Who are we?

GWR is the proud custodian of Brunel's railway - one of the most prestigious in the world with 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 280 stations in the Southwest, from Cornwall to Bristol, South Wales and 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 diverse team of nearly 7,000 people to make it a great experience for our customers.  Together, we will restore the railways as a very special way to travel.

Who else is in the team?

As an integral part of our on-board teams, you will be helping us deliver our vision of revaluing rail in the hearts and minds of the travelling public. You will be working closely with our Conductors and Train Managers as well as colleagues based at stations and our Revenue Protection Inspectors.

What is the job?

As a Ticket Examiner, you will liaise with colleagues to deliver a world-class customer experience throughout the journey and will ensure the safety of everyone using GWR services. You will be checking and selling tickets to ensure all customers travel with a valid ticket for their journey.  You will be able to adapt to new people, new places and new situations.  We are proud in GWR to share a common set of values – these help us deliver for our customers, drive business growth and serve our communities across the West.  Working on board our trains, you will clearly demonstrate these behaviours and attitudes.

What will I be doing?

• You will be an ambassador for Great Western Railway by delivering the best customer experience and a safe journey
• Sell a wide range of tickets, offering the most appropriate product to suit the customer's requirements, and undertake a full inspection of tickets and railcards on trains
• Undertake ticket checking and selling around special events
• Issue Penalty Fares to customers where appropriate, in accordance with The Railways (Penalty Fares) Regulations 2018
• Welcome customers and assist them with their journey, providing information and customer care at all times, but especially when the service is disrupted
• Whilst walking through the train, ensure that a safe, pleasant and clean train environment is maintained and meets GWR service standards.

Who are you looking for?

• Someone enthusiastic, positive and passionate about delivering outstanding customer service
• Flexibility, with the ability to work a variety of shifts
• Someone comfortable working in a strictly regulated environment
• A proactive and “can do” attitude
• The ability to work effectively when under pressure
• Confident to have conversations that may be challenging

What do I need? 

• An understanding of customers' needs
• Excellent communication skills
• The ability to build relationships and work as part of a team
• Experience of front-line customer service
• The resilience and fortitude of mind to remain calm and professional in confrontational situations

Where is the job based?

This position is based at Plymouth station, and this is where you will start and end your shifts, but much of your time will be spent travelling on our trains.  The station is a ten-minute walk from Plymouth's shopping centre.

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 holidays. 

 Is there anything else I should know?

You must live within a maximum of 60 minutes' travelling time of the depot.

The salary will be £13,546  per year during your probationary period and then £15,594 per year for a 20-hour week.  You will also earn commission on your sales.

Please note that the training for this position is full-time for three weeks. 

The Reward

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

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 a 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, for example, 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