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Weekend Customer Host - Worcester

We are recruiting for a new exciting role of Weekend Customer Hosts to transform the service for our customers on our weekend train journeys.

This is an incredible opportunity if you enjoy working in a high-quality customer service environment. We are recruiting for January 3rd 2022 and future vacancies as they arise within our On-Board Teams!

Who we are:

GWR is the proud custodian of one of the most prestigious railway networks in the world.

We aim to transform the way people think about rail travel by setting a new standard which includes a better experience for our customers.  Together we will restore the railways as a very special way to travel, that is relaxing, fast, efficient, friendly and fun.

About the team:

This role reports to the On-Board Service Managers based at the depot. Part of the Onboard Service team, based at the above station, you will be working within a large team of Customer Hosts, a variety of weekend shifts, on our intercity express trains.   Customer Hosts work onboard as part of a small team alongside a Train Manager and Revenue Protection colleagues, to deliver the safest and best catering and customer service possible to GWR customers, whilst they travel.

About the job:

This is an exciting new role being introduced to provide an excellent at seat catering / refreshment service and outstanding customer service for our weekend leisure customers. Working a variety of shifts, over weekends, within an established roster system with various shift patterns.  Whereas this is primarily a sales role, it demands high levels of customer service. However, no two days are the same. One day you may be offering the GWR refreshment at seat trolley service to customers in standard class with a wide selection of refreshments and snacks and the next, you could be serving our first-class customers the GWR complimentary range.  All this, whilst supporting colleagues, protecting revenue and ensuring the safety of passengers and your fellow colleagues.

Your main responsibilities will be:

  • Promote and sell GWR products onboard our trains by engaging our customer whilst they travel, 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 provide the best customer service.
  • Provide the best possible at seat service to our First-Class Customers.
  • To ensure GWR safety principles are always adhered to, providing the safety possible journey for customers.
  • To maintain a clean, hygienic and pleasant environment

Are you passionate about delivering outstanding customer service?

Are you reliable and flexible, with the ability to work a selection of shifts over weekends, every weekend? 

Are you driven to deliver high level of sales while being proactive, with a ‘can do' attitude? 

Would you be comfortable working in a regulated environment?

If so, we would love to hear from you!

 As a minimum you'll need to have:

  • Previous customer service experience within a sales background
  • Cash Handling experience
  • Previous experience of food safety
  • Excellent communication skills
  • The ability to work well with others as part of a team, or on your own
  • Previous stock control experience

About the location:

This depot is located at the station. Your days will always start and finish at your" home station where there are crew "mess room” facilities, with shops and cafes around the station and local area.

Working Pattern:

Our new Weekend Customer Host role requires you to work permanent weekend shifts on a rota system, giving you plenty of notice in advance. 

Shifts can start as early as 04:00am in the morning and finish as late as 01:00am. 

You be required to work Saturdays & Sundays every weekend on a permanent basis

Hours are 17.5 hours per week, working a Saturday and Sunday only

Additional Information:

Salary will be £10,767.50, rising to £12,556 after probation, then £14,350 when fully trained as a Lead Customer Host

Annual Leave will be 13 days per year, including Christmas Day if this falls on a weekend.

Interviews for this role will be on the 4th, 5th and 6th November should you be successful at the application process.

Successful candidates will need to be available for a medical week commencing 22nd November 21. This will involves drugs & alcohol testing.

Initial induction and training for this role is expected to take place from 3rd January for 5 weekends and may include an odd day in the week.

Full uniform is provided which you will have to wear to the uniform standard, including safety shoes, for which, measurements are taken at the medical appointment

All applicants must live within one hours travelling time from the depot and be able to get to and from work without the need for public transport for early starts and late finishes.


Complimentary travel on our trains for you and your dependants, a competitive pension scheme and a range of employee benefits.

For more information regarding the application process please contact the Group Resourcing Team - 

Close map
Worcester Shrub Hill Station
Worcester Shrub Hill Station, Shrub Hill , Worcester, England, WR4 9EJ
  • Ref:
  • Company:
    Great Western Railway (GWR)
  • Website Skillset:
    Customer Service
  • Contract Type:
    Permanent - Part Time
  • Contracted Hours:
  • Location:
    Worcester Shrub Hill Station
  • Closing Date:
    10 December 2021
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