We are currently looking for Retail Travel Advisors and Revenue Officers to join our Customer Experience team for London Northwestern Railway, across the Watford Junction Area.

These roles will be full time and part time, as we are currently creating a talentpool for upcoming roles across our west coast line.

The Role

You will require you to provide a comprehensive customer service and care at the station, to maximise revenue income and to help maintain a clean, safe and presentable retail environment to West Midlands Trains customers. We're looking for people who are passionate about excellent customer experience and can confidently work on their own but also be an excellent team player. Whilst it's busy during the peak times, you'll need to be able to keep yourself motivated during quieter times. 

Ensuring that all travelling passengers are in possession of a valid ticket for their journey. The post holder will at all times provide an excellent level of customer service. The key measure of success is to change behaviour so that passengers travel with a valid ticket going forward and the company meets its targets in relation to ticketless travel and customer satisfaction

Duties will include:

• Issuing products and services available to customers
• Ensuring the station is kept clean and presentable and literature is continuously available to customers
• Emptying ticket machines, ensuring that paperwork is undertaken and forwarded in accordance with company guidelines
• Offer flexibility to complete all tasks and required shift patterns
• Operate automatic ticket gates where in place.
• Undertake customer service or crowd control duties at home or other stations, including during special events and disruption. During unplanned disruption to train services you will be expected to keep customers informed to the best of your ability and provide the highest level of customer service possible.
• Provide excellent levels of customer service at all times.
• Report any unexpected ticket office closures, excessive queues for tickets or faulty self-service ticket machines in line with company guidelines.
• Conduct interviews with those suspected of travelling fraudulently under the terms of the Police & Criminal Evidence Act 1984 as it relates to the questioning of suspects. Prepare notes from such interviews and submit travel fraud reports as you may be required to attend court and give evidence in support of cases of fraudulent travel.
   

The role involves shifts and weekends and you will be required to wear uniform. All successful new entrants will be required to undergo a criminal records check, Right to Work verification, referencing and full medical assessment including a drug and alcohol screen.

Benefits

In addition to a competitive salary West Midlands Trains offers a wealth of benefits including free travel on Abellio trains for you, your partner and dependent children, 75% discount on all other train travel over most of the UK rail network, development opportunities to help further your career with West Midlands Trains, and a contributory defined salary pension. 

Applications

We reserve the right to withdraw this advert at any time due to high volumes of applications (please submit your application as early as possible to avoid disappointment).

Applications will be considered from colleagues with 6 months experience after completion of their probationary period and a full check of absence and disciplinary records.