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Posted 4 days ago

Lead Customer Host

Swindon

Great Western Railway

73 job reviews

9.0

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Not great
  • Head office doesn’t understand the frontline

    How we know this

    43% of people think that this employer’s head office or owners have a good understanding of what’s really happening where they work

    Based on information from 61 job reviews

    Why this matters

    At a good job, the role of head office should be to support the people on the frontline serving customers.

    To do that properly, the company’s owners or head office need to have a good understanding of what’s really happening on the frontline. This is especially important when a company owns multiple locations.

  • Hard to choose shifts

    How we know this

    29% report that their manager gives them enough choice over which shifts they work

    Based on information from 68 job reviews

    Why this matters

    A good job is flexible around your personal life. This means you get a say in when you prefer to work.

Good
  • Easy to change shifts

    How we know this

    68% of people report that it’s easy to change shifts if they need to

    Based on information from 44 job reviews

    Why this matters

    A good job is flexible around your personal life. It should be easy to change a shift if you need to, whether that’s in an emergency or for planning ahead.

Excellent
  • Easy to book holiday

    How we know this

    88% of people report it’s easy to book holidays

    Based on information from 68 job reviews

    Why this matters

    A good job should let you take time off when you need it, and it shouldn’t be a nightmare to arrange.

  • Easy to take sick leave

    How we know this

    99% of people report that it’s easy to take time off if they are sick

    Based on information from 71 job reviews

  • People enjoy their job

    How we know this

    86% of people who enjoy their job

    Based on information from 7 job reviews

  • Enough training

    How we know this

    96% of people report they got enough training when they started working here

    Based on information from 72 job reviews

    Why this matters

    A good job should give you good training when you start, not just drop you in at the deep end.

    This means that you’ll be happier and more productive from day one and shows that your employer values you.

    It’s also very important if your job involves anything that could be dangerous. Good training from the outset keeps you and your team safe.

  • People aren’t stressed

    How we know this

    14% of people say they often feel stressed at work

    Based on information from 70 job reviews

    Why this matters

    Work isn’t always easy, but if you’re frequently feel stressed, that’s not good.

    Your employer should support you with enough people and resources to get your job done without feeling overwhelmed.

  • Good for parents

    How we know this

    90% of people who care for a child or other relative report this is a good place to work

    Based on information from 21 job reviews

    Why this matters

    Whether it’s looking after children or caring for a relative, a good job should support your responsibilities outside of work.

  • No short notice shift changes

    How we know this

    6% of people say their manager changes their shifts at the last minute

    Based on information from 66 job reviews

    Why this matters

    If your manager is often changing your shifts at short notice that’s a sign of poor planning. At a good job you won’t be messed around at the last minute.

  • Breaks are paid

    How we know this

    100% of people say they get paid breaks

    Based on information from 73 job reviews

    Why this matters

    A good job should have paid breaks.

    You should be paid for all your time at work, whether you’re on a break or not.

  • People are paid enough to live on

    How we know this

    99% of people say they are paid at or above the Real Living Wage for where they live

    Based on information from 69 job reviews

    Why this matters

    Everyone should be paid enough to live on.

    The Real Living Wage is a voluntary rate employers can sign up to that is based on the real cost of living.

    The Real Living Wage is currently £9.50 per hour, and £10.85 per hour in London.

  • People are paid market rates

    How we know this

    86% of people are paid average or more than the typical pay for the type of work they do

    Based on information from 44 job reviews

    Why this matters

    Pay can vary a lot between types of job. Employers should be ensuring that the rates their staff are paid are in line with similar roles elsewhere.

  • Opportunities to progress

    How we know this

    In the last year, 88% of people report being given an opportunity to get better at their job, learn a new skill, learn to manage a team or get more responsibility in their role

    Based on information from 67 job reviews

    Why this matters

    A good job should help you progress at work, if you want to. That might be supporting you to get better at the job you currently have, learn something new, manage a team or take on more responsibilities.

    This means you’ll be able to build on your skills and experience, and earn more money.

  • People get proper breaks

    How we know this

    92% of people report that they get to take proper breaks

    Based on information from 71 job reviews

    Why this matters

    When you take a break it should be a proper rest. It should last the full duration and you shouldn’t get pulled off it.

  • People recommend their team

    How we know this

    94% of people report that they would recommend working with their immediate team to a friend

    Based on information from 72 job reviews

    Why this matters

    A good job means enjoying the place where you work.

    The people you work with every day really matter. They can be the difference between a terrible day and a great one.

    If you’d recommend your team to a friend, this shows that something’s going right.

  • 4+ weeks notice of shifts

    How we know this

    • 10% report getting one week notice or less
    • 4% report getting two weeks notice
    • 0% report getting three weeks notice
    • 76% report getting four weeks notice or more
    • 10% report having a fixed rota

    Based on information from 70 job reviews

    Why this matters

    At a good job, you get plenty of notice about when you’re working.

    This makes it easy for you to plan the rest of life, as well as your finances, because you know how much you’ll be working and when.

  • People get sick pay

    How we know this

    99% of people say they would get paid if they were sick but scheduled to work

    Based on information from 70 job reviews

    Why this matters

    Everyone gets sick sometimes. You should be able to take time off without worrying.

    At a good job you should still get paid if you’re scheduled to work but can’t due to sickness. Your contract should say how many sick days you can take each year.

    This is more than the legal minimum, which says you should only get paid if you are unwell for 4 full days. See Citizens Advice for more details.

