Customer Experience Host - 2782

Kickstart Your Career with Greater Anglia!

Are you looking to launch your career in a dynamic and supportive environment? Greater Anglia, a key player in the railway network from London Liverpool Street to the East of England, is offering an exciting opportunity to join our team. With our new, modern, and environmentally friendly trains, now is the perfect time to join us as we elevate the customer travel experience.

Are you passionate about delivering outstanding customer service and creating positive experiences every day? We're looking for 6 Customer Experience Hosts to join our team at Wickford station. You'll play a key role in creating a safe, welcoming, and positive experience for our customers.

Ensuring our gatelines are closed and customers are supported through the gateline operation through to providing travel information and accessibility support, to assisting with ticket purchases and managing customer flows during disruption. You'll work closely with colleagues across the station to ensure customers receive excellent service and reach their destination safely and confidently.

Key Responsibilities:

• Support the operation and basic maintenance of automatic ticket gates.
• Help minimise revenue loss through secure gateline operation.
• Provide accurate, real-time travel information and journey assistance.
• Take ownership of customer queries and resolve issues wherever possible.
• Support customers during service disruption and emergency situations.
• Assist passengers with wayfinding, timetables, station facilities, and onward travel arrangements.
• Provide a welcoming and inclusive customer experience by proactively assisting passengers on and off trains, including supporting mobility and visually impaired customers with guidance and boarding assistance, deploying ramps, helping with luggage, and operating station wheelchairs as needed.
• Regularly move throughout stations to proactively identify and support customer needs.
• Report service delays, operational issues, crime, vandalism, and safety concerns in accordance with company procedures.
• Maintain a safe, clean, and welcoming station environment through light cleaning, litter picking, and upkeep of station displays.
• Support winterisation and snow clearance activities when required.
• Participate in safety briefings, operational meetings, and ongoing training activities.
• Assist customers with purchasing tickets using Ticket Vending Machines (TVMs) and digital channels.

We’re Looking for Candidates Who Have:

• Excellent communication skills, with the ability to build positive relationships with a diverse range of customers and stakeholders.
• Ability to remain calm and professional in challenging situations.
• A problem solver, as the role will encounter many different situations, whilst always maintaining integrity.
• Ability to work independently and as part of a team.
• Flexible approach to working patterns, including weekends, evenings, and bank holidays where required.
• Comfortable working in a busy, customer-facing environment.
• Ability to handle customer enquiries and resolve issues effectively.
• Experience working in a fast-paced environment where priorities can change quickly.
• Comfortable using technology and digital systems to support customers.
• Possess a “can-do” attitude and enjoy working as part of a team.
• Have team spirit and bring your unique self to strengthen our team and foster a positive work environment.

What’s In It for You?

• Travel Discounts: Enjoy free travel on Greater Anglia and 75% off with other train operators, plus discounts for eligible family members too!
• International Adventures: After 12 months, unlock discounted international travel for you and your family.
• Exclusive Discounts: Access the GA Hapi App for deals on shopping, dining, and fun days out.
• Vouchers for Loved Ones: Get 12 annual discount vouchers for family and friends to enjoy.
• Wellbeing Support: 24/7 employee assistance, eyecare vouchers, flu jabs, and physiotherapy services.
• Pension Perks: Start with a Defined Contribution pension, with the option to upgrade to a Final Salary pension after 2 years.
• Family-Friendly Policies: We’ve got you covered with maternity, paternity, adoption leave, and shared parental leave after 26 weeks.
• Save While You Spend: Cycle to work and tech purchase schemes once you pass probation.

At Greater Anglia we are proud of the work that we do. We’re investing to help shape the future of rail in the UK and being a part of our team gives you every opportunity to contribute to the journey we are on.

Join Us and Experience:

• Inclusivity & Respect: Be yourself and thrive in a supportive environment where every idea and person is valued. Help us be Greater Together.
• Community & Teamwork: Work together to deliver the best for our customers while enjoying a friendly, can-do atmosphere.
• Pride & Progress: Contribute to meaningful change and a sustainable future, with continuous improvement is the norm.

Ready to Bring Your G A Game?