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Ticket Examiner (Seasonal) (9190)

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

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.

About the job

The purpose of the role is to protect the revenue of the company, and the rail industry as a whole, by ensuring all customers travel with a valid ticket for their journey.

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
  • 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 and at stations
  • Undertake revenue protection activities around special events.
  • Issue Penalty Fares to customers where appropriate, in accordance with The Railways (Penalty Fares) Regulations 2018
  • To 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, ensure that a safe, pleasant and clean train environment is maintained and meets GWR service standards

About you

You'll need to be:

    • Enthusiastic, positive and passionate about delivering outstanding customer service
    • Flexible, with the ability to work a variety of shifts including weekends and bank holidays, and 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



As a minimum you'll 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

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.

About the location:

The role is based at Exeter St David's station and parking is available. The station is approximately a 10 – 15 minute walk from the city centre. There is the usual range of catering outlets at the station. You will be required to travel extensively across the network when working on trains and will also visit other stations for revenue blocks and special events.

Working Pattern:

The role is for 20 hours a week covering a variety of shifts and includes weekend work. The main time you will be working is over the summer period from May to the end of September. There will also be some very late finishes, particularly when covering special events in the area.  

Additional Information:

You must live within a maximum of one hour's travelling time from the depot and be able to get to and from work for early starts and after late finishes. Shifts may start as early as 05:00; latest finishing times may be after midnight. This is a part time role working 5 days per week; you should have a flexible approach to your working hours, with the requirement to help at special events and provide excellent customer service during our busy summer periods in the South West. You must have the ability to work using your own initiative, often unsupervised, and be able to maintain a professional image and comply with the high standards of the West Revenue Protection Team.

You will be required to wear the uniform provided, to the standard required, including safety shoes.

Please note that the training is full-time over three weeks.

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.

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Exeter St David's
Bonhay Road, Exeter, Devon, England, EX4 4NT
  • Ref:
  • Company:
    Great Western Railway (GWR)
  • Website Skillset:
    Customer Service
  • Contract Type:
    Permanent - Part Time
  • Full Time / Part Time:
    Part Time
  • Contracted Hours:
  • Location:
    Exeter St David's
  • Closing Date:
    24 March 2019
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