Sales Station Host

Chiltern Railways; Royal Leamington Spa; On-site; GBP 33,000 - 40,000; Full time

Job summary

Chiltern Railways in Leamington Spa is seeking a Sales Station Host on a permanent basis. The role is based mainly within the booking office, with responsibility for the whole station including the car park, and involves selling National Rail products and tickets.

You will provide high standards of customer care, handle cash, assist disabled passengers, and ensure safety and smooth operations in line with the company's Safety Plan.

Qualifications

• Previous experience working with customers.
• Strong interpersonal skills.
• Basic accounting and cash handling knowledge.
• Ability to deal with conflict situations.
• Good communicator with customer service focus.
• Smart personal appearance.
• Flexible and adaptable to changing conditions.
• Calm under pressure.
• Excellent people skills.
• GCSE English and Maths (A–C).

Responsibilities

• Sell Chiltern Railways and National Rail products from ticket issuing systems.
• Deliver consistently high standards of proactive and reactive customer care both inside and outside of the booking office.
• Manage and operate ticket gates where applicable.
• Supplementing the automated announcing system with live local announcements to inform customers of train alterations.
• Be the point of contact for car park issues in the absence of an attendant or security.
• Carry out all tasks to comply with cash regulations and office security procedures.
• Perform duties to balance shift paperwork as instructed.
• Ensure accounting documentation is completed accurately and following procedures.
• Read notices and adhere to instructions and publications in the booking office system.
• Keep leaflet displays stocked and maintain self-service ticket systems as directed.
• Record refunds and payout authorised refunds when necessary.
• Order stationery and ticket stock through the Customer Service Manager.
• Record locked stock items in the register.

Skills

Customer service

Interpersonal skills

Cash handling

Communication

Problem solving

Education

GCSE English and Maths

Tools

Ticket issuing systems

Self-service ticket systems

Job description

Role: Sales Station Host

Contract Type: Permanent

Location: Leamington Spa

Salary: £36,392.88 per annum

Job Purpose

Responding to the demands of customer needs and ensuring high standards of cleanliness and presentation on stations. Based primarily within the booking office, but with responsibility for the whole station including the car park.

The promotion and sale of all products and services offered by National Rail including all forms of reservations, National Railways core products and National Railways tickets.

General assistance to customers as required including disabled assistance, information and customer information via the Public address.

To ensure that job specific activities do not introduce unacceptable business and safety risks to any aspect of the Company’s operation, and that the appropriate policies and procedures are implemented and adhered to, ensuring that all such activities comply with the relevant sections of the Safety Case and the current Safety Plan.

Key Accountabilities

• To undertake the sale of all Chiltern Railways and National Rail products and services from all available ticket issuing systems


• Deliver consistently high standards of proactive and reactive customer care both inside and outside of the booking office and remain highly visible at all times


• Where applicable, take responsibility for management and operation of ticket gates


• Supplementing the automated announcing system with live local announcements to ensure customers are kept informed of train running alterations


• Where applicable, take responsibility for being the point of contact for issues relating to the car park in the absence of an attendant or nominated security


• Carry out all tasks to comply with Cash regulations and Office Security procedures


• Perform all duties required to obtain a shift balance incorporating all documentation as instructed


• Ensure all accounting documentation is completed accurately and following set procedures


• Read all notices, instructions, and circulars and adhere to all instructions


• Maintain knowledge and understanding of booking office publications contained within the office computer system


• Keep leaflet displays stocked with suitable leaflets and poster sites to be presented to a high standard


• Maintain and account for all self-service ticket systems as laid down by instructions


• Keep a record of all refunds and pay out authorised refunds when necessary


• Order stationery and ticket stock through the Customer Service Manager


• Ensure locked stock items are recorded in the locked stock register.

Person Specification

Essential Criteria

• Previous experienced working with customers.


• Strong Interpersonal Skills


• Basic accounting and cash handling knowledge


• Ability to deal with conflict situations


• Good communicator skills


• Passionate about providing good customer service


• Smart personal appearance


• Flexible approach to working conditions and working changing working environment


• Calm under pressure


• Customer focused with excellent customer service skills


• Excellent people skills


• GCSE (A – C grades) in English and Maths