Who are you?
You are organised and efficient and able to cope with repetitive tasks under pressure at times. 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.
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Main things you'll deliver
Often the first port of call for our customers, whether that be for information, or to buy a ticket, your job is to make sure the customer has everything they need to travel confidently by train.
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.
[for single-staffed stations] 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 station and making sure it meets the quality and safety standards our customers expect. Whether this be checking everything is working and safe, to clearing up rubbish, or providing a helping hand to a customer, you are the face of SWR and can make a difference to someone's day.
To help you deliver great customer service we will give you the tools for the job. These will range from the smart technology you will need to offer the best possible up to the minute information about our services to the outstanding training programme that will give you the knowledge to provide customers with the correct ticket for their journey and a Level 2 Customer Service Practitioner Apprenticeship which will complement the skills you already have by giving you a real vocational qualification.
Maintain ticket stocks, stationery and stores to meet needs, placing orders as required.
Take the lead in all areas of retailing for the station, leading by example and providing information and support to team members working within the ticket office.
Coordinate tasks in the ticket office, working with the team to ensure that windows are operational, stocks are complete, cash and safe checks are made, faults are investigated and customer information (e.g. leaflets and posters) are available and up to date.
Working hours
Our customers need us all day, every day (except Christmas day) and as part of the stations team, you'll need to able to work shifts at all times of the day and on every day of the week.
Working an average of 37 hours per week.
Early turns have a start time ranging between 05:30 and 07:00, late turns have a start time ranging between 11:15 and 14:00 with the latest finish being 2215. Rotating Rest Day. May be required to work at locations across the Metro Region so having access to a vehicle is essential.
Other important information
Because we always need to be alert, we have very strict requirements around drugs and alcohol and you will need to pass a medical checking your general health. You will also need to be able to complete a number of assessments that make sure you are the right person for this varied yet demanding role in delivering great journeys for our customers.
In return we offer a competitive salary and a variety of valuable benefits including free duty and leisure travel on SWR services for employee, free leisure travel for spouse/partner and dependants (criteria dependant) , 75% discount on many other train operating companies, a range of retail benefits and an excellent pension scheme.
Applicants who require a visa, must have at least 6 months remaining at the time of their appointment.
At SWR we believe our people are our greatest asset.
Our vision is to recruit and retain the best talent from the most diverse pool of candidates across our regions.
We are committed to establishing a sense of inclusion for all and to value each person for the unique contribution they bring
