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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 and inclusive team environment.
The predicted salary is between 24000 - 36000 £ per year.
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:
- 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
- Evidence of numerical ability
- 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.
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 - Relief Cover, Reading 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 - Relief Cover, Reading
✨Tip Number 1
Get to know the company! Research GWR and its values. When you walk into that interview, show us you understand what we stand for and how you can contribute to making train travel a fantastic experience for our customers.
✨Tip Number 2
Practice your customer service skills! Think of scenarios where you might need to handle difficult situations or provide exceptional service. We want to see how you can keep calm and make decisions under pressure.
✨Tip Number 3
Be ready to showcase your sales techniques! Brush up on how to sell products effectively. We love candidates who can demonstrate their ability to maximise sales while keeping customer satisfaction at the forefront.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows us you’re serious about joining the GWR team. Don’t miss out on this opportunity!
We think you need these skills to ace Customer Service Advisor - Relief Cover, Reading
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 for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to navigate, so go ahead and get started!
How to prepare for a job interview at Great Western Railway (GWR)
✨Know Your Customer Service Basics
Brush up on the key principles of excellent customer service. Be ready to discuss how you would handle various customer scenarios, especially in a busy environment like a train station. Think about examples from your past experiences that showcase your ability to remain calm and helpful under pressure.
✨Familiarise Yourself with GWR
Do some research on GWR and its services. Understand their mission to transform train travel and how they value customer experience. This will not only help you answer questions more effectively but also show your genuine interest in the company and its goals.
✨Prepare for Competency Questions
Since the interview will be competency-based, prepare specific examples that demonstrate your skills in customer service, decision-making, and working independently. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly and effectively.
✨Dress the Part and Be Punctual
First impressions matter! Dress smartly and professionally for your interview. Also, plan your journey to ensure you arrive on time, as punctuality is crucial in the transport industry. Being early shows your commitment and respect for the interviewer's time.
