Overview
Grade: Ticket Examiner
Customer Service and Operations
About the team?
As an integral part of our on-board teams, you are responsible for delivering a world-class customer experience to our customers – helping us deliver our vision of revaluing rail in the hearts and minds of the travelling public. You will be working closely with our Conductors and Train Managers as well as colleagues based at stations and our Revenue Protection Inspectors.
About the job
As a Ticket Examiner, you will liaise with colleagues to deliver a world-class customer experience throughout the journey and will ensure the safety of everyone using GWR services. The purpose of the role is to protect the revenue of the company and the rail industry by ensuring all customers travel with a valid ticket for their journey. You will be able to adapt to new people, new places and new situations. We are proud in GWR to share a common set of values – these help us deliver for our customers, drive business growth and serve our communities across the West. Working mainly at Westbury station but also on board our trains, you will clearly demonstrate these behaviours and attitudes.
Your main responsibilities
* To be an ambassador for Great Western Railway by delivering the best customer experience and a safe journey.
* Sell a wide range of tickets, offering the most appropriate product to suit the customer's requirements, and undertake a full inspection of tickets and railcards on trains, both local and inter-city services, and at stations.
* Undertake revenue protection activities around special events.
* Issue Penalty Fares to customers where appropriate, in accordance with The Railways (Penalty Fares) Regulations 2018.
* To welcome customers and assist them with their journey, providing information and customer care at all times, but especially when the service is disrupted.
* Whilst walking through the train, and at stations, ensure that a safe, pleasant and clean train environment is maintained and meets GWR service standards.
What you'll need to be
* Enthusiastic, positive and passionate about delivering outstanding customer service
* Flexible, with the ability to work a variety of shifts including weekends and bank holidays and early starts and late finishes
* Comfortable working in a strictly regulated environment
* Proactive with a “can do” attitude
* Able to work effectively when under pressure
As a minimum, you will need to have
An understanding of customers' needs
* Excellent communication skills
* The ability to build relationships and work as part of a team
* Experience of front-line customer service
* The resilience and fortitude of mind to remain calm and professional in confrontational situations
About the location
This position is based at Westbury station and this is where you will start and end your shifts. Week one approximately 0600 to 1600, then week two a week of lates 1500 to 1900
Additional information
You must live within a maximum of 60 minutes' travelling time of the depot.
Please note that the training is full time (35 hours per week) for three weeks.
The minimum age for this position is 18.
The salary for a 20-hour week is £15,594 (after probationary period).
For further information please contact Wayne Parker, Revenue Protection Manager on 07850 249514
Please submit your application online via the internal FirstGroup careers website: https://internal.firstgroupcareers.com/
In case of technical difficulties when submitting your application, please contact the Recruitment Team at gwrrecruitment@gwr.com
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