Who are we?

GWR is the proud custodian of Brunel's railway - one of the most prestigious networks in the world.  We have some of the newest trains in the country and exciting plans to extend our services.   With more than one hundred million passenger journeys each year, we carry people to over 275 stations in the South West, from Cornwall and South Wales to London, passing through beautiful country and some of the UK's top tourist destinations. 

We are transforming the way people think about train travel, empowering our team of over 6,000 people from all different backgrounds to make it a great experience for our customers.  Together, we will revalue rail as a very special way to travel – relaxing, fast, efficient, friendly and fun.

About the team 

This position is based in the Ticket Office at Windsor & Eton central Station working with the team of existing Customer Sales Advisor, ensuring that customers are sold the best ticket for their journey.

About the job

As a Customer Sales Advisor, you will confidently and impartially sell the full range of tickets and services, including processing high volumes of sales, and ensure that customer requirements are met and exceeded.

Your main responsibilities will be: 

• 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 TVMs at the station
• Help MIP/VIP to continue their journeys, including the safe deployment of ramps.
• To help with winter weather where needed and assist the wider team

You'll need to be:

• 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 work alone as this station has lone working
• Able to remain calm yet directive in a crisis
• Able to work to strict procedures

As a minimum you will need to have:

• The ability to work as part of a team or independently
• Evidence of numerical ability
• Attention to detail
• Strong verbal and written communication skills
• Customer Service Experience

Working pattern 

This role will require you to work a variety of shifts which will include early starts and late finishes as well as weekends and bank holiday working. The earliest shift start is 06:30 and the latest shift finish will be 19:30. As your starting and finishing times may be at times when public transport is not available, so you must be able to get to and from the station without relying on this. Please also note there is no parking for staff at Windsor Station staff working at Windsor can have parking space at Slough Station.

Additional information 

Applicants will be invited to undertake an online situational judgement test.  Candidates who pass this test will be short listed, and invited to undertake a competency based interview with the hiring manager.  This will take place on (insert date).  The successful candidate will be required to meet the medical standards for this role, as will as obtaining a Basic DBS Certificate.  Full training will be provided at our Training Centre in Swindon.

The Reward:

As well as a great team environment and comprehensive training, all GWR colleagues enjoy a range of benefits including on-going development, defined benefit pension scheme, free rail travel across the GWR network for you and your family, company-sponsored health care plan, discounted shopping and gym membership and an employee assistance programme.

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/

INGWR