Customer Service
To join us in customer service, you must love helping people. You’ll need to be able to get on with everyone you meet and provide a fantastic service with a smile whatever the weather or time of day. Someone your customers and colleagues can always rely on, you must be a great communicator who can think on your feet, take action to resolve problems and look after all those small details that make a big difference.
Customer service is at the heart of everything we do. And we’re up there with the best of them when it comes to customer numbers and satisfaction. Whether you join us in a contact centre or work directly with our customers, you should always seek to exceed expectations, make sure our customers feel valued and talk to them in a natural, clear and straightforward way. You’ll also need to be a good listener. After all, their thoughts and feedback will help us to do things even better in the future. If you’ve the friendly and helpful personality we’re looking for, we’ll provide all the training you need. We’ll even help you gain some customer service qualifications at our training academy.
Our customer service teams cover everything from station teams, revenue protection and communications to security, service quality, distribution and estates & facilities. Whatever your role, you should share our passion for delivering a customer service that’s second to none. And go the extra mile to put smiles on the faces of our customers and provide a brilliant experience every day.
Station Teams
We have hundreds of train stations of all shapes and sizes across the UK. Some have large teams of people in a range of roles to make sure everything runs smoothly. At others, you’ll find just one person multi-tasking, selling tickets and helping our customers on their way. Wherever we’re based it’s up to us to help our customers get their journeys off to the best start possible.
Customer Ambassadors
Most customer journeys will start with you at one of our ticket offices. So, whether it's a leisurely afternoon or the manic morning rush hour, you’ll need to be able to make a good impression and provide a quick, high quality service to all kinds of customers. Wearing your uniform with pride, you must be able to get to grips with a variety of different tickets and provide information about our journeys, prices and the local area too.
Dispatchers
Totally focused and always on the ball, you’ll send our trains on their way and make sure that our customers get to their destination safely. A great communicator, you’ll stay in constant touch with our signallers and provide clear and accurate information. Working outdoors in all weathers at all times of the day, you’ll also answer queries, resolve problems and provide a reassuring and sympathetic ear. Self-motivated and well organised, you should be someone who sticks to the rules, thinks quickly on your feet and can arrange alternative transport where needed.
Gateline
At larger train stations, we check tickets and passes when our customers come in and out of the station. We stop fare evaders, provide a warm welcome, make people feel secure and help customers to quickly go on their way.
On Board
As well as our train drivers, our trains have a bigger team on board who put the needs of our customers at the heart of everything they do. Based at different depots throughout the UK, our Train Guards work all kinds of shifts to make our journeys as safe and as comfortable as possible.
Join us on board and no two days will ever be the same. Which is as satisfying as it sounds. Talking to customers face-to-face on our busy services, you’ll make sure everyone on board has the right tickets and deal with a variety of situations from lost luggage to service disruptions. You must be able to work on your own initiative.
You’ll ideally have some experience of working directly with people in a retail or customer service environment. Positive, friendly and resilient with a keen attention to detail, you should have a real passion for providing the very best service. As our trains run 24/7, you must also have a flexible approach too.
Train Guard
As soon as a customer gets on one of our trains, it will be up to you to make sure they feel welcome, comfortable and safe. Always providing a prompt, polite and professional service, you’ll deal with delays, ticketing issues and all kinds of unforeseen problems that can disturb our customers on their journey. And this is where you’ll really come into your own. Ready for any challenge at any time of the day, you’ll make safety and meeting the needs of your customers your number one priority.
