Who are we?
GWR is the proud custodian of Brunel's railway - one of the most prestigious networks in the world. We have some of the newest trains in the country 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 and South Wales to 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 our customers. Together, we will revalue rail as a very special way to travel – relaxing, fast, efficient, friendly and fun.
Are You Ready to Lead On-Board Customer Experience?
Do you thrive in a fast-paced environment where every day is different?
Are you passionate about delivering a world-class customer experience and leading others to do the same?
If you are confident communicating, can think quickly to resolve challenges, and take pride in creating memorable experiences for customers this may be the perfect opportunity for you!
Join Us as a Weekend Customer Host!
We're looking for enthusiastic Weekend Customer Hosts to join our On-Board Catering team. In this exciting role, you'll take the lead in delivering outstanding hospitality to our customers, ensuring our on-board service exceeds expectations every time.
You'll be the face of GWR hospitality, supporting colleagues, taking the initiative, and making every journey special.
What's in It for You?
Salary: £13,172 (first six months), rising to £17,232 after completing training and probation
Hours: 17.5 per week, inclusive of weekends and bank holidays
Excellent benefits: Free rail travel, pension, healthcare plan, discounts & more
Comprehensive training:
Your journey with us starts with solid training to set you up for success. Depending on your previous experience and any training already completed, our Training Team will send you a personalised plan before your first day. Once you're in the role, our Onboard Services Peer Training Team will support you as you settle into your position and continue to grow.
What You'll Do
Provide an exceptional on-board customer service experience
Lead and support On-Board Hosts, ensuring high standards of presentation and delivery
Sell products using an EPOS system
Communicate updates and manage customer expectations, particularly during disruption
Ensure safety and security procedures are always followed
Maintain stock levels and manage on-board product displays
Be a positive brand ambassador for GWR
What We're Looking For
What We're Looking For (Minimum Criteria)
Experience of delivering front-line customer service
Experience of working as part of a team
Experience of working within a regulated industry or following set guidelines and procedures
Strong numeracy and literacy skills appropriate to the role
Exceptional communication and people skills
Ability to deliver a world-class customer experience
Understanding of customer needs and expectations
Ability to make confident decisions within given authority
Knowledge of GWR products and conditions of sale (or willingness to learn)
Knowledge of railway timetables and fares (or willingness to learn)
Numeracy, literacy and the ability to use EPOS systems
Working Pattern
You must be flexible and able to work shifts, including early mornings, evenings, weekends, and bank holidays.
Travel between locations may be required.
📍 You'll need to live within 45–60 minutes of the station for this role.
What to Expect
After submitting your application:
You may be asked to complete an online assessment
Shortlisted candidates will be invited to an assessment centre, including group activities designed to showcase your customer service skills
If successful, you'll move on to a 1-to-1 interview with the hiring team this may take place on the same day or be scheduled for another date
Final stage: medical assessment (including drugs and alcohol testing) and a Basic DBS check
Ready to join our team? Apply today and start your journey with GWR!
The Reward
As well as a great team environment and comprehensive training, all GWR colleagues enjoy a range of benefits including on-going development, defined benefit pension scheme, free rail travel across the GWR network for you and your family, company-sponsored health care plan, discounted shopping and gym membership and an employee assistance programme.
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 a 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, for example, 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/
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