Customer Service, Lounge Host and Dispatch

**Salary**:

- £26466 per annum pro rata (£14.49 per hour)

**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 deliver a wide range of services to our customers, from being the first and last point of contact in a customer's journey, 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 are delivered 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?**

The S4 Lounge Host is responsible for leading and co-ordinating all aspects of the Sleeper Lounge operation, delivering the highest standard of customer service and presentation of the lounge operation whilst on duty, you will also ensure that station activities, including the dispatching of train services are completed safely and punctually. The postholder will provide information and assistance to customers and ensure that the station environment is kept to the highest of standards. This is a challenging multitask role that demands great flexibility, and an ability to respond to the ever-changing demands of a busy railway station, working solo and as part of the wider station team.

**Your main responsibilities will be**:

- Providing excellent customer service to Sleeper and First Class Lounge users at Penzance
- The safe and timely dispatch of train services at Penzance
- Ensure the cleanliness of the Lounge and wider station environment is at the highest standard at all times
- Work as part of a team to provide assistance and information to customers.

**You'll need to be**:

- You must have a flexible approach, and a proven ability to deliver excellent customer service
- You must have good communication skills and be able to work on your own initiative
- Experience of working in a customer service environment is essential
- You must have the ability to be able to deal with multiple tasks and prioritise

**As a minimum, you will need to have**:

- Previous experience of establishing relationships with customers
- For this position you must be able to demonstrate excellent customer service and communication skills.
- Effective team working, the ability to remain calm under pressure, numeracy skills and the ability to follow rules and procedures

**About the location?**

Penzance is a terminus Station on the Great Western Network within Cornwall. It has good transport links to the surrounding area.

**Working pattern?**

Lounge Hosts at Penzance work on a three-week rolling roster which includes an early and late shift. Shifts include Mon - Fri 0630-1445 on the early shift and 1415-0000 on the late shift, Sat 0630-1630 and Sun 1630-2330.

**Additional information?**

This is a part time role rostered to work 33 hours per week.

Successfully short listed applicants will be invited to undertake an online ability test, and competency based interview. If you are successful, you will be required to meet the medical standards for this role, including colour vision test, and drugs and alcohol screen. A Basic DS is also required.

**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 provide flexible working options; we recommend that you refer to each vacancy descr