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Customer Service

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 customer numbers and satisfaction. Whether you join us in a contact centre or work directly with our customers, 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 some 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 a customer service that’s second to none. And go the extra mile to put smiles on the faces of our customers and provide a brilliant experience every day.

Station Teams

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, you’ll find just one person multi-tasking, selling tickets and helping our customers on their way. Wherever we’re based it’s up to us to help our customers 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 all kinds of customers. 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.

Dispatchers
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.

Gateline
At larger train stations, we check tickets and passes when our customers come in and out of the station. We stop fare evaders, provide a warm welcome, make people feel secure and help customers to quickly go on their way.

On Board

As well as our train drivers, our trains have a bigger team on board who put the needs of our customers 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.

You’ll ideally have some experience of working directly with people in a retail or customer service environment. Positive, friendly and resilient with a keen attention to detail, you should have a real passion for providing the very best service. As our trains run 24/7, you must also have a flexible approach too.

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.

Customer Hosts
Working in the buffet car. Providing an at-seat restaurant service. Selling drinks and snacks from our trolley. Helping out in the role of a support host. This role offers plenty of variety. And you’ll deliver a great customer service whatever you do. You can also expect lots of customer interaction, as well as all kinds of training from emergency procedures to Food Safety and Hygiene. So, you’ll need a flexible approach and to be willing to learn new things. 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.

What's it like: Customer Service

Harprit

Customer Ambassador

"Working for Great Western Railway is a nice family atmosphere. People are there to help you and they do help you."

Harprit

Customer Ambassador

Michelle

Travel Advisor

"The station team all work together and get on as a great support network."

Michelle

Travel Advisor

Lynne

Customer Host

"The company has supported me when there's been difficult days. You just need someone to welcome you back to the station and set you off on the right foot."

Lynne

Customer Host

Mirko

Conductor

"TransPennine Express offers lots of career progression and has been a fantastic place to start my career."

Mirko

Conductor

Graham

Customer Sales Advisor

"From the day you start, everyone's very welcoming. When I was training in Paddington. people who I'd never met before came up to say hello."

Graham

Customer Sales Advisor

Dwayne

Customer Services Manager

"I really like the enthusiasm and passion that we've got here for making a difference to customers."

Dwayne

Customer Services Manager

Dave

Revenue Protection Assistant

"Working for TransPennine Express whilst I complete my degree has convinced me to work here full time once I graduate."

Dave

Revenue Protection Assistant

Kevin

Customer Services Assistant

"You support your family and you should do the same at work. You support your friends, your colleagues and you even support the customers who come in and out."

Kevin

Customer Services Assistant

Caroline

Administrator

"Family is everything to me. When you're working with the same people 5 days a week, you trust them and form a family."

Caroline

Administrator

Pamela

Customer Service Delivery Assistant

"I really enjoy helping people and providing information to customers travelling with TransPennine Express."

Pamela

Customer Service Delivery Assistant

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