Customer Service Assistant / Dispatcher

Customer Service Assistant / Dispatcher Application Deadline: 1 January 2026 Department: Customer Experience Employment Type: Permanent - Full Time Location: Wolverhampton Reporting To: Scott Miles Compensation: £26,320 - £30,721 / year Description 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 struct 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 What is the salary and benefits that come with the job role? Salary is £26,320 rising to £31,706 after probation period One of the best pension schemes available Free travel on all our trains and those of other train companies within our parent group company - for you, your partner and any dependent children 75% off all other train company travel tickets Retail discounts Career development opportunities Due to the volume of applications we receive, the advert may close earlier than the published closing date. Please submit your application as soon as possible to avoid missing out. 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.