At a Glance
- Tasks: Deliver exceptional customer service and assist passengers at various stations.
- Company: Join Greater Anglia, a key player in the railway network.
- Benefits: Enjoy travel discounts, wellbeing support, and exclusive perks.
- Other info: Flexible shifts and opportunities for career progression.
- Why this job: Kickstart your career in a dynamic environment with real impact.
- Qualifications: Friendly, team-oriented individuals with a passion for customer service.
The predicted salary is between 25435 - 33664 £ per year.
Customer Services Hybrid (Area Relief) - 2039
Application Deadline: 29 May 2026
Department: Customer Service
Employment Type: Permanent - Full Time
Location: Norwich Station
Reporting To: Benjamin Woodard
Compensation: £25,435 - £33,664 / year
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.
Salary: 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
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.
- 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 are passionate about 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 29th May 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.
- 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 being the norm.
Ready to Bring Your GA Game?
Rail Customer Service Specialist – Hybrid Relief in Norwich employer: Greater Anglia
Greater Anglia is an exceptional employer that prioritises employee wellbeing and growth, offering a dynamic work environment at Norwich Station. With benefits like travel discounts, exclusive deals, and comprehensive support for personal and professional development, employees are encouraged to thrive in a culture of inclusivity and teamwork. Join us to be part of a forward-thinking organisation committed to enhancing the customer travel experience while fostering a supportive community.
StudySmarter Expert Advice🤫
We think this is how you could land Rail Customer Service Specialist – Hybrid Relief in Norwich
✨Tip Number 1
Get to know the company! Research Greater Anglia and their values. When you walk into that interview, show them you’re not just another candidate but someone who genuinely cares about their mission and customer service.
✨Tip Number 2
Practice your customer service skills! Think of scenarios you might face as a Rail Customer Service Specialist. Role-play with a friend or family member to get comfortable with handling inquiries and providing solutions on the spot.
✨Tip Number 3
Dress the part! First impressions matter, so make sure you look professional yet approachable. A smart outfit can boost your confidence and show that you take the opportunity seriously.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Rail Customer Service Specialist – Hybrid Relief in Norwich
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Rail Customer Service Specialist role. Highlight your customer service experience and any relevant skills that match the job description. We want to see how you can bring your unique self to our team!
Show Off Your People Skills:Since this role is all about providing exceptional customer service, don’t forget to showcase your friendly and approachable demeanour. Share examples of how you've handled customer inquiries or resolved issues in the past. We love a good story!
Be Clear and Concise:When writing your application, keep it clear and to the point. Use simple language and avoid jargon. We appreciate straightforward communication, so make it easy for us to see why you’d be a great fit for the team!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role and our company there!
How to prepare for a job interview at Greater Anglia
✨Know Your Role
Before the interview, make sure you understand the key responsibilities of a Rail Customer Service Specialist. Familiarise yourself with customer service principles, ticketing technologies, and safety regulations. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Showcase Your People Skills
As this role involves interacting with customers daily, be prepared to demonstrate your friendly and approachable demeanour. Think of examples from your past experiences where you've provided excellent customer service or handled difficult situations calmly. This will highlight your ability to connect with passengers effectively.
✨Be Ready for Shift Work
Since the position requires flexibility with early starts and late finishes, be ready to discuss how you manage your time and transport for these shifts. Mention any previous experience with shift work and how you adapt to changing schedules, as this will show your commitment to the role.
✨Prepare Questions
At the end of the interview, you'll likely have the chance to ask questions. Prepare thoughtful queries about the team culture, training opportunities, or how they handle customer feedback. This shows your enthusiasm for the position and helps you gauge if it's the right fit for you.
