About the team:

As an integral part of our on-board teams, you are responsible for delivering a world-class customer experience to our customers helping us deliver our vision of revaluing rail in the hearts and minds of the travelling public. As part of the East Revenue Protection team, you will be working closely with other colleagues based on trains and at stations.

About 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. The purpose of the role is to protect the revenue of the company by ensuring 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 to help us deliver these to our customers. You need a good eye for detail when checking and issuing tickets and when handling cash and processing card transactions, A level head when resolving customer issues and other situations that might unexpectedly arise. You will also issue penalty fares under the penalty fare regulations 2022.

Your main responsibilities will be:

• To be an ambassador for Great Western Railway by delivering the best customer experience and a safe journey.
• Undertake revenue protection activities around special events.
• Issue Penalty Fares to customers where appropriate, in accordance with The Railways (Penalty Fares) Regulations 2022.
• To welcome customers and assist them with their journey, always providing information and customer care, but especially when the service is disrupted.
• Candidates have cash handling and customer facing experience.

You'll need to be:

• Enthusiastic, positive, and passionate about delivering outstanding customer service.
• Flexible, with the ability to work a variety of shifts including weekends and bank holidays and early starts and late finishes.
• Comfortable working in a strictly regulated environment
• Proactive with a “can do” attitude.
• Able to work effectively when under pressure.

As a minimum, you will need to have:

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

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 holidays.  We are committed to fostering an inclusive and supportive environment for all and encourage applications from women and those with caregiving or other responsibilities. Shift patterns are designed with advance notice, allowing for better planning to balance work and personal commitments. We aim to provide a workplace that supports flexibility, ensuring that diverse needs are accommodated. Whether returning to work or seeking a new career path, we welcome applicants from all backgrounds to join our team.

Additional Information:

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

Your training will include induction, customer service, commercial skills, first aid, fire safety, disability awareness and conflict management. This will be professionally delivered to give you all the tools you need to master this interesting role. Diversity and inclusion are a big part of who we are, we are not looking for people to fit into our culture but add to it. Proactively embracing diversity across the workforce.

Benefits include:

• Free travel on all GWR services for yourself, a partner, and your children, along with 75% discounts on other rail providers for leisure travel. Additional benefits include discounts on Family & Friends tickets and access to European rail services e.g. Eurostar. Some benefits are available after a qualifying period.
• Cycle to work, and gym discounts.
• Railway pension scheme.

Please submit your application online via the internal FirstGroup careers website: https://internal.firstgroupcareers.com/

In case of technical difficulties when submitting your application, please contact the Recruitment Team at gwrrecruitment@gwr.com

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