To join us in customer service, you must love helping people. You’ll need to be able to get on with everyone you meet and provide a fantastic service with a smile whatever the weather or time of day. Someone your customers and colleagues can always rely on, you must be a great communicator who can think on your feet, take action to resolve problems and look after all those small details that make a big difference.
Customer service is at the heart of everything we do. And we’re up there with the best of them when it comes to passenger numbers and satisfaction. Whether you join us in a contact centre or work directly with passengers, you should always seek to exceed expectations, make sure our customers feel valued and talk to them in a natural, clear and straightforward way. You’ll also need to be a good listener. After all, their thoughts and feedback will help us to do things even better in the future. If you’ve the friendly and helpful personality we’re looking for, we’ll provide all the training you need. We’ll even help you gain customer service qualifications at our training academy.
Our customer service teams cover everything from station teams, revenue protection and communications to security, service quality, distribution and estates & facilities. Whatever your role, you should share our passion for delivering customer service that’s second to none and going the extra mile to put smiles on the faces of our passengers and provide a brilliant experience every day.
We’ve hundreds of train and bus stations of all shapes and sizes across the UK. Some have large teams of people in a range of roles to make sure everything runs smoothly. At others, we’ll have just one person multi-tasking, selling tickets and helping our customers on the way. Wherever we’re based it’s up to us to help our passengers get their journeys off to the best start possible.
Ticket Office Team
Most customer journeys will start with you at one of our Ticket Offices. So, whether it's a leisurely afternoon or the manic morning rush hour, you’ll need to be able to make a good impression and provide a quick, high quality service to a diverse range of passengers. Wearing your uniform with pride, you must be able to get to grips with a variety of different tickets and provide information about our journeys, prices and the local area too.
Totally focused and always on the ball, you’ll send our trains on their way and make sure that our customers get to their destination safely. A great communicator, you’ll stay in constant touch with our signallers and provide clear and accurate information. Working outdoors in all weathers at all times of the day, you’ll also answer queries, resolve problems and provide a reassuring and sympathetic ear. Self-motivated and well organised, you should be someone who sticks to the rules, thinks quickly on your feet and can arrange alternative transport where needed.
At larger train stations, we check tickets and passes when our customers come in and out of the station. We prevent fare evaders, provide a warm welcome, make people feel secure and help passengers to quickly get on their way.
As well as our train drivers, our trains have a wider team on board who put the needs of our passengers at the heart of everything they do. Based at different train stations throughout the UK, our Customer Hosts, Conductors and Train Managers work all kinds of shifts to make our journeys as safe and as comfortable as possible.
Join us on board and no two days will ever be the same. Which is as satisfying as it sounds challenging. Talking to customers face-to-face on our busy services, you’ll make sure everyone on board has the right tickets and deal with a variety of situations from lost luggage to service disruptions. On some journeys you’ll be part of a bigger team and on others the train driver will be your only other colleague on board, so you must be able to work on your own initiative.
Ideally with some experience of working directly with people in a retail or customer service environment, you’ll need to be positive, friendly and resilient with a keen attention to detail and a real passion for providing the very best service. As our trains run 24/7, you must also have a flexible approach.
Train Managers & Conductors
As soon as a customer gets on one of our trains, it will be up to you to make sure they feel welcome, comfortable and safe. Always providing a prompt, polite and professional service, you’ll deal with delays, ticketing issues and all kinds of unforeseen problems that can disturb our customers on their journey. And this is where you’ll really come into your own. Ready for any challenge at any time of the day, you’ll make safety and meeting the needs of your customers your number one priority.
Whether you’re working in the buffet car, providing an at-seat restaurant service, selling drinks and snacks from our trolley or helping out in the role of a support host – you’ll deliver a great service to our passengers. And you can expect lots of variety and customer interaction, as well as training in everything from emergency procedures to Food Safety and Hygiene. So, you’ll need a flexible approach and a willingness to learn. But most of all, you must be a confident communicator who can understand the needs of your customers and colleagues and put everyone at ease.