STATIONS
First Great Western operate 210 stations each with a different character and different needs. It’s our role to make sure they always meet our customers’ high expectations of safety, efficiency and comfort. We’re also there to see that the information we provide is accurate and up to date. It takes a real variety of roles to make sure all of this happens.
Some roles involve working a variety of shifts and sometimes working through the night to help our customers get home. At our smaller stations, there might be just one person – multi-tasking by selling tickets and helping customers who need assistance to board the train. At our larger stations, we work together to handle all kinds of challenges. No two days are the same, but whether we’re helping regular commuters, day trippers or overseas visitors we aim to deliver the very best service.
Sales Office. If you’re part of our team, it’s likely you’ll be one of the first members of First Great Western our customers see. It’s a big responsibility, because first impressions count. Primarily, we’re there to sell tickets for travel. But we’re also there to offer information – and not just about trains and prices, but also about the local area.
We like to look good and we wear our uniform with pride. We train thoroughly to get to grips with the large variety of tickets and passes that are available across the rail network – and we’re always keeping up to date with new initiatives.
Dispatchers. It’s our role to send trains on their way and make sure that our customers get to their destination safely. Communication is a key part of what we do. We’re in contact with signallers, so it’s vital we’re clear and accurate when giving information. We help to answer queries and solve problems. When it’s necessary, we’ll organise alternative transport and offer a reassuring and sympathetic ear. Organised, self-motivated and totally customer focused, we work outdoors in all weathers and at all hours.
To be a Dispatcher, you’ll need to take and pass a range of tests, called “rules”. You’ll be monitored regularly to ensure you’re up to date with these rules, and able to carry them out. At first, this might seem a little nerve-racking – but it’s also what makes this role so challenging and enjoyable. Our Dispatchers like to keep on-the-ball and focused.
Gateline. We work at our larger and busier stations, checking customers’ tickets and passes when they’re coming in or going out of the station. We’ve a serious job to do – but that makes communicating to our customers and helping them all the more important and challenging. We’re there to make people feel secure, as much as we are to prevent fare evaders.
Confidence is important in this role, whether you’re working alone or with other people. Should problems arise, you’ll need to be prepared to lend a hand – offering help and information, and directing customers in a safe and timely manner. That’s why we work closely with our other colleagues.