Passenger Host - Welwyn Garden City

Govia Thameslink Railway; Welwyn Garden City; On-site; GBP 20,000 - 25,000; Full time

Job summary

A leading railway company in the UK is seeking enthusiastic individuals for the role of Passenger Host. This position involves ensuring customer safety and exceptional service while carrying out ticket checks at stations and on trains. The ideal candidate will have a proactive approach to customer service and must possess strong communication skills. In return, you will enjoy career progression opportunities, comprehensive ongoing training, and attractive industry benefits including free travel on our network.

Benefits

Free travel on our network

Privilege rate oyster card

Up to 75% off travel on other TOCs

Final salary pension

Comprehensive ongoing training

Qualifications

• Exceptional customer service levels required.
• Experience managing customers in difficult environments.
• Ability to make decisions in a customer-focused manner.

Responsibilities

• Provide high-level information and ensure customer safety.
• Conduct ticket checks and manage valid ticket possession.
• Work alongside security personnel to enhance safety.

Skills

Customer Service

Communication

Decision Making

Numerical Ability

Job description

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Client:

Govia Thameslink Railway

Location:

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

f95a128788a1

Job Views:

19

Posted:

18.06.2025

Expiry Date:

02.08.2025

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Job Description:

Do you have a passion for customer service?

Do you want to join a rail industry full of interesting and rewarding career paths?

Let's shape the railway together and develop your skillset!

We are are looking for talented individuals who are passionate about delivering outstanding customer service at Welwyn Garden City.

As a Passenger Host you are a key member of staff whose responsibility is to provide a high level of information to our customers as well as a feeling of safety, security and well-being whilst protecting the revenue of Govia Thameslink Railway.

Your duties as a Passenger Host fall into three main categories – revenue protection, customer service and security.

You will carry out your duties in a professional manner ensuring that customers are in possession of a valid ticket by undertaking station and on train ticket examinations at various locations and take the necessary action to deal with those individuals without valid tickets. You will be working alongside any contracted security officers, PCSO's, REO's or BTP at stations or on trains enhancing employee and customer safety.

Passenger Hosts work on a shift-basis covering unsocial and irregular hours, including weekends. Due to the shift times you must live in the local area and have available independent transport to ensure that you arrive at the station for the first shift and work your last shift as required as there may not always be a train service available.

Experience / Skills / Requirements

• A proactive approach coupled with passion and ability to support and develop your team
• Exceptional levels of customer service, each and every time – you will be a role model for others to follow
• Demonstrable experience of managing customers effectively in difficult environments
• You must be able to demonstrate a high level of numerical ability
• An effective communicator and must be able to demonstrate this both through your application and or assessments
• Confidence to make decisions in a customer focused manner and carry out instructions effectively

In return, you'll be rewarded with an interesting and varied work schedule, in an environment where learning and progression is actively encouraged. You'll enjoy great company and industry benefits , as well as the support of a passionate team. Along with comprehensive and ongoing training, your benefits will include free travel on our network, privilege rate oyster card, up to 75% off travel on other TOCs (train operating companies), final salary pension and much more.