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For Companies At a Glance
- Tasks: Deliver exceptional customer service and enhance passengers' journeys onboard our trains.
- Company: GWR, a leading railway network with a commitment to customer experience.
- Benefits: Competitive salary, free rail travel, healthcare plan, and retail discounts.
- Why this job: Join a dynamic team and make train travel enjoyable for everyone.
- Qualifications: Customer service experience and strong communication skills required.
- Other info: Comprehensive training provided and opportunities for career growth.
The predicted salary is between 25478 - 33331 £ per year.
Are You Ready to Lead On Board Customer Experience?
Do you thrive in a fast paced environment where every day is different? Are you passionate about delivering a world class customer experience and leading others to do the same? If you are confident in your communication, can think quickly to resolve challenges, and take pride in creating memorable experiences for customers, this could be the perfect opportunity for you.
Join Us as a Lead Customer Host
We are looking for enthusiastic Lead Customer Hosts to join our On-Board Catering team. In this exciting role, you will take the lead in delivering outstanding hospitality to our customers, ensuring our on board service exceeds expectations every time.
You will be the face of GWR hospitality, supporting colleagues, taking initiative, and making every journey special.
What\’s in It for You?
- Salary: £26,344.00 (first six months), rising to £34,464.00 on completion of training and probation
- Hours: 35 per week, inclusive of weekends and bank holidays
- Annual Leave: 32 days per year
- Comprehensive Training: Your journey with us begins with thorough training to set you up for success. Depending on your previous experience and any training you have already completed, our Training Team will provide a personalised plan before your first day. Once in the role, our Onboard Services Peer Training Team will support you as you settle in and continue to develop.
- Excellent Benefits: Free rail travel, pension, healthcare plan, discounts and more
If successful, your start date will be from March 2026 onwards, with talent pooling and interviews taking place until then.
What You Will Do
- Deliver an exceptional on board customer service experience
- Lead and support On Board Hosts, ensuring high standards of presentation and service
- Operate EPOS systems and handle cash responsibly
- Communicate updates and manage customer expectations, particularly during disruption
- Ensure safety and security procedures are followed at all times
- Maintain stock levels and manage onboard product displays
- Be a positive ambassador for GWR
Working Pattern
You must be flexible and able to work shifts, including early mornings, evenings, weekends and bank holidays. Travel between locations may be required. You will need to live within 45 to 60 minutes of the station for this role.
What We Are Looking For (Minimum Criteria)
- Experience of delivering front line customer service
- Experience of working as part of a team
- Experience of working within a regulated industry or following set guidelines and procedures
- Strong numeracy and literacy skills appropriate to the role
- Exceptional communication and people skills
- Ability to deliver a world class customer experience
- Understanding of customer needs and expectations
- Ability to make confident decisions within given authority
- Knowledge of GWR products and conditions of sale or willingness to learn
- Knowledge of railway timetables and fares or willingness to learn
No formal qualifications are required, full training is provided.
What to Expect
After submitting your application:
- You may be asked to complete an online assessment
- Shortlisted candidates will be invited to an assessment centre, including group activities to showcase customer service skills
- If successful, you will move on to a one‑to‑one interview with the hiring team. This may take place on the same day or be scheduled for another date
- Final stage: medical assessment including drugs and alcohol testing and a basic DBS check
Ready to join our team? Apply today and start your journey with GWR!
Our Commitment to Inclusion
We all belong at GWR. We are proud to celebrate diversity and to provide equal opportunities for everyone, regardless of age, gender, LGBTQIA, ethnicity, religion, or disability.
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Customer Host employer: First Group
Contact Detail:
First Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Host
✨Tip Number 1
Get to know GWR and their values! Research the company culture and what they stand for. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your customer service skills! Since the role is all about enhancing passenger journeys, think of scenarios where you can demonstrate your ability to handle different situations with a smile. Role-playing with friends can be super helpful!
✨Tip Number 3
Prepare for the assessment centre! Brush up on group activities and be ready to showcase your teamwork and communication skills. Remember, it's not just about what you say, but how you engage with others in the group.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, keep an eye out for any updates or new roles that pop up – you never know when the perfect opportunity might arise!
We think you need these skills to ace Customer Host
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your enthusiasm for customer service shine through! We want to see that you genuinely care about enhancing passengers' journeys and creating a positive experience.
Tailor Your Application: Make sure to customise your application to highlight relevant experience. If you've got customer service experience or skills that match what we're looking for, shout about it! We love seeing how your background fits with our values.
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and make sure your key points stand out. This helps us get a quick grasp of who you are and what you bring to the table.
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 info you need about the role and our company there.
How to prepare for a job interview at First Group
✨Know Your Customer Service Stuff
Brush up on your customer service experience and be ready to share specific examples. Think about times when you went above and beyond for a customer or handled a tricky situation. This will show that you’re passionate about delivering exceptional experiences, just like GWR wants!
✨Show Off Your Communication Skills
Since the role involves engaging with passengers, practice clear and friendly communication. You might want to do a mock interview with a friend where you focus on how you present yourself and interact. Remember, it’s all about making people feel welcome and valued!
✨Get Familiar with the Company
Do some research on GWR and its values. Understanding their mission to transform train travel can help you align your answers during the interview. Plus, it shows you’re genuinely interested in being part of their team!
✨Prepare for Group Activities
Since the selection process includes group activities, think about how you can showcase your teamwork skills. Be ready to collaborate and support others while also demonstrating your proactive approach. It’s all about showing that you can enhance the customer journey together!
