Customer Service Representative

3 weeks ago


London, Greater London, United Kingdom FirstGroup Full time

About the Role

As a Customer Service Representative at FirstGroup, you will be the first point of contact for our customers at various train stations across South West London and the surrounding areas. Your primary responsibility will be to ensure that all travellers have the correct ticket for their journey and are able to navigate the station safely.

Your Key Responsibilities

  • Provide excellent customer service to all passengers, answering queries and resolving issues in a professional and courteous manner.
  • Ensure the safe operation of ticket gates and manage the flow of customers through the gates during busy times.
  • In the event of disruption, you will be instrumental in helping direct customers, keeping them safe and informed.
  • You'll keep customers updated about their journeys in your face-to-face interactions and importantly bring your own personality along to make it a truly personal welcoming experience for our customers.
  • As your experience grows, you will become the font of all knowledge about not only the customer's SWR journey, but about key destinations, attractions and London transport.
  • You will need to be flexible in your approach and not afraid to get stuck in with a variety of tasks as you are responsible for your part of the station and making sure it meets the quality and safety standards our customers expect.

The Ideal Candidate

We're looking for someone who is organised, efficient and able to cope with repetitive tasks under pressure. You love people, you are a great communicator and can talk to anyone and are passionate about doing the right thing – nothing is too much trouble. You are alert and flexible in your approach to tasks and the day, or night, ahead.

Working Pattern

You will need to be able to work shifts at all times of the day and on every day of the week, including early, late and weekend shifts. On average you will work 17 hours across 2 days per week, including Friday and Saturday late shift, 1330 to 2200.

The Reward

In return we offer a competitive salary, approximately £25,000 per annum, and a variety of valuable benefits, including:

  • Free duty and leisure travel on SWR services for employees
  • Free leisure travel for spouse/partner and dependants (criteria dependent)
  • 75% discount on many other train operating companies
  • Full training and support with development
  • LARGE range of exclusive retail offers
  • Excellent pension scheme


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