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Customer Service Representative

2 months ago

Exeter, Devon, United Kingdom Great Western Railway (GWR) Full time
About the Role

We are seeking a highly motivated and customer-focused individual to join our team as a Gateline Assistant. As a key member of our station team, you will be responsible for providing exceptional customer service and ensuring a smooth and efficient experience for our passengers.

Key Responsibilities
  • Customer Service: Deliver a high level of service to customers, responding to their queries and resolving any issues in a professional and courteous manner.
  • Ticketing and Barrier Operations: Assist with the day-to-day operation of the automatic ticket barriers, ensuring they are functioning correctly and efficiently.
  • Security and Safety: Ensure customer security and respond to any safety issues that may arise, following established procedures and protocols.
  • Customer Enquiries: Respond to customer enquiries and provide information on train services, fares, and other related matters.
  • Station Appearance: Ensure the professional appearance of the gateline area, including clearing rubbish and maintaining customer walkways.
  • Ticket Sales: Sell tickets via a mobile ticket machine and process associated accountancy tasks.
Requirements
  • Customer Service Skills: Provide excellent customer service, remaining calm and composed under pressure.
  • Communication Skills: Proactively communicate and liaise with customers, colleagues, and other business partners.
  • Teamwork: Work effectively as part of a team, supporting colleagues and contributing to a positive and inclusive work environment.
  • Problem-Solving: Respond, record, and react to safety issues that may compromise customer safety.
  • Adaptability: Be flexible and adaptable, working to strict procedures and protocols.
Working Arrangements

This role involves working shift patterns, including weekends and bank holidays. The earliest start time is 05:45, and the latest finish time is 23:00.

What We Offer

As a member of our team, you will enjoy a range of benefits, including comprehensive training, a defined benefit pension scheme, free rail travel across the GWR network, and an employee assistance program.