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Form of work
SalaryWho 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.
About the team
The stations team deliver a wide range of services to our customers, from being the first and last point of contact in a customer's journey, making sure our customers know where to go, helping them to board and alight services, providing information and help to make the customer experience one to remember. The team is responsible for providing a safe and secure environment, delivering the safe and efficient dispatch of trains, and ensuring that all the services provided at the station are delivered to the highest standards. Working in a busy and challenging environment, the stations team work tirelessly to ensure a great customer experience is delivered, even when things go wrong.
About the job
The S4 Lounge Host is responsible for leading and co-ordinating all aspects of the Sleeper Lounge operation, delivering the highest standard of Customer Service and presentation of the lounge operation whilst on duty, you will also ensure that station activities, including the dispatching of train services are completed safely and punctually. The postholder will provide information and assistance to customers and ensure that the station environment is kept to the highest of standards. This is a challenging multitask role that demands great flexibility, and an ability to respond to the ever-changing demands of a busy railway station, working solo and as part of the wider station team.
Your main responsibilities will be:
- Providing excellent Customer Service to Sleeper Lounge users at Truro
- The safe and timely dispatch of train services at Truro
- Ensure the cleanliness of the Sleeper Lounge and wider station environment is at the highest standard at all times
- Work as part of a team to provide assistance and information to customers.
You'll need to be:
- You must have a flexible approach, and a proven ability to deliver excellent Customer Service
- You must have good communication skills and be able to work on your own initiative
- Experience of working in a Customer Service environment is essential
- You must have the ability to be able to deal with multiple tasks and prioritise
As a minimum you will need to have:
- Previous experience of establishing relationships with customers
- For this position you must be able to demonstrate excellent Customer Service and communication skills.
- Effective team working, the ability to remain calm under pressure, numeracy skills and the ability to follow rules and procedures
Location
Truro is the capital city of Cornwall and as such it is the busiest station within Cornwall. It has good transport links to the surrounding area especially Falmouth and Penryn
Working pattern
This is a part time role rostered to work 33 hours per week which covers shifts including weekends and bank holidays.
Lounge Hosts at Truro work on a three-week rolling roster which includes an early and late shift. Shifts include Mon - Fri on the early shift and on the late shift, Sat and Sun .
Additional information
Successfully short-listed applicants will be invited to undertake an online ability test, and competency based interview. If you are successful, you will be required to meet the medical standards for this role, including colour vision test, and drugs and alcohol screen.
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 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.
