Ticket Office Sales Executive

Job Introduction

Are you passionate about delivering exceptional customer service?

Do you enjoy helping people?

Want to be a part of the next 200 years in rail history?

If so, then our Ticket Office roles are exactly what you are looking for.

As a member of the Ticket Office team, you will be the face of the company, interacting and communicating with our Customers to ensure they receive the best service possible and are issued the correct tickets for their journey.

We have vacancies available for both single Station roles and for General Purpose Relief positions, where you will have the extra variety of working from a number of different Stations within close proximity to the Hub station to help cover low staffed locations.

These roles are a varied shift pattern, certain shifts may start prior to the first Train in the morning, therefore candidates need to ensure they would be able to meet the shift requirements without the use of the Trains.

Single Station vacancies we are currently recruiting for are:

• Bexleyheath
• Bexley
• Brixton
• Bickley
• Otford
• Chislehurst
• Elmstead Wood
• Belvedere
• Crayford
• Plumstead
• Charlton

General Purpose Relief roles we are currently recruiting for are:

• Lewisham as Hub Station
• Orpington as Hub Station
• Dartford as Hub Station

Take a look at the video below to see what we achieved in 2023!:

Role Responsibility

You will have a number of accountabilities and responsibilities in this role, that will include but not be limited to:

• Provide pro-active sales information and advice and advise the best ticket options for our passengers in a polite and friendly manner, which will leave them wanting to return to our services in the future.
• Be a key source of proactive information and guidance on the general running of the service; this is even more important during times of disruption, crowding, bad weather and community events, ensuring our customers are engaged and supported.
• Provide up-to-date information relating to train services, referring to Southeastern’s information sources, also liaising with other Transport Operating Companies (District Light Railway, Tram, London Underground etc) if necessary, to ensure any changes to services are communicated promptly and accurately to customers and shared with the rest of the station team.
• Understand the needs of customers who have accessibility requirements, providing an exemplary adapted experience including mobile assist. 
• Provide our customers with a seamless ticketing experience by ensuring all retail sales areas are presented in a safe, clean and attractive manner. Complete fingertip maintenance as needed.
• Work as part of a wider team to collectively support the smooth running of the station and train service and ensure the best possible customer experience to all who visit our stations.
• Work with all stations, On-board and Control-based colleagues to offer customers requiring assistance the best possible solutions to meet their travel requirements. 
• Support colleagues and managers in times of emergencies and disruption and continue to put the customer experience at the heart of your thinking and actions, in times of challenging operating conditions.
• Report, address and raise any concerns regarding anti-social behaviour or safeguarding issues. 
• Efficiently deal with cash handling duties in a responsible and professional way.

The Ideal Candidate

To be successful in the role, candidates need to showcase the below skills, experience and knowledge in their application:

• Excellent Customer Service skills/experience, ideally within retail or a similar cash handling role
• The ability to communicate effectively at all levels
• Good standard of numeracy and accuracy
• The ability to work calmly under pressure
• Experience of cash handling is essential
• A pro-active ‘can do’ attitude
• Basic IT skills

Package Description

Southeastern recognises the value of every individual employee and offers benefits that reflect this.

As well as a generous salary, we offer an comprehensive benefits package which includes;

• A Contributory Final Salary Pension Scheme 
• Free rail travel on Southeastern and GTR rail services (extends to family members for leisure/educational travel)
• After a qualifying period, reduced rate travel on other train operators, including European services
• Up to 32 days annual leave entitlement (which includes bank holidays)
• Access to an array of discounts for retail and leisure products through our benefits scheme.
• Family friendly benefits including enhanced maternity/paternity leave, parental leave and carers leave.
• Full training and free uniform

About the Company

About Southeastern

Southeastern runs train services into London from Kent and East Sussex, operating almost 1,700 trains a day, carrying more than 400,000 passengers, serving 176 stations and covering 540 miles of track.

Just over 4,600 employees - mostly from the communities that we serve - work together to provide this vital service and we are looking to expand our successful team. We have a strong set of values that shape the way we run our business and guide our staff in delivering what our customers need. These are:

• We aim to be the best
• We make the difference together
• We care passionately about our people and our passengers

We are committed to being an inclusive employer, creating a workplace where everyone can come to work, feel safe and comfortable and able to do everything to the best of their ability. Read about some of the great Diversity and Inclusion initiatives our Head of Colleague Experience has been leading on . 

We recognise the positive value of diversity and it matters to us that our teams reflect the communities we serve. We welcome and encourage applications from people of all backgrounds.

We proud to be a WORK180 Endorsed Employer for Women. If you would like to know more information about how we are supporting our employees, you can view our policies and initiatives .

We have also won the Top Employer award at the Women in Rail Awards 2022!

If you have been unsuccessful in the recruitment process for the same/similar position you will not be eligible to apply for a period of 6 months from that date.

All offers of employment are subject to us obtaining satisfactory references (covering all education, training, employment and unemployment in the preceding 5 years and any previous railway employment). We will also complete right to work in the UK and criminal record checks. This is to ensure we are employing the best person for the role and to protect our customers, colleagues and our reputation. We are unable to offer sponsorship to work in the UK. 

This post will close before the intended closing date should sufficient number of suitable applications be received. Therefore, if you are interested in applying for this role, we suggest that you do so at the earliest opportunity to avoid disappointment.

SOUTHEASTERN is owned by SE Trains Ltd, a subsidiary of the Department for Transport’s public sector owning group, ‘DOHL.’ DOHL has responsibility for three rail companies, LNER, Northern Trains Limited and SE Trains.

SE Trains Limited