Job description

Conversation, Person, Coat, Adult, Female, Woman, Male, Man, Face, Head

Lead Customer Host (022036)

  • Ref:
  • Company:
    Great Western Railway (GWR)
  • Website Skillset:
    Customer Experience
  • Contract Type:
    Permanent - Full Time
  • Contracted Hours:
  • Location:
    Bristol Temple Meads

Who are we?

GWR is the proud custodian of Brunel's railway - one of the most prestigious in the world.  We have some of the newest trains in the country and exciting plans to extend our services.   With more than one hundred million passenger journeys each year, we carry people to over 275 stations in the South West, from Cornwall and South Wales to London, passing through beautiful country and some of the UK's top tourist destinations.  

We are transforming the way people think about train travel, empowering our team of over 6,000 people from diverse backgrounds to make it a great experience for our customers.  Together, we will revalue rail as a very special way to travel – relaxing, fast, efficient, friendly and sustainable.

What is the team?

You  will be part of a large team of Customer Hosts based at the statiaon but  will work onboard our intercity express trains as part of a small team, alongside the Train Manager and Revenue Protection colleagues, to deliver the safest and best service possible to customers whilst they travel. 

What is the job?

You'll be working a variety of shifts to make up an average 35 hour week.  This is a sales-based role with high levels of customer service.  You'll give a professional, friendly welcome to our customers, providing assistance and information as required.  No two days are the same. One day you may be offering the GWR at-seat trolley service to customers in standard class, selling a wide selection of refreshments and snacks, and the next you'll be serving  our complimentary range to customers in first class.  

What are the main responsibilities?

  • To promote and sell GWR products onboard our trains by engaging with customers ensuring they have the journey they deserve.
  • To work to the highest standards as set by the business.
  • To be an ambassador for Great Western Railway by following our Values to give excellent customer service.
  • Provide the best possible at-seat service to our  customers.
  • To ensure GWR safety principles are always adhered to, providing the safest possible journey for customers.
  • To maintain a clean, hygienic and pleasant environment 

What sort of person are you looking for?

  • From a sales or customer service background 
  • Passionate about delivering outstanding customer service.
  • Flexible, with the ability to work a variety of shifts.
  • Driven to deliver high level of sales.
  • Proactive with a ‘can do' attitude.
  • Comfortable working in a regulated environment. 

What do I need?

  • Cash handling and card payment experience
  • Excellent communication skills 
  • The ability to work well as part of a team or on your own
  • Previous experience of food safety is desirable 
  • Stock control and ordering experience is desirable 

What is the working pattern?

The Customer Host role requires you to work shifts with plenty of notice in advance through a roster system.  Shifts can start as early as 04:30 in the morning and finish as late as 01:30 at night.  You will be required to work Sundays as part of your shift allocation on a 1 in 3 basis. 

What else do I need to know?

Applicants must live within one hour's travelling time of the depot and must be able to get to and from work for early starts and late finishes without relying on public transport.  Your uniform is provided.

What is the reward?

As well as a great team environment and comprehensive training, all GWR colleagues enjoy a range of benefits including on-going development, defined benefit pension scheme, free rail travel across the GWR network for you and your family, company-sponsored health care plan, discounted shopping and gym membership and an employee assistance programme.

The basic starting salary is £21,525.  This increases to a basic salary of £28,700 at the end of your probationary period.


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.

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Bristol Temple Meads
Bristol Temple Meads, Bristol, England, BS1 6QF

Job benefits


Family friendly initiatives


Generouse holiday and leave


Training and development


cycle to work scheme


Wellbeing scheme


Flexible working


Pension scheme