Job Description

Do you have a passion for customer service?

Let\'s shape the railway together and develop your skillset!

We are are looking for talented individuals who are passionate about delivering outstanding customer service at Cambridge.

As a Passenger Host you are a key member of staff whose responsibility is to provide a high level of information to our customers as well as a feeling of safety, security and well-being whilst protecting the revenue of Govia Thameslink Railway.

Your duties as a Passenger Host fall into three main categories - revenue protection, customer service and security.

You will carry out your duties in a professional manner ensuring that customers are in possession of a valid ticket by undertaking station and on train ticket examinations at various locations and take the necessary action to deal with those individuals without valid tickets. You will be working alongside any contracted security officers, PCSO\'s, REO\'s or BTP at stations or on trains enhancing employee and customer safety.

Passenger Hosts work on a shift-basis covering unsocial and irregular hours, including weekends. Due to the shift times you must live in the local area and have available independent transport to ensure that you arrive at the station for the first shift and work your last shift as required as there may not always be a train service available.

Experience / Skills / Requirements

• A proactive approach coupled with passion and ability to support and develop your team
• Exceptional levels of customer service, each and every time - you will be a role model for others to follow
• Demonstrable experience of managing customers effectively in difficult environments
• You must be able to demonstrate a high level of numerical ability
• An effective communicator and must be able to demonstrate this both through your application and or assessments
• Confidence to make decisions in a customer focused manner and carry out instructions effectively

Benefits

Pension

Staff Travel

Childcare Vouchers

Extra Holidays

Discount Scheme

Shares

Long Service Awards

Employee Assistance Programme

The Transport Benevolent Fund

In-House Occupational Health Department

Cycle to Work Scheme

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Testimonials

What our staff say

\xe2\x80\x9cAs a station assistant for Thameslink, it\'s my responsibility to dispatch trains, carry out security checks and provide passenger assistance.\xe2\x80\x9d

Jack Pallister
Station Assistant

\xe2\x80\x9cI work as part of the Fleet Infrastructure team, which means ensuring our 18 Engineering locations operate safely and efficiently. We oversee all building and track maintenance works as well as various minor and major projects across the network.\xe2\x80\x9d

Hannah Richards
Fleet Infrastructure Administrator

\xe2\x80\x9cI\'ve always admired the railway - people rely on it every day and it\'s an important part of life. I\'ve worked very hard to get this job, and two years ago, I was offered a full-time position with Thameslink - determination pays off!\xe2\x80\x9d

Odayne Ebanks
Station Assistant

\xe2\x80\x9cLeaving your comfort zone can be scary, but I encourage everyone to just jump in and do it if they\'re looking for a challenge. It\'s never too late to try something new and with the right team supporting you - you can\'t go wrong!\xe2\x80\x9d

Vanya Felix
Airport Host

\xe2\x80\x9cI joined as a platform assistant last year and this year I was offered the role of team leader. It\'s a lot more responsibility; I supervise an entire shift, which includes all your platform staff. It\'s a big step-up but I\'m really enjoying it so far. I\'ve been a train enthusiast from a young age and finally getting to work on the railway is a dream come true.\xe2\x80\x9d

Marc Carless
Station Team Leader

\xe2\x80\x9cI started in a small ticket office back in 1996 and have continued to work my way up ever since. A previous manager told me about a job he\'d seen advertised for a trainer. I\'d never considered a job in HR or mentoring before then, but he said I\'d be perfect for it and I haven\'t looked back since!\xe2\x80\x9d

Zoey Hudson
Head of Talent, Diversity and Inclusion

\xe2\x80\x9cSince April, I\'ve helped to support our Kickstart Scheme. It\'s been a really rewarding process to be part of because I know first-hand how tough it can be to find work once you\'re out of it.\xe2\x80\x9d

