bank examiner London, England
Job description
Who are we?
GWR is the proud custodian of Brunel's railway - one of the most prestigious networks in the world and with 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 to Bristol, South Wales and 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 to make it a great experience for our customers. Together, we will restore the railways as a very special way to travel. It's an exciting time to join us!
About the team:
As an integral part of our on-board teams, you are responsible for delivering a world-class customer experience to our customers – helping us deliver our vision of revaluing rail in the hearts and minds of the travelling public. You will be working closely with our Conductors and Train Managers as well as colleagues based at stations and our Revenue Protection Inspectors.
What is the job?
As a Ticket Examiner, you will liaise with colleagues throughout the journey and will ensure the safety of everyone using GWR services. The purpose of the role is to check that all customers travel with a valid ticket for their journey. You will be able to adapt to new people, new places and new situations. We are proud in GWR to share a common set of values – these help us deliver for our customers, drive business growth and serve our communities across the West. Working on board our trains, you will clearly demonstrate these behaviours and attitudes.
What will I be doing?
- You'll be an ambassador for Great Western Railway by delivering the best customer experience and a safe journey
- You will sell a wide range of tickets, offering the most appropriate product to suit the customer's requirements, and undertake a full inspection of tickets and railcards on trains, both local and inter-city services, and at stations
- Undertaking revenue protection activities around special events
- Issuing Penalty Fares to customers where appropriate, in accordance with The Railways (Penalty Fares) Regulations 2018
- You'll welcome customers and assist them with their journey, providing information and customer care at all times, but especially when the service is disrupted
- Whilst walking through the train, you will ensure that a safe and clean train environment is maintained and meets GWR service standards.
Does this describe you?
- Enthusiastic, positive and passionate about delivering outstanding customer service
- Flexible, with the ability to work a variety of shifts including weekends and bank holidays, early starts and late finishes
- Comfortable working in a strictly regulated environment
- Proactive with a “can do” attitude
- Able to work effectively when under pressure
What do I need to have?
- An understanding of customers' needs
- Excellent communication skills
- The ability to build relationships and work as part of a team
- Experience of front-line customer service
- The resilience and fortitude of mind to remain calm and professional in confrontational situations
About the location:
This position is based at Paddington station and this is where you will start and end your shifts. The station has a range of food and other shopping outlets as well as good transport links. There is no car parking available.
Working Pattern:
This role will require you to work a variety of shifts which will include early starts and late finishes as well as weekends and bank holidays.
Additional Information:
You must live within a maximum of 60 minutes' travelling time of the depot.
The basic rate of pay during your probationary period is £19,906 rising to £23,181 on completion of your probation. In addition, you will earn commission on your ticket sales.
The Reward
As well as a great team environment and comprehensive training, all GWR colleagues enjoy a range of benefits including defined benefit salary 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 all belong at GWR. This is our vision for providing an inclusive environment for all our colleagues, ensuring all candidates have an equal opportunity to access meaningful employment.
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 description for further details.
If you require additional support to complete your application due to a disability or neurodivergent condition such as dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.
https://exceptionalindividuals.com/neurodiversity/
https://www.healthassured.org/blog/neurodiversity/
