Customer Experience Host - University, United Kingdom - West Midlands Trains

West Midlands Trains
West Midlands Trains
Verified Company
University, United Kingdom

2 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description

Customer Experience Host

Duration:
Fulltime Permanent

Grade:
Station Staff - Band B Station Staff

Location:
University Station

Hours: 35 per week


As part of the Transport UK Group, West Midlands Trains delivers around 1,300 train journeys a day, for more than 60 million passengers a year, across our two brands - West Midlands Railway and London Northwestern Railway.


We are committed to delivering a safe and reliable train service, by investing in our fleet of trains, stations and employees.

As part of this investment we are looking to recruit a
Customer Experience Host, on a full time, permanent basis based at
University Station.


You will provide a safe and efficient customer service, ensuring all duties and responsibilities are carried out in a timely and safe manner.

While providing a high standard of customer service at the station and helping to maintain a clean, safe and presentable station environment to West Midlands Trains Customers.


What does the job involve?

  • Maintain passenger/customer safety on the station with due regard to overcrowding and the safe and timely departure of trains
  • Make decisions regarding provision of service to West Midlands Trains customers based on West Midlands Trains policy and management guidance
  • Ensure compliance with the requirements of the Health & Safety at Work Act
  • Ensure high levels of customer service are provided
  • Ensure customers are provided with accurate and timely information
  • Ensure own safety and that of others at all times
  • Comply with all appropriate rules and regulations
  • Announce train arrivals and departures where required
  • Maintain a record of delays and other events affecting the train plan as required
  • Assist with disabled passengers as required
  • Carry out fire and security checks in line with current risk levels and maintain a high level of security vigilance at all times
  • Conduct station cleaning duties, and make the station safe, presentable and welcoming to customers where required
  • Report accidents, mishaps and incidents in accordance with the accident reporting procedures
  • In an emergency situation be prepared to assist until resolved or until relieved by an appropriate person
  • Monitor CCTV where required
  • Coordinate replacement bus/taxi services where required

(See attached JD for full responsibilities)

What skills and experience do I need to do the job?

  • Customer focused
  • Efficient and calm
  • Polite and friendly
  • Flexible to the requirements of the job
  • Good communication skills
  • Able to use own initiative when appropriate
  • High standard of personal presentation
  • Numerate and literate
  • Honest
  • Computer literate
  • Able to learn legislation that affects the role

What are the salary and benefits?

  • Salary £23,254 progressing to £27,142 after successful completion of probation
  • Free travel on all our trains and those of other train companies within our parent group company for you, your partner and any dependent children
  • 75% off all other train company travel tickets
  • Retail discounts
  • Career development opportunities


Applications will be considered from colleagues with 6 months experience in current role and a full check of absence and disciplinary records.

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