Customer Sales Advisor

FirstGroup Internal; Bourne End; On-site; GBP 60,000 - 80,000; Full time

Job summary

A major transportation company is seeking a dedicated Customer Service Agent at Bourne End station. This role involves selling tickets, providing exceptional customer service, and working independently. Applicants should possess strong communication skills, attention to detail, and cash handling experience. The position requires shift work over an average of 35 hours per week, ensuring a proactive and efficient service during peak hours.

Qualifications

• Must work independently and demonstrate numerical ability.
• Attention to detail and strong communication skills are essential.
• Previous cash handling experience required.

Responsibilities

• Provide high-level customer service and respond proactively to needs.
• Sell tickets accurately and professionally.
• Maintain ticket machines and complete documentation.

Skills

Exceptional front-line customer service

Understanding customer requirements

Lone working capability

Decision making

Calm under pressure

Following procedures

Job description

About the team

The stations team delivers a wide range of services to our customers, from being the first and last point of contact in a customer's journey, selling and checking tickets, making sure our customers know where to go, providing information and help to make the customer experience one to remember. The station team is responsible for providing a safe and secure environment, delivering a prompt service so customers allowing them to catch their trains without delay, and ensuring that all the services provided at the station are delivered to the highest standards. Working in a busy and challenging environment, the stations team work tirelessly to ensure a great customer experience is delivered, even when things go wrong.

About the job

You’ll confidently and impartially sell the full range of tickets and services, including processing high volumes of sales, and ensuring that customer requirements are met and exceeded.

Responsibilities

• Providing the highest level of customer service and being proactive to customer needs
• Accurately and impartially selling the full range of products and services to our customers in a friendly, professional, and efficient manner
• Maximising opportunities for increased sales at ticket offices by adopting selling techniques and offering enhanced products to customers.
• Carrying out routine maintenance and cleaning of ticket machines and IT equipment
• Accurately completing all accountancy and other associated documentation
• Maintaining Station standard's when needed (Station Posters, Service Quality Excellence duties & Ticket Office Documentation)

Skills & Personal Attributes

• Able to deliver exceptional front-line customer service.
• Able to understand customer requirements and expectations.
• A Self-starter with a can-do attitude.
• Confident when decision making.
• Able to remain calm yet directive in a crisis.
• Able to work to strict procedures.

Minimum Requirements

• The ability to work independently (Lone Working).
• Evidence of numerical ability.
• Attention to detail.
• Strong verbal and written communication skills.
• Previous cash handling experience.

About the location

You will be based at Bourne End station reporting to the Ticket Office Supervisor and DSM line manager who are based at Maidenhead Station. Bourne End is a busy interchange station during peak hours with services going to and from Maidenhead and Marlow. It is important that you can work independently as this job is a lone working position, though you can rely on the support of colleagues at the two other stations on this branch line as well as from larger team at Maidenhead.

Working Pattern

The role requires shift working 5 days a week, with Monday to Friday rostered hours 0600-1300 and Saturday 0700-1400. This will be over an average 35-hour week.

Additional Information

• Assist in times of disruption.
• Be able to arrive at work on time, without relying on public transport.
• May be needed to support passengers with limited mobility, including use of ramps.
• May be needed to complete Winterisation duties at the station which will include platform Ice melting treatment and snow clearance.
• Other reasonable tasks as requested by management.

Interviews to be held w/c 5th January 2026.

For further information please contact Jay Baldwin, DSM on 07583 041231, or Andrew Berry on 07966 740881.

For more information regarding the application process, please contact the Recruitment Team [e-mail].

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 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 such as 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.

https://exceptionalindividuals.com/neurodiversity/

https://www.healthassured.org/blog/neurodiversity/