Future Roles: Customer Service Hybrid (Area Relief) - 2722 in Norwich

Future Roles: Customer Service Hybrid (Area Relief) - 2722

Application Deadline: 25 September 2026

Department: Customer Service

Employment Type: Permanent - Full Time

Location: Norwich Station

Reporting To: Benjamin Woodard

Compensation: £25,435 - £33,664 / year

Description

We are currently forward planning for future roles that may become available as a Customer Service Hybrid (Area Relief) based at Norwich Station. If you are successful in your application, you will be placed in our Talent Bank for up to six months. If a suitable opportunity becomes available during that time, you may be offered a role.

Positions may be available on either a full-time or part-time basis. Relief roles provide flexibility, with weekly rosters issued one week before the shift.

Role Details

• You will be working an average of 35 hours per week over 4 days a week. This role is shift-based and includes early starts, late finishes, weekends, and bank holiday working. Earliest shift starts from 0415 and latest finish 0140
• This is a relief role which provides flexibility - weekly rosters are issued the Wednesday before.
• You will be covering the following stations: Norwich, Diss, Great Yarmouth, Lowestoft and Thetford.
• You must be able to arrange your own transport to ensure timely arrival for early and late shifts.
• This role includes a compulsory 5-day Dispatch training course, followed by a final assessment.
• Employment is subject to satisfactory Right to Work checks, a DBS check, and a safety‑critical medical assessment.
• Applicants must be 18 years of age or older.
• Pay Progression:
  • 0-6 months: £25,435
  • 6-12 months £26,471
  • 12-24 months, £29,429
  • to finally 24+ months £33,664 per annum

Kickstart Your Career with Greater Anglia!

Are you looking to launch your career in a dynamic and supportive environment? Greater Anglia, a key player in the railway network from London Liverpool Street to the East of England, is offering an exciting opportunity to join our team. With our new, modern, and environmentally friendly trains, now is the perfect time to join us as we elevate the customer travel experience.

Join Our Team as a Customer Service - Hybrid Area Relief.

You will serve as the friendly face of our organisation, playing a vital role in ensuring a positive travel experience for our passengers.

Key Responsibilities

• Provide exceptional customer service by meeting and greeting customers, selling tickets, and answering inquiries with a friendly and approachable demeanor.
• Assist customers in using ticket machines and educate them on new ticketing technologies such as smart cards and mobile apps.
• Oversee day-to-day platform operations, ensuring smooth travel for all customers, including supporting mobility-impaired individuals.
• Offer support during disruptions by assisting customers and maintaining effective communication with Drivers and Conductors.
• Comply with safety regulations, reporting faults and hazards as necessary, as you will be responsible for the safe and punctual dispatch of trains. You’ll be invited to a 5-day Dispatch course.
• Able to safely operate customer access ramps and assist passengers with their luggage.
• Providing support to visually impaired customers, who may need to hold your arm or lean on you for guidance.
• Ensure compliance with safety regulations by reporting faults and hazards, maintaining a clean and tidy station, and occasionally working alone.

Skills, Knowledge & Expertise

We’re Looking For Candidates Who:

• Have a friendly, approachable demeanor with the ability to communicate effectively
• Are calm under pressure, able to think on their feet, and able to handle various situations
• Possess a can-do attitude and enjoy working as part of a team
• Take pride in providing top-notch customer service and passionate in ensuring customer safety
• Have team spirit and bring your unique self to strengthen our team and foster a positive work environment.
• Have familiarity using new technology such as smartphones to assist customers.

Job Benefits

What’s In It for You?

• Travel Discounts: Enjoy free travel on Greater Anglia and 75% off with other train operators, plus discounts for eligible family members too!
• International Adventures: After 12 months, unlock discounted international travel for you and your family.
• Exclusive Discounts: Access the GA Hapi App for deals on shopping, dining, and fun days out.
• Vouchers for Loved Ones: Get 12 annual discount vouchers for family and friends to enjoy.
• Wellbeing Support: 24/7 employee assistance, eyecare vouchers, flu jabs, and physiotherapy services.
• Pension Perks: Start with a Defined Contribution pension, with the option to upgrade to a Final Salary pension after 2 years.
• Family-Friendly Policies: We’ve got you covered with maternity, paternity, adoption leave, and shared parental leave after 26 weeks.
• Save While You Spend: Cycle to work and tech purchase schemes once you pass probation.

The closing date for all completed applications is on Friday 25th September 2026.

*Please note vacancies can close earlier due to high influx of candidate applications*

At Greater Anglia we are proud of the work that we do. We’re investing to help shape the future of rail in the UK and being a part of our team gives you every opportunity to contribute to the journey we are on.

Join Us and Experience:

• Inclusivity & Respect: Be yourself and thrive in a supportive environment where every idea and person is valued. Help us be Greater Together.
• Community & Teamwork: Work together to deliver the best for our customers while enjoying a friendly, can-do atmosphere.
• Pride & Progress: Contribute to meaningful change and a sustainable future, with continuous improvement is the norm.

Ready to Bring Your GA Game?