  • Managers are respectful

    How we know this

    92% of people say they’re treated with respect by their managers

    Based on information from 65 job reviews

    Why this matters

    Everyone should get treated with respect by their managers. You shouldn’t feel discriminated against or bullied, and if you have a problem you should be able to speak to someone about it.

  • No unpaid extra work

    How we know this

    6% of people report that they do extra work that they don’t get paid for

    Based on information from 69 job reviews

    Why this matters

    Everyone should get paid for any extra work they do, even if it is outside your contracted hours. At a good job, you should be paid for all the time you spend at work.

  • Well informed about head office

    How we know this

    94% of people feel that they are kept well informed about how the company is doing as a whole

    Based on information from 68 job reviews

    Why this matters

    At a good job, there should be a supportive relationship between the people working on the frontline serving customers and the people who own the company or work in head office.

    You should be kept informed about how the company is doing as a whole, both in good times and when things get tough for the business.

  • People don’t worry about getting enough hours

    How we know this

    0% of people report they worry about getting enough hours

    Based on information from 19 job reviews

    Why this matters

    At a good job, you shouldn’t have to worry about getting enough hours each week.

    A good job should guarantee you a minimum number of hours in a contract, if you want it.

    This makes it easier to plan your finances, because you know how much you’ll be earning.

What employees are saying about Great Western Railway

  • Best thing

    Mostly left to get on with it with no supervision. Good pay and benefits. I enjoy the work.

    Worst thing

    Shifts. Early starts and late finishes. Working weekends and public holidays.

    8.8

    Train driver, December 2020

    • £60,000 per year, working a 35 hour week
    • 25 or older
  • Best thing

    The camaraderie of my team, the travel perks, and the continual training

    Worst thing

    Sometimes when things go wrong the abuse from customers can be horrible

    8.4

    Employee, March 2021

    • £27,300 per year, working a 35 hour week
    • 25 or older
  • Best thing

    Good company to work for and company benefits

    Worst thing

    Rude unpleasant passengers. Fare evaders.

    7.9

    Employee, May 2021

    • £32,500 per year, working a 35 hour week
    • 45–54 years old
  • Best thing

    Salary , hours , company perks, final salary pension.

    Worst thing

    Shift working

    8.5

    Employee, January 2021

    • Manages people
    • £47,000 per year, working a 34 hour week
    • 25 or older

Lead Customer Host, Great Western Railway

We are looking to recruit for a talent pool for both our Cardiff and Swindon Depots for future vacancies as they arise within the On-Board Teams. Successful candidates will be placed in the talent pool pending available vacancies at the depot applied for

Who we are:

GWR is the proud custodian of one of the most prestigious railway networks in the world.

We aim to transform the way people think about rail travel by setting a new standard which includes a better experience for our customers. Together we will restore the railways as a very special way to travel, that is relaxing, fast, efficient, friendly and fun.

About the team:

This role reports to the On-Board Service Managers based at Swindon and Cardiff. Part of the Onboard Service team, based at the above stations, you will be working within a large team of Customer Hosts, on our intercity express trains. Customer hosts work as part of a small team alongside a Train Manager and Revenue Protection colleagues, to deliver the safest and best catering and customer service possible to GWR customers, whilst they travel.

About the job:

Working a variety of shifts, over 7 days within an established roster system with various shift patterns. This is primarily a sales role, which demands high levels of customer service. However, no two days are the same. One day you may be offering the GWR refreshment at seat trolley service to customers in standard class with a wide selection of refreshments and snacks and the next, you could be serving our first-class customers the GWR complimentary range. All this whilst supporting colleagues, protecting revenue and ensuring the safety of passengers and your fellow colleagues.

Your main responsibilities will be:
  • Promote and sell GWR products onboard our trains by engaging our customer whilst they travel, ensuring they have the journey they deserve.
  • To work to the highest standards as set by the business.
  • To be an ambassador for Great Western Railway by following our values to provide the best customer service.
  • Provide the best possible at seat service to our First-Class Customers.
  • To ensure GWR safety principles are always adhered to, providing the safety possible journey for customers.
  • To maintain a clean, hygienic and pleasant environment

Are you passionate about delivering outstanding customer service?

Are you flexible, with the ability to work a selection of shifts over 7 days?

Are you driven to deliver high level of sales while being proactive, with a 'can do' attitude?

Would you be comfortable working in a regulated environment?

If so, we would love to hear from you!

As a minimum you'll need to have:
  • Previous customer service experience within a sales background
  • Cash Handling experience
  • Previous experience of food safety
  • Excellent communication skills
  • The ability to work well with others as part of a team, or on your own
  • Previous stock control experience

About the location:

Cardiff depot is located just outside the main station. Swindon depot is at the heart of the GWR network and home to our head office. Your days will always start and finish at your" home station where there are crew "mess room" facilities, with shops and cafes around the station and local area.

Working Pattern:

The Lead Host role requires you to work shifts on a rota system, giving you plenty of notice in advance.

Shifts can start as early as 04:00am in the morning and finish as late as 01:00am.

You will also be required to work Saturdays, Sundays and Bank Holidays as part of your role.

Working weeks average 35 hours although will be varied through the rota. Maximum working days are 10.5 hours.

Additional Information:

Parking permits are available, but parking is not guaranteed.

Full uniform is provided which you will have to wear to the uniform standard, including safety shoes.

Applicants must live within one hours travelling time from the depot and be able to get to and from work without the need for public transport for early starts and late finishes.



For more information regarding the application process please contact the Group Resourcing Team on 01793 425669 or careers@firstgroup.com

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