Customer Host

FirstGroup; Swansea; On-site; GBP 27,000 - 36,000; Full time

Benefits offered by this job

Free rail travel

Pension

Healthcare plan

Discounts

Job summary

GWR in the UK is seeking a Lead Customer Host to lead the on-board hospitality team and deliver outstanding service to our customers. You will be the face of our onboard experience, guide colleagues, and ensure every journey is memorable.

We offer substantial training, a clear progression path, and benefits including free rail travel, a pension, a healthcare plan and more. You must be flexible to work weekends and holidays.

Qualifications

• Experience delivering frontline customer service.
• Experience working as part of a team.
• Strong communication and people skills.
• Good numeracy and literacy for role.
• Ability to deliver a world class customer experience.
• Knowledge of GWR products and fares or willingness to learn.

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
• Communicate updates and manage customer expectations, particularly during disruption
• Ensure safety and security procedures are followed at all times
• Maintain stock levels and manage on board product displays
• Be a positive ambassador for GWR

Skills

Frontline customer service

Teamwork

Communication skills

Numeracy

Literacy

Decision making

Knowledge of rail products

Knowledge of timetables/fares

Job description

Who are we?

GWR is the proud custodian of Brunel's railway - one of the most prestigious networks in the world. We have some of the newest trains in the country and exciting plans to extend our services. With more than one hundred million passenger journeys each year, we carry people to over 275 stations in the South West, from Cornwall and South Wales to London, passing through beautiful country and some of the UK's top tourist destinations.

We are transforming the way people think about train travel, empoweringour team of over 6,000 people from all different backgrounds to make it a great experience for our customers. Together, we will revalue rail as a very special way to travel – relaxing, fast, efficient, friendly and fun.

This advert is for future opportunities. Recruitment timelines may be longer than unusual as we are currently building our talent pool.

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 aLead 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: £27,292 (first six months), rising to £35,705 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 on board 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 locationsmay be required.

You will need to live within 45 to 60 minutes of the station for this role.

What We Are Looking For (MinimumCriteria)

• 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

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.

We all belong at GWR.

This is our vision for providing an inclusive environment for all our colleagues, ensuring all candidates have an equal opportunity to access meaningful employment.

We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.

We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.

We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.

If you require additional support to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.

INGWR