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Customer Service Role (Rail Operator 2 GPR) - Eastleigh

As a Rail Operator, you're vital when it comes to keeping our customers safe and informed. Whether it be dispatching, assisting passengers with boarding and alighting or providing information and direction during delay, you're always there for our customers when they need you most.

Please note if successful at the screening stage you will be invited to attend an assessment at Southampton.  Please note further details regarding travel arrangements will be provided nearer the time.

Who are you?

You are organised and efficient and able to cope with repetitive tasks under pressure at times. You love people, you are a great communicator and can talk to anyone and are passionate about doing the right thing – nothing is too much trouble. You provide the most up to date travel information for your customers with your ability to use technology. You must be alert and flexible in your approach to tasks and the day, or night, ahead and you have the confidence to make regular live announcements at your station.


Main things you'll deliver

You will be responsible for the safety of thousands of customers every day by making sure your station is always operated professionally.

You'll keep customers updated about their journeys by making announcements and in your face-to-face interactions and importantly bring your own personality along to make it a truly personal experience for our customers.

You'll work with train staff and other colleagues to do all you can to make sure trains leave your station safely on time, liaising with station and control colleagues as needed to ensure things go smoothly.

As your experience grows, you will become the font of all knowledge about not only the customer's SWR journey, but about key destinations, attractions, and London transport.

You will need to be flexible in your approach and not afraid to get stuck in with a variety of tasks as you are responsible for your station and making sure it meets the quality and safety standards our customers expect. Whether this be checking everything is working and safe, to clearing up rubbish, or providing a helping hand to a customer, you are the face of SWR and can make a difference to someone's day.


Working hours

 Working an average of 37 hours per week.

The role is an GPR role so there is no fixed roster, 7 days notice for shifts. Can be any shift including nights. No Sunday working.

The earliest start would be 0515 however flexibility is required, finish times can vary and it includes night shifts as is a 24 hour roster. Working at locations including Eastleigh, Southampton Airport Parkway, Winchester, Basingstoke, Farnborough Main.

As a general purpose release (GPR) you will cover the gaps in the roster which are from leave and sickness.

Please note you will require access to a vehicle.


Other important information

Because we always need to be alert, we have very strict requirements around drugs, alcohol and the time it takes you to travel to work. Before you apply you will need to ensure you can travel to the location you have applied for within 45 minutes from your home postcode for all shift times, and upon appointment you will need to pass a medical checking your general health. You will also need to be able to complete a number of assessments that make sure you are the right person for this varied yet demanding role in delivering great journeys for our customers.

In return we offer a competitive salary and a variety of valuable benefits including free duty and leisure travel on SWR services for employee, free leisure travel for spouse/partner and dependants (criteria dependant), 75% discount on many other train operating companies, a range of retail benefits and an excellent pension scheme.

Please note applicants who require a visa, must have at least 6 months remaining at the time of their appointment. 

At SWR we believe our people are our greatest asset.

Our vision is to recruit and retain the best talent from the most diverse pool of candidates across our regions.

We are committed to establishing a sense of inclusion for all and to value each person for the unique contribution they bring.



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Southampton Road, Eastleigh, Hampshire, England, SO50 9FL
  • Ref:
  • Company:
    South Western Railway
  • Website Skillset:
    All Other Roles
  • Contract Type:
    Permanent - Full Time
  • Contracted Hours:
  • Location:
    Basingstoke, Eastleigh, Farnborough Main, Southampton Airport Parkway, Winchester
  • Salary:
    £20,476 per annum plus regional allowance of £451 per annum
  • Closing Date:
    31 March 2023
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