Customer Experience Host - Full-Time (Talent Pool) and Part-Time

Great journeys start with great people at LNER, where we are shaping the future of rail on one of the UK's most iconic routes. We are investing in cutting-edge technology, sustainability, and our people to deliver outstanding customer experiences. This is an exciting time to grow your career with LNER!

Future Talent Pool:

We are building talent pools for Customer Experience Host roles in Leeds, offering both part-time (17.5 hours, weekend working) and full-time (35 hours) contracts. Working days can be spread across Monday to Sunday, with potential start times from 4/5 AM and latest finish times of 1/2 AM. Please consider your commute for these hours.

SALARY: £25,214 plus an attendance allowance of £3818. Both are pro-rata for part-time working.

Customer Experience Host Role:

As a Customer Experience Host, you will provide exceptional and personalized service to our passengers. This includes serving coffees, assisting with luggage, and ensuring a positive customer experience from start to finish. You will operate on standard class trains, serving from the cafe bar or offering an at-seat service via the 'Lets eat at your seat' app, managing cash and stock. In First Class, you will serve complimentary food and beverages to the highest standards.

You will also develop a good understanding of health and safety, ensuring a safe, clean, and tidy environment onboard our trains, even while travelling at 125mph.

What you'll need:

• Extensive customer service experience and strong interpersonal skills.
• A proven ability to deliver personalized and memorable service with a passion for helping customers.
• Effective communication skills, especially in challenging situations and during disruptions.
• Proven soft sales skills and experience in product management.
• Must be aged 18 or over to serve and sell alcohol.
• Flexibility to work shifts, including early mornings, late evenings, and weekends.

Application Process:

Due to a high volume of applications, personalized feedback is provided at the face-to-face interview stage. We offer a text-based interview, managed by humans but supported by AI, where you should only provide details about your skills and experiences.

What you'll enjoy:

• Free travel on LNER and discounted travel on other companies' tickets.
• Discounted international train tickets after one year.
• Discounts for friends and family on LNER tickets.
• Generous pension scheme.
• Cycle to work and electric vehicle schemes.
• Retail discounts and cashback.
• Health and wellbeing programs.
• Extensive training opportunities for career advancement.
• Rewards and recognition programs.

Life at LNER:

LNER aims to be the UK's most loved, forward-thinking, and responsible train operating company. We are committed to making a difference by doing the right thing for our customers, people, and communities. We foster an inclusive and engaged culture that supports everyone's career journey.

• Diversity and Inclusion: We champion a diverse workforce and create opportunities for varied talent. We support all candidates needing adjustments during recruitment.
• Developing our People: We cultivate a learning culture with tools and resources for professional growth, focusing on readiness for Great British Rail, the future of work, and strong leadership.
• Health and Wellbeing: The physical and mental wellbeing of our people is paramount to enabling them to perform at their best.

Pre-employment Checks:

DBS Check: A basic DBS check is required for new employees after a conditional offer. This reviews unspent convictions and conditional cautions, assessed case-by-case.

Medical Screening: All new hires must pass medical screening and a drugs and alcohol test. Safety-critical roles require an additional medical assessment. Clinics are available in Kings Cross, Doncaster, Newcastle, and Edinburgh.