Sales Station Host- RG3

Role: Sales Station Host
Contract Type: Permanent
Location: Leamington Spa
Salary: £36,392.88 per annum

Job Purpose
Responding to the demands of customer needs and ensuring high standards of cleanliness and presentation on stations. Based primarily within the booking office, but with responsibility for the whole station including the car park.

The promotion and sale of all products and services offered by National Rail including all forms of reservations, National Railways core products and National Railways tickets.

General assistance to customers as required including disabled assistance, information and customer information via the Public address.

To ensure that job specific activities do not introduce unacceptable business and safety risks to any aspect of the Company’s operation, and that the appropriate policies and procedures are implemented and adhered to, ensuring that all such activities comply with the relevant sections of the Safety Case and the current Safety Plan.

Key Accountabilities

• To undertake the sale of all Chiltern Railways and National Rail products and services from all available ticket issuing systems
• Deliver consistently high standards of proactive and reactive customer care both inside and outside of the booking office and remain highly visible at all times
• Where applicable, take responsibility for management and operation of ticket gates
• Supplementing the automated announcing system with live local announcements to ensure customers are kept informed of train running alterations
• Where applicable, take responsibility for being the point of contact for issues relating to the car park in the absence of an attendant or nominated security
• Carry out all tasks to comply with Cash regulations and Office Security procedures
• Perform all duties required to obtain a shift balance incorporating all documentation as instructed
• Ensure all accounting documentation is completed accurately and following set procedures
• Read all notices, instructions, and circulars and adhere to all instructions
• Maintain knowledge and understanding of booking office publications contained within the office computer system
• Keep leaflet displays stocked with suitable leaflets and poster sites to be presented to a high standard
• Maintain and account for all self-service ticket systems as laid down by instructions
• Keep a record of all refunds and pay out authorised refunds when necessary
• Order stationery and ticket stock through the Customer Service Manager
• Ensure locked stock items are recorded in the locked stock register.
• Assist in the instruction of new staff as appropriate
• Collect change from bank or arrange delivery as appropriate
• Take responsibility for the overall appearance and cleanliness of the ticket office to ensure that it is maintained to the highest standard
• Carry out cleaning duties to maintain overall appearance of the station and car park to the highest standards
• Ensure winter weather plan treatment is carried out
• To attend staff briefings
• To adhere to Chiltern Railways uniform wearers guide
• Assist as required

Person Specification

Essential Criteria

• Previous experienced working with customers.
• Strong Interpersonal Skills
• Basic accounting and cash handling knowledge
• Ability to deal with conflict situations
• Good communicator skills
• Passionate about providing good customer service
• Smart personal appearance
• Flexible approach to working conditions and working changing working environment
• Calm under pressure
• Customer focused with excellent customer service skills
• Excellent people skills
• GCSE (A – C grades) in English and Maths

Desirable Criteria

• Previous cash handling experience
• Good attention to detail
• Good geographic understanding
• Good decision maker
• Happy and outgoing personality
• Ability to multi task

Our benefits include

We offer a competitive salary and benefits package, a culture of respect, challenge and innovation – with excellent opportunities for growth and development.

• All active staff and their eligible partners/dependants are entitled to free standard class leisure travel on Chiltern Railways
• Active staff are also entitled to residential and duty standard class travel
• Defined Benefit Pension Plan
• Access to online benefits and discounts
• Cycle to Work Scheme
• Employee Assistance Plan
• Physio Line - We offer complementary 24-hour physio for everyone
• Eye Care - You’re entitled to free eye tests and if you need glasses for computer use we will pay up to £80.00 towards your lenses and frames
• We offer 25 days annual leave as well as statutory holidays
• Flexible working
• Support - Peer Support, Samaritans, and Railway Chaplain