Customer Experience Host- Full Time

Interviews for this are provisionally booked for the 22nd/23rd April. Earliest start date is 8th June 2026.

Why LNER? We go beyond. For everyone. Our vision is to be the most loved, progressive and responsible way to travel for generations to come. Now we’re looking for the people who can deliver this, every day. Since we took over on the East Coast mainline, we’ve been changing the face of rail travel. Our new Azuma train has brought faster journey times, more space and greater reliability. Our exciting plans to embrace new ideas, experiences, backgrounds and ambitions make this the ideal time to join. Bringing passion. Being bold. Always caring. Owning it. They’re the values that make us LNER. Are you on board?

So, what exactly does a Customer Experience Host do? We’re glad you asked! By joining LNER as a Customer Experience Host you could be serving early morning coffees to our business commuters, handing out sweet treats for families on day trips or even be found rustling up bacon sandwiches for football fans travelling to support their teams. No matter the journey, you’ll be on hand to provide an exceptional and personalised experience. You’ll have the opportunity to bring a smile to our customers’ faces through creating a welcoming on board atmosphere, assisting with luggage, as well as ensuring our customers leave with a positive memory of their journey with us.

For our customers travelling in standard class, you’ll offer a service from either the cafe bar or deliver a personal at seat service for customers using our 'Lets eat at your seat' app, while taking responsibility for both cash and stock management. Within First Class you’ll serve customers our complimentary food and beverage offering, delivered to the highest standards. As a Customer Experience Host you’ll also develop a good understanding of health and safety and be trained to ensure a safe, clean and tidy environment onboard our trains at all times. Think you can manage all of this while travelling at 125mph? Then this is the job for you!

So, do you have what it takes? To make it as a Customer Experience Host you’ll need:

• Plenty of customer service experience and strong interpersonal skills
• A good track record of providing customers with a personalised and memorable service as well as a genuine passion for helping customers
• The ability to communicate effectively through the toughest of situations and relish stepping up to the challenge of disruption
• You’ll have proven soft sales skills and experience of product management.
• You’ll also enjoy developing your knowledge around our on board offering to share with both customers and colleagues
• Due to the sale of alcohol, you will need to be aged 18 or over to apply
• Finally, you’ll need to be flexible. Our Customer Experience Hosts are on hand to assist our customers early in the morning, late in the evening and over weekends, so you’ll need to be able to fully commit to working shifts.

What you’ll get:

• Free travel on LNER plus 75% off other companies’ tickets (for you and your dependents)
• Discounted international train tickets (after one year’s service)
• 50% discount on LNER tickets for friends and family
• Generous pension scheme
• Annual cycle to work schemes/electric vehicle scheme
• Discount, savings and cashback scheme from top retailers
• Health and wellbeing schemes and discounts
• A host of training opportunities to help further your career
• Rewards and awards to recognise when you shine

Advertised Full Time Salary Is 35 hours per week on average and is Inclusive Of Attendance Allowance £3,818 Per Annum. Full Time Salary Increases At 6 Months To £30,161 And At 18 Months To £31,940 Per Annum.

Disclosure and Barring Service (DBS) Check: If you’re successful in your application and are new to the business, we’ll undertake a basic DBS check as part of our pre-employment checks. This only happens once we have conditionally offered you the job. Here we check for any unspent convictions and conditional cautions under the Rehabilitation of Offenders Act (ROA) 1974. If there’s evidence of an unspent conviction or conditional caution, the details of these are reviewed internally by a cross functional panel on a case by case basis before a final offer of employment is issued. This however may result in any offer being withdrawn. Further information on how we collect and use this data is available on our privacy notice.

Medical screening: We’re a safety conscious business, so for all roles you’ll need to pass a medical screening and a drugs and alcohol test before we send you an unconditional job offer. For our safety critical roles, you’ll also need to have a safety critical medical. Our friendly, in-house Health and Wellbeing team will book a time and place to suit you. The sooner, the better, so please be flexible with your availability. Once your medical gets the thumbs up, we’ll finalise any last details and look forward to you joining our team.

What we believe: To be the most loved, progressive and responsible train operating company, we must make a meaningful difference. By always doing what’s right for our customers, our people, the communities and destinations we serve, the future of the industry we lead and the environment we cherish. We know that our people are the beating heart of everything we do. We’re committed to creating an inclusive, engaged culture that supports everyone at every stage of their journey and ensures that when you’re at LNER, you can always be you. No wonder most people never want to leave!

Diversity and inclusion: We’re passionate about creating a diverse and inclusive workforce, representative of the communities we serve, and are creating ways to inspire diverse talent to join LNER.

Developing our people: We’re focused on creating a learning culture to support our people to be the best they can be at work by providing them with the tools and resources to navigate their development and career journey.

Health and wellbeing: To create a culture where our people can perform at their best, the physical health and mental wellbeing of our people is of paramount importance to us.

What next? As we say, we have fantastic opportunities for ambitious people from all sorts of different backgrounds, so now is the time to join the team at LNER – without delay! Start your journey here.