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- Tasks: Provide exceptional customer service and assist passengers at various ticket offices.
- Company: Join GWR, a leading railway network with a commitment to customer experience.
- Benefits: Enjoy free rail travel, health care, discounts, and ongoing development opportunities.
- Why this job: Be the friendly face of train travel and make a real difference for customers.
- Qualifications: Customer service experience, strong communication skills, and a full driver's licence required.
- Other info: Flexible working hours with a supportive and inclusive team environment.
The predicted salary is between 24000 - 36000 £ per year.
Who are we? GWR is the proud custodian of Brunel's railway - one of the most prestigious networks in the world. We have some of the newest trains in the country and exciting plans to extend our services. With more than one hundred million passenger journeys each year, we carry people to over 275 stations in the South West, from Cornwall and South Wales to London, passing through beautiful country and some of the UK's top tourist destinations. We are transforming the way people think about train travel, empowering our team of over 6,000 people from all different backgrounds to make it a great experience for our customers. Together, we will revalue rail as a very special way to travel – relaxing, fast, efficient, friendly and fun.
About the team: This position is working at a single person location across multiple stations. This will be to provide cover when these offices are not staffed. Working within the sales office you will often be the first person our customers have contact with, having a responsibility to provide a warm welcome, make people feel secure and help customers on their journeys.
About the job: Working on your own as a Customer Sales Advisor, you will confidently and impartially sell the full range of tickets and services, including processing high volumes of sales, and ensure that customer requirements are met and exceeded. You will be responsible for the day to day upkeep of the station raising faults as appropriate. You will also carry out a daily security check, providing mobility impaired passengers with assistance onto and off trains and during the winter months you will be expected to keep the station clear of ice and snow and to administer ice melt products to keep the area safe for the customers.
Your main responsibilities will be:
- Providing the highest level of customer service and being proactive to customer needs
- Accurately and impartially selling the full range of products and services to our customers in a friendly, professional and efficient manner
- Maximising opportunities for increased sales at ticket offices by adopting selling techniques and offering enhanced products to customers
- Carrying out routine maintenance and cleaning of ticket machines and IT equipment
- Accurately completing all accountancy and other associated documentation
- Maintaining TVMs at the station
- Applying winter weather precautions as required
- Reporting faults at the station and ensuring these are rectified
You’ll need to be:
- Comfortable working on your own
- Able to deliver exceptional front-line customer service
- Understand customer requirements and expectations
- A self-starter with a can-do attitude
- Confident when decision making
- Able to remain calm yet directive in a crisis
- Able to work to strict procedures
As a minimum you will need to have:
- The ability to work independently
- Good manual handling skills
- Evidence of numerical ability
- Attention to detail
- Strong verbal and written communication skills
- Customer Service Experience
- A full driver's licence with access to a vehicle
About the location: You will be working as cover support for ticket offices at North Camp, Crowthorne, Reading West Mortimer and Bramley. Where this is not required you will work out of Reading Sales office.
Working pattern: The role will average 35-hour working week including weekend working. You would need to be able to be at each of the above locations from around 0600. In recognition of these variable locations you will be paid an enhanced allowance.
Additional information: You will be required to have your own transport as you will be required to drive to these ticket offices to ensure they open on time. Applicants successfully shortlisted will be invited to undertake a competency-based interview with the hiring manager.
The Reward: As well as a great team environment and comprehensive training, all GWR colleagues enjoy a range of benefits including ongoing development, defined benefit pension scheme, free rail travel across the GWR network for you and your family, company-sponsored health care plan, discounted shopping and gym membership and an employee assistance programme.
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 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. We provide additional support to complete your application due to a disability or neurodivergent condition such as dyslexia, dyspraxia, or autism. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.
Customer Service Advisor - Relief Cover, Reading in Bramley employer: First Group
Contact Detail:
First Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor - Relief Cover, Reading in Bramley
✨Tip Number 1
Get to know GWR and its values! Research the company culture and what they stand for. This will help you connect with the interviewers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your customer service skills! Since this role is all about providing a warm welcome and helping customers, think of examples from your past experiences where you've gone above and beyond for someone. Be ready to share these during your interview.
✨Tip Number 3
Be prepared for situational questions! Think about how you'd handle various scenarios, like dealing with a difficult customer or managing multiple tasks at once. This will show that you can stay calm and effective under pressure.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you're proactive and serious about joining the GWR family. Don’t miss out on this opportunity!
We think you need these skills to ace Customer Service Advisor - Relief Cover, Reading in Bramley
Some tips for your application 🫡
Show Your Customer Service Skills: Make sure to highlight your customer service experience in your application. We want to see how you've gone above and beyond for customers in the past, so share specific examples that showcase your friendly and professional approach.
Be Clear and Concise: When filling out your application, keep your language clear and to the point. We appreciate straightforward communication, so avoid jargon and make sure your skills and experiences shine through without any fluff.
Tailor Your Application: Take a moment to tailor your application to the role. Mention how your skills align with the responsibilities listed in the job description. We love seeing candidates who take the time to connect their experiences with what we’re looking for!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way to ensure your application gets to us directly. Plus, you’ll find all the details you need about the role and our company culture right there.
How to prepare for a job interview at First Group
✨Know the Company Inside Out
Before your interview, take some time to research GWR and its values. Understand their commitment to customer service and how they aim to transform train travel. This will help you align your answers with their mission and show that you're genuinely interested in being part of their team.
✨Showcase Your Customer Service Skills
As a Customer Service Advisor, you'll be the first point of contact for customers. Prepare examples from your past experiences where you've provided exceptional service or resolved issues effectively. Highlight your ability to remain calm under pressure and your proactive approach to meeting customer needs.
✨Demonstrate Independence and Initiative
Since this role involves working alone at various locations, it's crucial to convey your ability to work independently. Share instances where you've successfully managed tasks on your own, made decisions without supervision, and taken the initiative to improve processes or customer experiences.
✨Prepare for Competency-Based Questions
Expect competency-based questions during your interview. Think about situations where you've had to demonstrate skills like problem-solving, teamwork, and adaptability. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly and effectively.
