Customer Host

Great Western Railway (GWR); Bath; On-site; GBP 26,000 - 35,000; Full time

Job summary

A leading train service provider is seeking a Lead Customer Host to join their On-Board Catering team in Bath. This role involves delivering exceptional customer service, supporting colleagues, and ensuring high standards of hospitality. No formal qualifications are required, as full training will be provided. Ideal candidates will have front line customer service experience, strong communication skills, and the ability to work flexible shifts including weekends.

Benefits

Salary: £26,344.00 rising to £34,464.00 after training

35 hours per week including weekends

32 days annual leave

Free rail travel

Healthcare plan and pension

Qualifications

• Experience of working as part of a team.
• Experience of working within a regulated industry or following set guidelines and procedures.
• Understanding of customer needs and expectations.

Responsibilities

• Deliver an exceptional on board customer service experience.
• Lead and support On Board Hosts, ensuring high standards of presentation and service.
• Operate EPOS systems and handle cash responsibly.

Skills

Experience of delivering front line customer service

Exceptional communication and people skills

Strong numeracy and literacy skills appropriate to the role

Ability to deliver a world class customer experience

Job description

THIS ADVERT IS TO REGISTER YOUR INTEREST ONLY – WE DO NOT CURRENTLY HAVE ANY LIVE ROLES

If successful, your start date will be from April 2026 onwards, with talent pooling and interviews taking place until then.

Are You Ready to Lead On Board Customer Experience?

Do you thrive in a fast paced environment where every day is different? Are you passionate about delivering a world class customer experience and leading others to do the same? If you are confident in your communication, can think quickly to resolve challenges, and take pride in creating memorable experiences for customers, this could be the perfect opportunity for you.

Join Us as a Lead Customer Host

We are looking for enthusiastic Lead Customer Hosts to join our On-Board Catering team. In this exciting role, you will take the lead in delivering outstanding hospitality to our customers, ensuring our on board service exceeds expectations every time. You will be the face of GWR hospitality, supporting colleagues, taking initiative, and making every journey special.

What's in It for You?

• ⭐ Salary: £26,344.00 (first six months), rising to £34,464.00 on completion of training and probation
• ⭐ Hours: 35 per week, inclusive of weekends and bank holidays
• ⭐ Annual Leave: 32 days per year
• ⭐ Comprehensive Training: Your journey with us begins with thorough training to set you up for success. Depending on your previous experience and any training you have already completed, our Training Team will provide a personalised plan before your first day. Once in the role, our Onboard Services Peer Training Team will support you as you settle in and continue to develop.
• ⭐ Excellent Benefits: Free rail travel, pension, healthcare plan, discounts and more

What You Will Do

• ✅ Deliver an exceptional on board customer service experience
• ✅ Lead and support On Board Hosts, ensuring high standards of presentation and service
• ✅ Operate EPOS systems and handle cash responsibly
• ✅ Communicate updates and manage customer expectations, particularly during disruption
• ✅ Ensure safety and security procedures are followed at all times
• ✅ Maintain stock levels and manage onboard product displays
• ✅ Be a positive ambassador for GWR

Working Pattern

You must be flexible and able to work shifts, including early mornings, evenings, weekends and bank holidays. Travel between locations may be required. You will need to live within 45 to 60 minutes of the station for this role.

What We Are Looking For (Minimum Criteria)

• Experience of delivering front line customer service
• Experience of working as part of a team
• Experience of working within a regulated industry or following set guidelines and procedures
• Strong numeracy and literacy skills appropriate to the role
• Exceptional communication and people skills
• Ability to deliver a world class customer experience
• Understanding of customer needs and expectations
• Ability to make confident decisions within given authority
• Knowledge of GWR products and conditions of sale or willingness to learn.
• Knowledge of railway timetables and fares or willingness to learn.

No formal qualifications are required, full training is provided.

What to Expect

After submitting your application: You may be asked to complete an online assessment. Shortlisted candidates will be invited to an assessment centre, including group activities to showcase customer service skills. If successful, you will move on to a one to one interview with the hiring team. This may take place on the same day or be scheduled for another date.

Final stage: medical assessment including drugs and alcohol testing and a basic DBS check.

Ready to join our team?

Apply today and start your journey with GWR!

Our Commitment to Inclusion

We all belong at GWR. We are proud to celebrate diversity and to provide equal opportunities for everyone, regardless of age, gender, LGBTQIA, ethnicity, religion, or disability.