Customer Service

1 week ago

Torquay, Torbay, United Kingdom Great Western Railway Full time
**Salary - £27,839 per annum

Who are we?
GWR is the proud custodian of Brunel's railway - one of the most prestigious networks in the world. We have 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 and South Wales to 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 of over 6,000 people from all different backgrounds to make it a great experience for our customers.

Together, we will revalue rail as a very special way to travel - relaxing, fast, efficient, friendly and fun.

About the team?


The stations team delivers a wide range of services to our customers, from being the first and last point of contact in a customer's journey, selling and checking tickets, making sure our customers know where to go, helping them to board and alight services, providing information and help to make the customer experience one to remember.

The team is responsible for providing a safe and secure environment, delivering the safe and efficient dispatch of trains and ensuring that all the services provided at the station deliver to the highest standards.

Working in a busy and challenging environment, the stations team work tirelessly to ensure a great customer experience is delivered, even when things go wrong.


About the job?
As an S7 at Paignton you will have a multifunctional role. Predominately you will ensure that station activities including the dispatching of train services are completed safely and punctually. Provide information and assistance to customers and ensure that the station environment is kept to a high standard.


You will confidently and impartially sell the full range of tickets and services, including processing high volumes of sales, ensure that customer requirements are met and exceeded.


Your main responsibilities will be:

  • Providing the highest level of customer service and being dedicated to customer needs
  • Accurately and impartially selling the full range of products and services to our customers in a friendly, professional and efficient manner Maximising opportunities for increased sales at ticket offices by adopting selling techniques and offering enhanced products to customers
  • Carrying out routine maintenance and cleaning of ticket machines and IT equipment
  • Accurately completing all accountancy and other associated documentation
  • Ensuring the safe and punctual departure of trains from the station, following correct dispatch procedures
  • Providing information and assistance to customers
  • Ensuring the safety of customers, staff, visitors and contractors is given the highest priority
  • Maintaining a safe, pleasant and clean station environment
  • Providing cover at Torre Station during the afternoon peak to assist school children boarding at the station
  • Providing relief cover for Goodrington Yard in emergencies, including operation of the barriers and pulling points.

You'll need to be:

  • Able to deliver extraordinary front line customer service
  • Able to understand customer requirements and expectations
  • A selfstarter with a can do attitude
  • Confident when decisionmaking
  • Calm yet directive in a crisis
  • Able to work to strict procedures

As a minimum you will need to have:

  • The ability to work as part of a team or independently
  • Evidence of numerical ability
  • Attention to detail
  • Strong verbal and written communication skills
  • An ability to multitask well.

Location?
Paignton is a busy station in South Devon. It has good transport links to the surrounding area.

During the busy holiday periods due to its proximity to many popular tourist locations and venues will see large numbers visit this station.

Own Transport is necessary due to the start and finish times of shifts being outside of train running times.

Working pattern?
The role requires shift working 7 days a week on a rolling roster pattern including Sundays and Bank holidays.

Additional information?

The Reward?


As well as a great team environment and comprehensive training, all GWR colleagues enjoy a range of benefits including on-going development, defined benefit pension scheme, free rail travel across the GWR network for you and your family, company-sponsored health care plan, discounted shopping and gym membership and an employee assistance programme.

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 provi

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