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Video Contact Centre Agent

South Western Railway is committed to equal opportunities employment, and your application will be reviewed by the hiring panel with personal information removed. In order to assist this process please ensure that any attachments such as CV's or covering letter have personal details removed. Any other attachments such as professional qualifications can be left unedited. Applications not following this guidance may be rejected.


Do you deliver customer service to a continually high standard?

Would you like to be part of a European Innovations Award winning Video Contact Centre?

How about a career, not just a job?

 If the answer is YES, then you might want to read this:

The location for our Video Contact Centre is: Basingstoke Campus, Basingstoke RG21 4FS

The hours you will need to work are: Average of 37 hours per week, set finish 11:00pm. Monday - Friday  


As our customer base grows so does our customer's expectation of us. To meet this challenge and exceed customer expectations, South Western Railway  have introduced a cutting edge customer contact centre.

This unique service will be delivered 24/7 from our brand new facility in Basingstoke, where you will be surrounded by modern technology and have access to the latest network information. Building on your existing customer facing skills, you will become an expert in brand new information and video technology, allowing you to provide next generation customer service. This is an Innovative contact centre and South Western Railway are the only train company looking to the future in this way.

A business as busy as ours needs people who can be dynamic in responding to a wide range of customer enquiries so some details about us are: South Western Railway operates around 1,600 trains a day on a network encompassing routes through Hampshire, Surrey, Dorset, Wiltshire, Berkshire, Devon, Somerset, and Greater London. Over 4,500 employees help our customers make over half-a-million journeys every day to more than 200 stations on our network.

A modern railway requires a modern approach, and we are constantly looking for the brightest talent to help make the difference to our customers.

To be part of this dynamic team you will need:

  • Strong customer service skills
  • Proven experience in a call centre / contact centre environment
  • Excellent verbal communication skills
  • A willingness to learn new technologies
  • Able to work within a team of like-minded people on a 24 hour 7 days per week roster

In return we can offer excellent rates of pay – with no cold calling or commission targets - and unique benefits:

  • Excellent pension scheme
  • Free rail travel
  • Free on-site parking
  • First class training and development, that will inspire you to achieve
  • Unique career opportunities
  • On-site gym
  • On-site canteen 

Applicants requiring a visa must have at least 6 months remaining at the time of appointment


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 standard class 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.


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.

Close map
Basingstoke Campus (ROC)
Gresley Road, Basingstoke, United Kingdom, RG21 4HG
  • Ref:
  • Company:
    South Western Railway
  • Website Skillset:
    Customer Service
  • Contract Type:
    Permanent - Full Time
  • Contracted Hours:
  • Location:
    Basingstoke Campus (ROC)
  • Salary:
    £23,475 per annum plus £451 regional allowance per annum
  • Closing Date:
    12 August 2022
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