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- Tasks: Check tickets, assist customers, and ensure a safe train environment.
- Company: Join GWR, a leading railway company with a rich heritage and exciting future.
- Benefits: Enjoy free rail travel, health care plans, and discounts while earning commission on ticket sales.
- Why this job: Be part of a dynamic team transforming train travel and delivering exceptional customer experiences.
- Qualifications: Customer service experience, strong communication skills, and a positive attitude are essential.
- Other info: Flexible shifts include early mornings and weekends; training is full-time for three weeks.
Overview
As an integral part of our on-board teams, you will deliver 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.
As a Ticket Examiner, you will liaise with colleagues throughout the journey and will 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 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. Working on board our trains, you will clearly demonstrate these behaviours and attitudes.
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
Shifts
Week 1 Shifts 0600 to 1000 (earlier), week 2 Lates 1500 to 1900
What else do I need to know?
You must live within a maximum of 60 minutes\\\’ travelling time of the depot.
Please note that the 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.
Contact
Please contact Wayne Parker for further information about this on 07850 249514 for any questions
Rewards and Benefits
As well as a great team environment and comprehensive training, all GWR colleagues enjoy a range of benefits including defined benefit salary pension scheme, free rail travel across the GWR network, company-sponsored health care plan, discounted shopping 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.
If you require additional support to complete your application due to a disability or neurodivergent condition such as dyslexia, dyspraxia, or autism, please follow the guidance provided by applicable disability resources. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.
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Ticket Examiner employer: FirstGroup Internal
Contact Detail:
FirstGroup Internal 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 what they stand for will help you align your responses during any interviews or discussions, showcasing that you're a great fit for their team.
✨Tip Number 2
Brush up on your communication skills, especially in handling challenging conversations. As a Ticket Examiner, you'll need to confidently engage with customers, so practice scenarios where you might need to issue penalty fares or assist during disruptions.
✨Tip Number 3
Get to know the Westbury area and its transport links. Being familiar with the local environment will not only help you in your role but also demonstrate your commitment to the position during the application process.
✨Tip Number 4
Network with current or former GWR employees if possible. They can provide insights into the company culture and expectations, which can be invaluable when preparing for your application and potential interviews.
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 compelling 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.
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 FirstGroup Internal
✨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 key responsibilities of a Ticket Examiner. Be prepared to discuss how you would ensure a safe and clean train environment, as well as how you would handle ticket inspections and revenue protection activities.
✨Demonstrate Flexibility and Adaptability
GWR values flexibility in its employees. Be ready to discuss how you've adapted to changing situations in the past, whether it's working different shifts or dealing with unexpected challenges during your work.
✨Prepare Questions for the Interviewer
Interviews are a two-way street. Prepare thoughtful questions about the team dynamics, training process, and what success looks like in this role. This shows your genuine interest in the position and helps you assess if it's the right fit for you.