Jack Gow
Mobile Station Managerr

\xe2\x80\x9cI love being part of the railway and find that it\'s a very supportive industry with a lot of open doors for progression. To run a good railway you need different talent and diversity of ideas so it\'s really important that we continue to focus on attracting more young women to the industry.\xe2\x80\x9d

Louise Webb
Passenger Handling Project Manager

\xe2\x80\x9cI love the freedom that comes with being a train driver. Obviously, there are rules and regulations to follow as well as duties and commitments to carry out, but in a way, you\'re sort of your own boss, which is nice.\xe2\x80\x9d

Ashley John
Train Driver

\xe2\x80\x9cI was in my mid-twenties when I applied to be a driver. It\'s something you can go into at any point in your life and I\'d recommend it to anyone, it\'s a fantastic industry to be a part of. I haven\'t been treated any differently just because I\'m a woman - I was the only female in my training class but that didn\'t bother me. I\'d love more women to join us, so what are you waiting for?\xe2\x80\x9d

Paige Lunn
Train Driver

\xe2\x80\x9cI left school as soon as I could, which was just after finishing my GCSEs.After a couple of office and retail jobs, I started my railway career in 2013 when I was 19 years old. Over six or so years, I worked in various roles and covered pretty much every station between Stevenage and Finsbury Park. It was a slightly quieter day when I saw the job advert for a trainee driver. I applied on a whim and things progressed from there!\xe2\x80\x9d

Beau Hawkins
Train Driver

\xe2\x80\x9cI\'m a Thameslink passenger host and team leader based at Luton station and I\'m currently doing a Level 3 Supervisor apprenticeship so that I can improve my skills even further. I was hesitant to do the apprenticeship at first because of my age - I left school over 60 years ago without any qualifications! It\'s been hard to get back into the routine of learning again.\xe2\x80\x9d

Bob Bryce
Passenger Host Team Leader

\xe2\x80\x9cIt was my brother\'s suggestion to join the railway. He was already working in the industry and knew I had some university bills to pay off so told me to give it a go, get out of debt and see what I wanted to do next. After a while, it just felt like actually - this is exactly where I\'m meant to be. I\'m part of a great team and the on-board department as a whole are brilliant to work with. I feel at home here.\xe2\x80\x9d

Tonderai Matizha-Johnson
Area Operations Manager

\xe2\x80\x9cWhen I saw that GTR was advertising places for its apprenticeship scheme I looked into it straight away because I thought it was a great opportunity to learn whilst getting real life experience in a 9-5 job. I applied for a level three business administration apprenticeship and was thrilled to find out I had a place on the course! I was so excited that I didn\'t even mind it was based 250 miles away from where I lived.\xe2\x80\x9d

Harriet Dee
Team Administrator

\xe2\x80\x9cWorking for GTR is very rewarding and fulfilling. You really feel like you\'re making a difference to customers, no matter what role you\'re in as at the end of the day they\'re the heart of our business. I\'ve had lots of opportunities to explore other aspects of the business including supporting our station staff and gaining my Train Dispatch Licence which has been enriching for my experience here.\xe2\x80\x9d

Maggie Luckhurst
Platform/Train Dispatch

\xe2\x80\x9cIf you\'ve always had an interest in rail, or maybe you\'re just curious to find out what working in the railway might look like, GTR is the operator to go for. Not many companies do an official work experience program and this unique opportunity will give you a good grounding with varied activities to help you find the best place in the railway for you. It certainly did it for me.\xe2\x80\x9d

Nathaniel Owen
Station Manager

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GTR stands for Govia Thameslink Railway, and includes Southern, Thameslink, Great Northern and Gatwick Express.

Copyright \xc2\xa9 Govia. All rights reserved worldwide. Thameslink Railway is a trading name of Govia Thameslink Railway Ltd. Registered in England under number: 07934306. Registered office: 3rd Floor, 41-51 Grey Street, Newcastle upon Tyne, NE1 6EE. Govia Thameslink Railway Ltd is a wholly owned subsidiary of Govia Ltd.

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