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Customer Host - Paddington (010325)

Job Type: Permanent/Full Time

Salary: £21,525 rising to £28,700 after 6 months' probation plus £3,120 London allowance

Who we are:

GWR is the proud custodian of one of the most prestigious railway networks in the world. Our services call at over 275 stations, stretching across the South West of England.

We aim to transform the way people think about rail travel by setting a new standard – a better experience for our customers. Together we will restore the railways as a very special way to travel – relaxing, fast, efficient, friendly and fun.

About the team

You will be working as part of a large team of colleagues providing customer service from the catering department on board our services which travel though the network from Penzance all the way to London Paddington. At Paddington we are on the busiest end of our network so you will be dealing with vast number of customers- leisure travellers as well as regular commuters. You will be providing the support to the rest of the team i.e. Train Managers, revenue and platform staff to ensure the customers enjoy every step of their journey. You will also work aside other Catering departments from stations along our network.

About the job

You will be working on board our fleet of trains, travelling along our network providing hot and cold refreshments, using different tools such as Trolleys and Atlas Carts. You will be providing a service to our First-Class travellers and throughout the train to ensure all our Customers have the opportunity to purchase something from our wide range of products which are specially picked from the regions near the railway. You will also assist the staff on board alongside you to ensure our passengers have first class customer service that they deserve such as information about connections, delays or station stops, luggage assistance or meet and greet

What you'll be doing

Your main responsibilities will be:

  • To be an ambassador for Great Western Railway by delivering the best customer experience and a safe journey
  • To welcome customers and assist them with their journey, providing information and customer care at all times, but especially when the service is disrupted
  • To provide an at-seat service of complimentary items and to take orders and deliver items sold to customers travelling in first class
  • To provide an at seat trolley service to standard class customers, selling hot and cold drinks, a range of sandwiches, snacks and other items
  • To order stock and ensure correct stock rotation and attractive display of items
  • To maintain a clean, hygienic and pleasant environment 

About you

You'll need to be:

  • Passionate about delivering outstanding customer service
  • Flexible, with the ability to work a variety of shifts including weekends and bank holidays
  • Comfortable working in a strictly regulated environment
  • Proactive with a “can do” attitude 
  • As a minimum you'll need to have:
  • An understanding of customers' needs
  • Sales experience
  • Excellent communication skills
  • The ability to build relationships and work as part of a team
  • Experience of front line customer service, ideally gained in Retail or Hospitality or experience of working as airline cabin crew is desirable


  • Working Pattern:
  • Shift working which will either be starting very early in the morning or finishing late in the evening/ These are subject to change.
  • About the location:
  • Paddington Station is in the heart of London with great transport links to airports, underground as well as other railway lines. Plenty of shops, pubs and hotels are located within the Station and has popular cafés and eating places such as Starbucks, Bar Burrito or Yo Sushi just to mention a few.
  • 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, childcare vouchers and an Employee assistance programme.
  • Additional Information: 
  • You will be required to wear the uniform provided, to the standard required, including safety shoes.
  • You must live within a maximum of one hour's travelling time from the station and be able to get to and from work for early starts and after late finishes.

The more varied our workforce, the broader the expertise within our organisation. And the broader our expertise, the greater our chances of innovation and success. That's why we're committed to equality of opportunity, diversity and inclusion at every level.

If you share our passion for the railway then we would love to hear from you.





Close map
London Paddington Station
Praed Street, London, England, W2 1FT
  • Ref:
  • Company:
    Great Western Railway (GWR)
  • Website Skillset:
    Customer Service
  • Contract Type:
    Permanent - Full Time
  • Full Time / Part Time:
    Full Time
  • Contracted Hours:
  • Location:
    London Paddington Station
  • Closing Date:
    17 June 2019
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