Customer Service Host

WM Trains Limited; Bletchley; On-site; GBP 27,000 - 28,000; Full time

Benefits offered by this job

Defined benefit pension

Free travel on rail services for you,

Rail discounts for family

Friends and Family passes

Employee assistance programme

Cycle to work scheme

Retail discounts portal

Job summary

WM Trains Limited is recruiting a Customer Service Host at Bletchley Train Station. This role supports customers along their journey, ensuring a safe and efficient station operation and delivering excellent care at all times.

The position is permanent, full-time with a 35-hour week, on a shift-based rota from 06:00 to 00:45 including weekends and bank holidays. Competitive benefits accompany the role.

Qualifications

• Passion for delivering excellent customer service.
• Confident in communicating with a wide range of people.
• Capable of staying calm and professional in challenging situations.
• Take initiative and work independently when required.
• Strong commitment to safety and customer care.
• Reliable, flexible and able to work shifts, weekends and bank holidays.

Responsibilities

• Provide high standard of customer service on station platforms and within the station.
• Support passengers needing assistance, including deploying boarding ramps.
• Maintain passenger safety, manage overcrowding and assist train departures.
• Make announcements regarding train arrivals, departures and service updates.
• Respond confidently during service disruption, giving information and guidance.
• Ensure the station remains safe, secure and customer-focused at all times.

Skills

Customer service

Communication

Safety awareness

Shift work

Calm under pressure

Initiative

Job description

Customer Service Host

Application Deadline: 19 October 2026

Department: Customer Experience

Employment Type: Permanent - Full Time

Location: Bletchley

Reporting To: Daniel Dalmonego

Compensation: £26,789 / year

Description

Location: Bletchley Train Station

Hours: 35 hours per week

Contract: Shift-based rota between 06:00 and 00:45, including weekends and bank holidays

We are excited to be recruiting for Customer Service Hosts at Bletchley Train Station. This is a fantastic opportunity for individuals who are passionate about delivering excellent customer service and creating a safe, welcoming environment for our passengers.

As a Customer Service Host, you will play a key role in supporting customers throughout their journey, ensuring the safe and efficient operation of the station while providing customer care.

What You'll Be Doing

• Providing a high standard of customer service on station platforms and throughout the station.
• Supporting passengers requiring assistance, including the safe and timely deployment of boarding ramps.
• Maintaining passenger safety, including managing overcrowding and supporting the safe departure of trains.
• Making announcements regarding train arrivals, departures, and service updates where required.
• Responding confidently and professionally during service disruption, helping customers with information and guidance.
• Ensuring the station remains safe, secure, and customer-focused at all times.

What We're Looking For:

• Have a genuine passion for delivering excellent customer service.
• Are confident communicating with a wide range of people.
• Can remain calm and professional in challenging or disruptive situations.
• Take initiative and can work independently when required.
• Have a strong commitment to safety and customer care.
• Are reliable, flexible, and able to work shifts, weekends, and bank holidays.

Why Join Us?

This is an opportunity to make a real difference to our customers' journeys every day. You'll be part of a dedicated team that takes pride in providing a safe, friendly, and professional service within a busy railway environment.

If you're customer-focused, proactive, and enjoy helping people, we'd love to hear from you.

Please note that, due to business requirements, the expected start date for this position is Monday 30th November. Successful candidates will be invited to attend an assessment day on Wednesday 28th October. We encourage applicants to ensure they are available for both dates before applying.

To ensure continuity and an effective delivery of service, successful candidates will be required to commit to a minimum 14-month period in role after achieving competence. This also includes existing colleagues who move by internal promotions and transfers. This time allows our future colleagues to support personal career development by allowing time to build strong knowledge and expertise.

What is the salary and benefits that come with this role?

• Salary is £26,789 , rising to £28,318 once you have completed your initial probation period
• A defined benefit pension from day 1 – one of the best in the UK.
• Free travel on all London Northwestern Railway and West Midlands Railway services for you, your spouse/partner, and dependents.
• 75% off all other train operating companies for you, your spouse/partner, and dependents.
• 8 Friends and Family Day passes to gift per annum on our network.
• A 24/7 Virtual GP service for you and your household.
• Our Employee Assistance Programme (EAP)- A confidential employee benefit that supports you with personal or work-related issues affecting your home life, work life, health, or wellbeing
• Our cycle to work scheme with Evans Cycles.
• A retail discount portal- offering savings, discounts and cashback at over 800 retailers and restaurants.

Due to the volume of applications we receive, the advert may close earlier than the published closing date. Please submit your application as soon as possible to avoid missing out.

As an inclusive employer, we welcome applications from all backgrounds and ensure no-one receives less favourable treatment on the grounds of age, disability, gender, race/ethnicity, religion, belief and sexual orientation.

Applications will be considered from colleagues with 6 months experience, after completion of their probationary period and a full check of absence and disciplinary records.