy.

The people that I work with they’re brilliant. That’s the thing I enjoy about my job, they just make coming to work enjoyable. They’ve got all different age groups, all different backgrounds, just a good bunch of people to work with really.

Working on the platforms the challenges happen when you least expect it, no day is ever the same on the platforms or on the trains. You’ve just got to keep a level head and just think this is what I need to do next, don’t get ahead of yourself.

The thing that makes me proud at work is knowing that a train’s gone out safely, nobody’s missed the train, everybody’s on their way to where they need to go.

You do get a few irate passengers but I think the main thing to help them is to make sure that you’ve enough information to give them the correct information, just reassure them that they’re going to get from A to B.