At a Glance
- Tasks: Deliver exceptional customer service and assist passengers with their travel needs.
- Company: Join West Midlands Trains, a leader in customer experience.
- Benefits: Competitive salary, free travel, pension, and discounts at over 800 retailers.
- Other info: Flexible hours, career development opportunities, and a supportive work environment.
- Why this job: Be the face of our service and make a difference in customers' journeys.
- Qualifications: Customer-focused, great communication skills, and able to handle conflict calmly.
The predicted salary is between 26320 - 31706 £ per year.
Your role is key in delivering great customer service to our passengers. Based at Smethwick Galton Bridge Station, you will be the face of West Midlands Trains, helping to sell tickets to customers, deal with travel queries and ensure the station is clean, tidy and safe.
What does the job involve?
- Shift patterns will include weekends, early starts and late finishes
- Assisting customers in planning their journey – selling tickets and providing advice, to get our customers to their destination
- Processing cash and card payments - using the ticket vending machines
- Handling difficult situations in a calm, customer focussed manner
- Making sure the station is safe - spotting and reporting any safety issues to the relevant team
- Deliver great customer service to our customers
What skills and experience do I need to do the job?
- Customer focussed – being presentable, approachable and proactive
- Comfortable managing conflict and remaining calm in difficult situations
- Great communication skills – able to flex your style to the audience
- Having flexibility – both with your hours of work and approach to work
- Using your initiative to solve problems and resolve issues
- Live within a reasonable commute of the station you have applied for – early starts and late finishes will mean you need to be able to get to work, possibly before/after public transport is running
- For safety reasons, you need to be aged 18 or older
To ensure continuity and an effective delivery of service, successful candidates will be required to commit to a minimum 14-month period in role after achieving competence. This also includes existing colleagues who move by internal promotions and transfers. This time allows our future colleagues to support personal career development by allowing time to build strong knowledge and expertise.
What is the salary and benefits that come with this role?
- Salary is £26,320, rising to £31,706 once you have completed your initial probation period
- A defined benefit pension from day 1 – one of the best in the UK.
- Free travel on all London Northwestern and West Midlands Railway services for you, your spouse/partner, and dependents.
- 75% off all other train operating companies for you, your spouse/partner, and dependents.
- 8 Friends and Family Day passes to gift per annum on our network.
- A 24/7 Virtual GP service for you and your household.
- Our Employee Assistance Programme (EAP)- A confidential employee benefit that supports you with personal or work-related issues affecting your home life, work life, health, or wellbeing
- Our cycle to work scheme with Evans Cycles.
- A retail discount portal- offering savings, discounts and cashback at over 800 retailers and restaurants.
Due to the volume of applications we receive, the advert may close earlier than the published closing date. Please submit your application as soon as possible to avoid missing out. As an inclusive employer, we welcome applications from all backgrounds and ensure no‑one receives less favourable treatment on the grounds of age, disability, gender, race/ethnicity, religion, belief and sexual orientation. Applications will be considered from colleagues with 6 months experience, after completion of their probationary period and a full check of absence and disciplinary records.
Customer Service Assistant - Booking Office in Birmingham employer: WM Trains Limited
As a Midlands Rail Hub Service Development Manager, you will join a forward-thinking team in Birmingham that prioritises collaboration and innovation. Our company offers a supportive work culture with a strong emphasis on employee growth, providing access to extensive training and development opportunities. With competitive benefits including a defined benefit pension, free travel for you and your family, and a commitment to your wellbeing, we strive to create a rewarding environment where you can thrive both personally and professionally.
