Great Western Railway (GWR) Hiring for Ticket Examiner at Bristol Full Time

Who are we?

GWR is the proud custodian of Brunel’s railway – one of the most prestigious networks in the world, with new trains 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 to Bristol, South Wales and 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 all different backgrounds to make it a great experience for customers. Together, we will restore the railways as a very special way to travel.

What is the team?

As an integral part of our on-board teams, you are responsible for delivering a world-class customer experience – helping us deliver our vision of revaluing rail in the hearts and minds of the travelling public. You’ll be working closely with Guards as well as colleagues based at stations and our Revenue Protection Inspectors.

What is the job?

As a Ticket Examiner, you will liaise with colleagues to deliver a world-class customer experience throughout the journey and will ensure the safety of everyone using GWR services. The purpose of the role is to protect the revenue of the company by ensuring all customers travel with a valid ticket for their journey. You will be able to adapt to new people, new places and new situations. We are proud in GWR to share a common set of values – these help us deliver for our customers, drive business growth and serve communities across the West. Working on board our trains, you will clearly demonstrate these behaviours and attitudes.

What are the responsibilities?

• To be an ambassador for Great Western Railway by delivering the best customer experience and a safe journey.
• Sell a wide range of tickets, offering the most appropriate product to suit the customer’s requirements, and undertake a full inspection of tickets and railcards on trains.
• Undertake revenue protection activities around special events.
• Issue Penalty Fares to customers where appropriate, in accordance with The Railways (Penalty Fares) Regulations 2018.
• To welcome customers and assist them with their journey, especially when the service is disrupted.
• Whilst walking through the train, ensure that a safe, pleasant and clean train environment is maintained and meets GWR standards.

What sort of person are you looking for?

• Enthusiastic, positive and passionate about delivering outstanding customer service
• Flexible, with the ability to work a variety of shifts including weekends and bank holidays and early starts and late finishes
• Comfortable working in a strictly regulated environment
• Proactive with a “can do” attitude
• Able to work effectively when under pressure

What will I need?

• An understanding of customers’ needs
• Excellent communication skills
• The ability to build relationships and work as part of a team
• Experience of front-line customer service
• The resilience and fortitude of mind to remain calm and professional in confrontational situations

Where is the job?

This position is based at Bristol Temple Meads station and this is where you will start and end your shifts. The station has a range of food outlets.

What is the working pattern?

You will be working four hours a day for five days. The earliest starting time will be 04:45 and the latest finish will be 13:15.

What else do I need to know?

You must live within a maximum of 60 minutes’ travelling time of the depot.
Please note that training for this position is full time (Monday to Friday) for three weeks.

The Reward

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

The basic salary during probation is £19,906 pro rata, rising to £23,181 pro rata after probation. Additionally, you will earn commission on the ticket sales you make.

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.
https://exceptionalindividuals.com/neurodiversity/
https://www.healthassured.org/blog/neurodiversity/