Customer Host

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

Job summary

A leading train service provider in the UK is seeking a Lead Customer Host to deliver exceptional onboard customer experiences. In this role, you will lead a team, ensure high service standards, and positively represent the company. Candidates with strong communication and frontline service experience are encouraged to apply. This position offers comprehensive training, a competitive salary, and excellent benefits, including free rail travel.

Benefits

Free rail travel

Pension

Healthcare plan

Discounts

Qualifications

• Experience of delivering front line customer service.
• Strong numeracy and literacy skills appropriate to the role.
• Exceptional communication and people skills.

Responsibilities

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

Skills

Customer service experience

Teamwork

Communication skills

Numeracy and literacy

Job description

Are You Ready to Lead On Board Customer Experience?

Do you thrive in a fast pacedenvironment where every day is different?

Are you passionate about delivering a world classcustomer 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

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

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 celebratediversity and to provide equal opportunities for everyone, regardless of age, gender, LGBTQIA, ethnicity, religion, or disability.