Are you looking for an opportunity? 

Greater Anglia operates a busy railway network from London Liverpool Street to destinations across the east of England. We have a high standard of service for our customers throughout their journey experience so they can sit back relax and travel with confidence. Not to mention a whole new set of modernised greener trains, it’s never been a more exciting time to start a career with us. Do you want to be part of the journey? Come along and join Greater Anglia!  

We have an exciting opportunity within our Customer Relations team at Norwich Station for a VITA Advisor. This is a full-time permanent post. 

The Role 

Our team provide a point of contact for customers when they are on the move and when they are planning their journeys. You will be required to support more vulnerable customers as readily as those familiar with travel by rail and the services we offer.  The role will involve additional administration tasks which will require you to interact with other colleagues as part of your daily routine. 

In addition to providing support for a ticket purchase, you will also answer telephone calls from the public asking about real time train running and other train related matters.  Our department is based at Norwich Station, and we operate 363 days a year across a 24/7 roster which means working overnight on some shifts.  There is a small shift working allowance for our overnight shifts.  We are open Monday to Sunday with rostered Sunday overtime. 

This is a role which is not face to face with customers, you and your team will provide support using the audio technology within our ticket machines.

What we are looking for 

We are looking for a colleague who is an excellent communicator and can coach customers through the process of ticket purchase or collection at ticket machines on the Greater Anglia and West Midlands Trains network.  

You will need to be computer literate and able to multitask as well as having an excellent telephone manner.   

The successful colleague will need to be adaptable, familiar with timetables, fares, and ticketing, and display the best customer service at all times. 

The closing date for all completed applications is on Friday 10th March 2023. 

*Please note vacancies can close earlier due to high influx of candidate applications* 

To succeed in this role, we are looking for people who can bring our four values to life in your everyday work: 

• Genuine … be welcoming, customer-centric and respectful 
• Professional… be solution-oriented, accountable, and delivering to promises 
• Proactive … be progressive, innovative, and decisive 
• Inclusive … be connected in your thinking, empathetic and promote diversity 

Greater Anglia offer a healthy work life balance, holiday entitlement and an environment where you can learn, develop, and grow in your career. If you think you would be a great addition to GA then apply now! 

What can we do for you? 

• Defined Contribution pension scheme after 2 years option to move across to Defined Benefit (Final Salary) pension scheme 
• Free Travel on GA and 75% discount on other TOCs for leisure travel 
• Free Leisure travel on GA and 75% discount on other TOCS for eligible family members 
• International travel discount card (FIP) for staff and eligible family members after 12 months service 
• Gainshare bonus paid if GA hits relevant yearly targets, up £550 for permanent and £300 for agency 
• GA offers maternity, paternity and adoption leave and time off for prenatal care, as well as shared parental leave after 26 weeks of service - part of our commitment to family friendly policies  
• GA Hapi Benefits App– our great benefits app which includes discounts across many retailers, days out and dining 
• 24/7 Employee assistance programme, eyecare and flu jab vouchers and access to physiotherapy services 
• Annually issued 12 discount vouchers for family and friends to use 
• Salary Sacrifice schemes such as Cycle to work and Technology scheme (eligible once passing probation)