GWR is the proud custodian of Brunel's railway - one of the most prestigious networks in the world, with 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 to Bristol, South Wales and 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 to make it a great experience for our customers. Together, we will restore the railways as a very special way to travel.
Who's in the team?
As an integral part of our on-board teams, you will deliver a world-class customer experience to our customers – helping us deliver our vision of revaluing rail in the hearts and minds of the travelling public. You will be working closely with our Conductors and Train Managers as well as colleagues based at stations and our Revenue Protection Inspectors.
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As a Ticket Examiner, you will liaise with colleagues throughout the journey and will ensure the safety of everyone using GWR services. The purpose of the role is to check that all customers have a valid ticket for their journey. You will be able to adapt to new people, new places and new situations. We are proud in GWR to share a common set of values – these help us deliver for our customers, drive business growth and serve our communities. Working on board our trains, you will clearly demonstrate these behaviours and attitudes.
What are the responsibilities?
- To be an ambassador for Great Western Railway by delivering the best customer experience and a safe journey
- To sell a wide range of tickets, offering the most appropriate product to suit the customer's requirements, and undertake a full inspection of tickets and railcards on trains
- Undertake revenue protection activities around special events
- Issue Penalty Fares to customers where appropriate, in accordance with The Railways (Penalty Fares) Regulations 2018
- To welcome customers and assist them with their journey, providing information and customer care at all times, but especially when the service is disrupted
- Whilst walking through the train, ensure that a safe and clean train environment is maintained
- Enthusiastic, positive and passionate about delivering outstanding customer service.
- Flexible, to adapt to business needs.
- Comfortable working in a strictly regulated environment.
- Proactive with a “can do” attitude.
- Able to work effectively when under pressure.
- Confident to have conversations that may be challenging.
What will I need?
- An understanding of customers' needs
- Excellent communication skills
- The ability to build relationships and work as part of a team
- Experience of front-line customer service
- The resilience and fortitude of mind to remain calm and professional in confrontational situations
This position is based at Bristol Temple Meads station and this is where you will start and end your shifts, but you will mainly be working on board our trains.
What else do I need to know?
You must live within a maximum of 60 minutes' travelling time of the depot.
Please note that the training is full time (35 hours per week) and lasts three weeks.
The Reward
As well as a great team environment and comprehensive training, all GWR colleagues enjoy a range of benefits including defined benefit salary pension scheme, free rail travel across the GWR network, company-sponsored health care plan, discounted shopping and an employee assistance programme.
The basic salary during probation is £19,906 pro rata, rising to £23,181 pro rata after probation. Additionally, you will earn commission on the ticket sales you make.
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.
https://exceptionalindividuals.com/neurodiversity/
https://www.healthassured.org/blog/neurodiversity/
