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- Tasks: Check tickets and ensure customer safety while providing excellent service.
- Company: Join GWR, a leading railway company with a commitment to transforming train travel.
- Benefits: Enjoy free rail travel, health care plans, and discounts on shopping and gym memberships.
- Why this job: Be part of a diverse team that values customer experience and community impact.
- Qualifications: Must have strong communication skills and front-line customer service experience.
- Other info: Flexible shifts, training provided, and a supportive environment for all applicants.
Who are we?
GWR is the proud custodian of Brunel\’s railway, carrying people to over 280 stations in the Southwest and serving more than one hundred million passenger journeys each year. We are transforming the way people think about train travel and empowering our team to deliver a great experience for our customers.
Who is in the team?
As an integral part of our on-board teams, you will deliver a world-class customer experience. You will work closely with Conductors and Train Managers as well as colleagues based at stations and our Revenue Protection Inspectors.
What is the job?
As a Ticket Examiner, you will liaise with colleagues throughout the journey and ensure the safety of everyone using GWR services. The purpose of the role is to check that all customers have a valid ticket for their journey. You will be able to adapt to new people, new places and new situations. We share a common set of values that guide us to deliver for our customers, drive business growth and serve our communities.
What are the responsibilities?
- To be an ambassador for Great Western Railway by delivering the best customer experience and a safe journey
- To 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
- Undertake revenue protection activities around special events
- Issue Penalty Fares to customers where appropriate, The Railways (Penalty Fares) Regulations 2018
- To welcome customers and assist them with their journey, always providing information and customer care, but especially when the service is disrupted
- While walking through the train, ensure that a safe and clean train environment is maintained
What sort of person are you looking for?
- Enthusiastic, positive and passionate about delivering outstanding customer service.
- Flexible, to adapt to business needs.
- 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.
What will I need?
- 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
Where is the job?
This position is based at Westbury station and the role is prominently station-based with some on-train working.
Week 1 Shifts
0600 to 1000 (earlier), Week 2 Lates 1500 to 1900. Weekend work is required.
What else do I need to know?
You must live within a maximum of 60 minutes travelling time of the depot. Training is full-time (35 hours per week) and lasts three weeks.
The basic salary during probation is £24,512 pro rata, rising to £28,218 pro rata after probation. Additionally, you will earn commission on the ticket sales you make.
The Reward
As well as a great team environment and comprehensive training, all GWR colleagues enjoy a range of benefits including a defined benefit salary pension scheme, free rail travel across the GWR network, a company-sponsored health care plan, discounted shopping and an employee assistance programme.
Diversity and Inclusion
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 diversity of thought and progressive ways of working, and we support flexible working options where possible. Refer to each vacancy description for details.
If you require additional support to complete your application due to a disability or neurodivergent condition such as dyslexia, dyspraxia, or autism, please review the resources provided and contact us for a fair and equal process.
URLs for further information: 1) https://exceptionalindividuals.com/neurodiversity/ 2) https://www.healthassured.org/blog/neurodiversity/
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Ticket Examiner employer: First Group
Contact Detail:
First Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Ticket Examiner
✨Tip Number 1
Familiarise yourself with GWR's values and customer service ethos. Understanding their commitment to delivering a world-class experience will help you align your responses during interviews and demonstrate that you're a good fit for the team.
✨Tip Number 2
Brush up on your communication skills, especially in handling challenging conversations. As a Ticket Examiner, you'll need to manage various customer interactions, so showcasing your ability to remain calm and professional under pressure will be crucial.
✨Tip Number 3
Network with current or former GWR employees if possible. They can provide insights into the company culture and expectations, which can give you an edge in understanding what the interviewers are looking for.
✨Tip Number 4
Be prepared to discuss your flexibility and adaptability. Since the role involves working varied shifts and potentially in different locations, demonstrating your willingness to adjust to changing circumstances will make you a more attractive candidate.
We think you need these skills to ace Ticket Examiner
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Ticket Examiner. Highlight your customer service experience and ability to work under pressure in your application.
Tailor Your CV: Customise your CV to reflect the skills and experiences that align with the job description. Emphasise your communication skills, teamwork, and any relevant front-line customer service experience.
Craft a Strong Cover Letter: Write a cover letter that showcases your enthusiasm for the role and the company. Mention specific examples of how you've delivered outstanding customer service in the past and how you can contribute to GWR's vision.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at First Group
✨Show Your Customer Service Skills
As a Ticket Examiner, you'll be the face of GWR. Make sure to highlight your previous customer service experience and how you've handled challenging situations. Share specific examples that demonstrate your ability to remain calm and professional under pressure.
✨Understand the Role and Responsibilities
Familiarise yourself with the job description and responsibilities of a Ticket Examiner. Be prepared to discuss how you would handle ticket inspections, revenue protection activities, and customer interactions, especially during service disruptions.
✨Demonstrate Flexibility and Adaptability
GWR values flexibility in its employees. Be ready to discuss how you've adapted to changing situations in past roles. This could include working varied shifts or dealing with unexpected challenges while maintaining a positive attitude.
✨Emphasise Teamwork and Communication
Since you'll be working closely with Conductors, Train Managers, and other colleagues, it's important to showcase your teamwork skills. Talk about how you build relationships and communicate effectively within a team to ensure a smooth operation.
