Interview for Platform Assistant/Train Dispatcher West Midlands Railway

[Chris172]

I have got an interview for a Platform Assistant/Train Dispatcher at Birmingham Snow Hill tomorrow, I have been doing interview prep around the customer service side.

I have looked at a time you have given good customer service

Example of working as part of a team

Example of dealing with a customer complaint

The what would you do questions I have thought about the following

Dealing with a potential security or health and safety risks like standing to close to the platform edge and looking confused

Dealing with customers with ticket enquires.

Dealing with delays/cancellations

Anything advice what to expect?

I have planned the customer service questions with STAR

Many Thanks

 

[Islineclear3_1]

I presume you have researched the company, the job description and the risks associated with being out and about on the platform

Do you know what station you will be based at? Do you know the general layout, e.g. signals, platform TRTS, RA, RTDI indicators and train BIL lights etc.?

Are you aware of/familiar with the risks of train dispatch?

Do you know about Train Safety Checks?

Describe a time when you had to deal with a difficult situation

Describe a time when you have shown initiative

Describe a time when you've gone above and beyond to help a customer/passenger/client

Tell us about a time when you have bent or broken the rules in order to accomplish something?

Tell us about a time when you were involved in a conflict situation. How did it go and what did you do?

Have you had any training on suicide awareness?

What do you dislike most about this job?

What kind of people do you have difficulty getting on with?

Can you describe a time when you had to gather information from multiple sources in a short space of time? How did you organize which information was relevant?

How do you define cooperation (with others)?

Can you describe a time when your patience was tested? How did you manage your emotions?

How do you manage distractions (e.g. passengers badgering you during the dispatch process)?

 

[Chris172]

Thank you for your help ☺️

 

[Islineclear3_1]

No problem.

Of course, you need to act calmly and professionally at all times, especially under pressure politely field off those pesky passengers asking questions during the dispatch process. Remember, the safe dispatch of the train is critical and you need to see it out of the platform, tail lights and all....

 

[Chris172]

@Islineclear3_1 I thought I would let you know I got the job just awaiting start date. Thank you for all your help

 

[Islineclear3_1]

@Islineclear3_1 I thought I would let you know I got the job just awaiting start date. Thank you for all your help

No problem. Well done and congrats