Railway Passenger Experience Associate

Govia Thameslink Railway; Chichester; On-site; GBP 25,000 - 33,000; Full time

Benefits offered by this job

Free travel on our network

Privilege Oyster card

Up to 75% off travel on other TOCs

Final salary pension

Job summary

Govia Thameslink Railway is hiring a Gateline Assistant to welcome and assist passengers, ensure ticket checks, and keep the station orderly and welcoming. You will play a key role in delivering exceptional customer service on our network.

The role involves early/late shifts, weekend work, and a local commute. A strong customer focus and ability to follow procedures are essential, with on-going training and development opportunities available.

Qualifications

• Proactive customer approach and ability to support the team.
• Exceptional customer service levels and serving as a role model.
• Demonstrable experience handling customers in challenging situations.
• High level of numerical ability.
• Effective communication skills demonstrated in application/assessments.
• Local residency and reliable transport to cover early/late shifts.

Responsibilities

• Assisting passengers with tickets, including checking and advice.
• Provide the highest standard of information and service to customers.
• Provide customer assistance including ramp deployment and luggage help.
• Maintain a safe, clean retail station environment and de-icing.
• Support safe running of trains and station evacuations per procedures.
• Promote marketing literature and information, and manage opening/closing duties.

Skills

Customer service

Numerical ability

Communication

Decision making

Proactive approach

Team support

Job description

Govia Thameslink Railway is hiring a Gateline Assistant to welcome and assist passengers, ensure ticket checks, and keep the station orderly and welcoming. You will play a key role in delivering exceptional customer service on our network.

The role involves early/late shifts, weekend work, and a local commute. A strong customer focus and ability to follow procedures are essential, with on-going training and development opportunities available.