Job: Ticket Office CO1/2 - Part Time

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Reference number SWT02582 Region London Location London Waterloo Contract Type Part Time Contact Customer Service

Main Purpose

To provide a safe environment whilst delivering excellent customer service at all times. To issue and sell South West Trains and other business products in a professional manner, complying as necessary with the Ticketing and Settlement Agreement and ensuring safe working within the ticket office. To assist and advise customers in their individual travel needs. To account for revenues received. To ensure the ticket office is always presented as an attractive retail outlet.

Principal Accountabilites

• Ensure your personal safety and that of others, including that of visitors and contractors at all times. • To sell appropriate tickets for customers’ needs in an efficient, friendly and welcoming manner. • To answer travel enquiries regarding fares, routes and timetables, and to supply information in a timely way during times of disruption. • To accept payments and process applications for refunds, ensuring all information is dealt with in a confidential manner and complying with accounting instructions. • Wear uniform (including name badge) and safety clothing as supplied, ensuring that your standard of appearance complies with the company standard and is high at all times. • To maintain customer information displays and ensure these are up-to-date. • To assist customers as appropriate, especially those with special needs and at times of service disruption. • To ensure that cleaning duties are undertaken to high standards and the cleanliness of the environment is maintained. • To ensure that validity of all rules, notices and retail circulars and publications that may affect your working environment or product knowledge. • To check equipment, cleanliness and general environment of the office and take necessary action by correcting or reporting faults. • To provide excellent service at all times. • To undertake additional tasks as required by the local manager or shift leader.

Remuneration

£8.38 per hour rising to £10.02 per hour on completion of training plus £38.30 per week, pro rata Inner London Allowance.

Shift Pattern

There are two posts available.  Please state on your reason for application which vacancy / vacancies you would like to be considered for. Post 1: 19 hours 15 minutes per week             Wed 06:45-14:00, Fri 09:00-13:00, Sat 11:00-19:00 Post 2: 16 hours per week             Thurs and Fri 06:45-11:45 Sat 05:30-11:30.

Minimum Requirements

This is a customer-facing role and requires high standards of courtesy and customer service and the ability to maintain this even when working under pressure. • Resilience and the ability to cope in a pressured environment • Very good communication skills • High level of customer focus • Good level of numeracy • IT skills Applicants requiring a visa must have at least 6 months remaining at the time of screening. Applicants travelling time for this location must not exceed 45 minutes. Please Note: For new entrants to South West Trains, training for this position lasts 4 weeks on a full time basis only without exception.

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