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- Tasks: Provide exceptional customer service and sell tickets at various stations.
- 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 help customers on their journeys.
- Qualifications: Customer service experience, strong communication skills, and a full driver's licence required.
- Other info: Flexible working hours with a supportive 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 that 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 ****. 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. 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 links below. 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 in Crowthorne employer: Great Western Railway (GWR)
Contact Detail:
Great Western Railway (GWR) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor in Crowthorne
✨Tip Number 1
Get to know the company! Research GWR and its values. When you understand what they stand for, you can tailor your approach during interviews and show how you fit into their vision.
✨Tip Number 2
Practice your customer service skills! Since this role is all about providing a warm welcome and exceptional service, think of scenarios where you’ve gone above and beyond for customers. Share these stories in your interview!
✨Tip Number 3
Be proactive! If you see an opportunity to showcase your skills or suggest improvements during the interview, go for it. Show them you’re a self-starter who can think on your feet.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, you’ll find all the info you need about the role and the team there.
We think you need these skills to ace Customer Service Advisor in Crowthorne
Some tips for your application 🫡
Be Yourself: When writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to show your enthusiasm for customer service and your unique experiences.
Tailor Your Application: Make sure to customise your application to highlight how your skills and experiences align with the role of a Customer Service Advisor. Mention specific examples that demonstrate your ability to provide exceptional service and handle various situations.
Proofread, Proofread, Proofread!: Before hitting send, give your application a thorough read. Typos and grammatical errors can distract from your message, so take the time to ensure everything is polished and professional.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of success. It’s straightforward and ensures your application goes straight to us, making it easier for you to join our fantastic team!
How to prepare for a job interview at Great Western Railway (GWR)
✨Know Your Customer Service Basics
Before the interview, brush up on key customer service principles. Understand what exceptional service looks like and be ready to share examples from your past experiences. This will show that you’re not just familiar with the role but also passionate about delivering great service.
✨Familiarise Yourself with GWR
Do some research on GWR and its services. Knowing about their network, values, and recent developments will help you tailor your answers and demonstrate your genuine interest in the company. Plus, it’ll give you a chance to ask insightful questions during the interview.
✨Practice Situational Responses
Prepare for competency-based questions by thinking of specific situations where you’ve excelled in customer service. Use the STAR method (Situation, Task, Action, Result) to structure your responses. This will help you articulate your experiences clearly and effectively.
✨Showcase Your Problem-Solving Skills
As a Customer Service Advisor, you’ll face various challenges. Be ready to discuss how you handle difficult situations or customer complaints. Highlight your ability to stay calm under pressure and your proactive approach to finding solutions, which are crucial for this role.
