Chiltern Railways
Customer Service Team Member
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Role: General Station Host
All potential candidates should read through the following details of this job with care before making an application.
Location: Leamington Spa Station
Contract Type: Permanent
Salary: £31,839.67 per annum
Chiltern Railways operates commuter/regional rail passenger services from its Central London terminus at London Marylebone along the M40 corridor to destinations in Buckinghamshire, Oxfordshire and Warwickshire, as well as long-distance services to the West Midlands.
At Chiltern, we work in an environment where diversity is essential, inclusion is our culture, and each person knows they belong and matter.
We offer a competitive salary and benefits package, a culture of respect, challenge and innovation – with excellent opportunities for growth and development.
Job Purpose
- Ensuring the station is well presented. Based primarily on the ticket barrier, station platforms and in booking hall, but with responsibility for the whole station including the car park.
- General assistance to customers as required, including assistance through ticket barriers buying tickets though self service vending machines, and general customer assistance as necessary.
- To ensure that job specific activities do not introduce unacceptable business and safety risks to any aspect of the Company’s operation, and that the appropriate policies and procedures are implemented and adhered to, ensuring that all such activities comply with the relevant sections of the Safety Case and the current Safety Plan.
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Key Accountabilities
- Take responsibility for assistance of customers though ticket gates ensuring that all customers have a valid ticket to travel
- To take responsibility for the overall appearance and cleanliness of the Station and ensure that it is maintained to the highest standard
- To assist customers and promote the use of TVM’s
- Deliver consistently high standards of proactive and reactive customer care around the station and remain highly visible at all times
- Take responsibility for local station announcements during times of disruption
- Take responsibility for being the point of contact for issues relating to the car park in the absence of security attendant
- Read all notices, instructions, and circulars and adhere to all instructions
- Change station posters as required and fill gaps in leaflet rack content and replenish as advised
- Order station cleaning materials through the Station Manager
- Assist in the instruction of new staff as appropriate
- Assist Sales Station Hosts with cash collection as requested
- Ensure the winter weather plan is carried out
- To attend staff briefings
- To adhere to Chiltern Railways uniform wearers guide
- Assist as required
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Personal Specification
- A good standard of literacy and numeracy are essential
- A calm and confident personality supported by excellent interpersonal and communication skills
- Previous cash handling experience is preferred
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