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 on board our trains, you will clearly demonstrate these behaviours and attitudes.
Your main responsibilities will be:
* 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, ensure that a safe, pleasant and clean train environment is maintained and meets GWR service standards.
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.
* Confident to have conversations that may be challenging.
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
Working Pattern:
This role will require you to work a variety of shifts which will include early starts and late finishes as well as weekends and bank holidays.
Additional Information:
You must live within a maximum of 60 minutes' travelling time of the depot.
The salary during training/probationary period is £13,546 and this rises to £15,594. Additionally, commission is paid your ticket sales.
For further information please contact Mel Fearn, Area Revenue Protection Manager on 07525 275425
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
We all belong at GWR. This is our vision for providing an inclusive environment for all our colleagues, ensuring all candidates have an equal opportunity to access meaningful employment.
We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.
We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.
We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.
If you require additional support to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.
https://exceptionalindividuals.com/neurodiversity/
https://www.healthassured.org/blog/neurodiversity/
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