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9 months ago
South Western Railway
Salary: Competitive salary plus benefits
Location: London, London City, South East
Job type: Permanent
Contact: Recruitment
Category: Customer Service Jobs

Train Guard - Customer Service Professionals
Various locations – London area
Competitive salary plus benefits


As a Guard, you'll be responsible for getting thousands of customers to their destinations across the South Western region every day. The role is incredibly important, as our Guards are the face - and voice - of our on board service.

You will be empowered to provide the highest level of customer service and use all the tools available to you to deliver up to the minute information, a feeling of safety, security and a warm welcome for all of our customers - all whilst being consistently visible, approachable and helpful.

No two days are ever the same, but core duties require both customer service and operational skills, supported by a whole programme of training and refresher courses. You will be responsible for taking care of customers on your train, working in accordance with rules and regulations, to ensure that customers reach their destinations safely and on time. As a Guard, you will be resilient while working under pressure, and rise to the challenge when demands are coming thick and fast, with impeccable standards of courtesy and service.

Accountabilities

  • Ensure the trains run to time and any avoidable delays are prevented, with particular attention to the safe and punctual dispatch of trains at stations
  • Monitor customers getting on and off your train, proactively helping those with special needs, including elderly customers, disabled customers and those with children or heavy luggage.
  • Answer customer enquiries and make regular, high quality public announcements providing detailed journey information, based on customer needs. Operate electronic information systems to ensure visual information is available and up to date.
  • Constantly walk your train to check passenger comfort and security, managing overcrowding, unauthorised First Class travel, instances of feet on seats, smoking, noisy personal stereos and suspect packages.
  • Provide all possible assistance to customers when trains are delayed using your toolkit
  • Keep up to date with all Rules, Notices and Retail circulars and publications to ensure your product and environment knowledge is maintained
  • Check equipment, cleanliness and general environment of trains and take action by correcting or reporting any faults promptly through the appropriate channels.
  • Monitor your trains performance and record any delays along the journey with reasons.

At South Western Railway, safety is our number one priority. As a Guard, you'll work closely with great people to ensure your customers and colleagues are safe, happy and looked after.

In return we offer a salary starting from £20,347 per annum during training, rising to £30,370 per annum once qualified, 33 days leave, full uniform, pension and free travel on SWR services with discount and friends and family rates on other services.

For more information about the role and how to apply, please go to our Careers Site and search for ‘Guard’.


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