Customer Service Area Relief Hybrid

Be part of something rewarding, by joining Greater Anglia you’ll be helping our customers get from A to B. With a staff of over 2,500, we operate a busy commuter service from London Liverpool Street to destinations across the east of England. 

We have an excellent opportunity to join our team as a Customer Service Area Relief Hybrid. The position is based at Norwich Station, but you will also be required to cover Diss, Great Yarmouth, Lowestoft and Thetford.  

The Role 

As a Customer Service Hybrid, the key focus will be around train dispatch, ticket office, and providing exceptional customer service. 

Duties will involve meeting and greeting customers, selling tickets, and answering customer enquiries, hence there is a need to be customer service focused, whilst remaining friendly and approachable. This role will involve you supporting our customers by assisting them with using our ticket machines based around the station, as well as guiding our customers on new ticketing technology such as the smart card, and use of our mobile phone app etc. 

In addition, the role will also include the day-to-day operation of the platform, assisting customers with their travel needs, and helping mobility impaired customers have a smooth journey. 

During disruption, this colleague will be required to provide support and assistance to our customers.  

The role will involve working with our Drivers and Conductors to ensure smooth communication and service.   

As part of this role, the post holder will be required to comply with safety regulations, reporting faults, hazards, and liaising with other areas of the business when required.  

This role involves you assisting to keep our GA station clean and tidy, there will also be an element of lone working. 

This position will require you to work a combination of earlies starts, late finishes, and weekends. Earliest shift time is from 0500, and latest shift finishes by 0135. The suitable candidate must be able to get to the early shifts by own means of transport. The role entails an average of 35 hours per week. 

Full uniform will be provided, to ensure that you embrace our values and brand as a business. 

The salary for this role is £20,720. The full rate for this role is £27,992 (after 2 years)

What we are looking for 

We are looking for a colleague who has a high level of professionalism and a positive attitude. The ideal candidate should be pro-active and friendly when dealing with our customers.  

Excellent customer service and interpersonal skills are crucial for this role. This role will require you to remain calm under pressure whilst maintaining integrity at all times. You must be flexible (in your working hours). 

The suitable candidate will be familiar about using new technology such as smart phones and the internet as they will be required to show customers how to use these tools. 

The successful applicant will be required to attend a medical, as all offers are subject to passing a safety critical medical. 

The closing date for all completed applications is on Friday 14th January 2022 

*Please note vacancies can close earlier due to high influx of candidate applications*

To succeed in this role, we are looking for people who can bring our four behaviours to life in your everyday work: 

·        Genuine … be welcoming, customer-centric and respectful 

·        Professional… be solution-oriented, accountable and delivering to promises 

·        Proactive … be progressive, innovative and decisive 

·        Inclusive … be connected in your thinking, empathetic and promote diversity 

Greater Anglia can offer you a great work/ life balance alongside a generous salary. If learning, developing and growing your career is as important as great benefits such as free travel, pension, family discounts, and cycle to work scheme, then apply now, and see what we can do for you!