Ticket Examiner

Who’s in the team?

As an integral part of a new Westbury-based team, you will deliver a world-class customer experience to our customers – helping us deliver our vision of revaluing rail in the hearts and minds of the travelling public. You will be working closely with our Conductors and Train Managers as well as colleagues based at stations and our Revenue Protection Inspectors.

What is the job?

As a Ticket Examiner, you will liaise with colleagues and will ensure the safety of everyone using Our services. The purpose of the role is to check that all customers have a valid ticket for their journey. You will be able to adapt to new people, new places and new situations. We are proud in our network to share a common set of values – these help us deliver for our customers, drive business growth and serve our communities. Working mainly at Westbury station but also on board our trains, you will clearly demonstrate these behaviours and attitudes.

What are the responsibilities?

• To be an ambassador for us by delivering the best customer experience and a safe journey.
• To sell a wide range of tickets, offering the most appropriate product to suit the customer’s requirements, and undertake a full inspection of tickets and railcards.
• Undertake revenue protection activities around special events.
• Issue Penalty Fares to customers where appropriate, in accordance with The Railways (Penalty Fares) Regulations 2018.
• To welcome customers and assist them with their journey, providing information and customer care at all times, but especially when the service is disrupted.
• Whilst working, ensure that a safe and clean environment is maintained.

What sort of person are you looking for?

• Enthusiastic, positive and passionate about delivering outstanding customer service.
• Flexible, to adapt to business needs.
• Comfortable working in a strictly regulated environment.
• Proactive with a “can do” attitude.
• Able to work effectively when under pressure.
• Confident to have conversations that may be challenging.

What will I need?

An understanding of customers’ needs

• Excellent communication skills
• The ability to build relationships and work as part of a team
• Experience of front-line customer service
• The resilience and fortitude of mind to remain calm and professional in confrontational situations

Where is the job?

This position is based at Westbury station. This is where you will start and end your shifts. You may also be working on board our trains.

What is the working pattern?

This role is for 20 hours a week working a variety of shifts over five days, including weekends and bank holidays. The shift times and days will vary, Week one, approximately 0600 to 1600, then week two a week of lates 1500 to 1900

What else do I need to know?

You must live within a maximum of 60 minutes’ travelling time of the depot.

Please note that the training is full time (35 hours per week) and lasts three weeks.

The basic salary during probation is £13,546 rising to £15,594 after probation. Additionally, you will earn commission on the ticket sales you make.

The Reward

As well as a great team environment and comprehensive training, all GWR colleagues enjoy a range of benefits including defined benefit salary pension scheme, free rail travel across the GWR network, company-sponsored health care plan, discounted shopping and gym membership and an employee assistance programme.

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.