Customer Host- FGW

Discussion in 'Railway Jobs & Careers' started by alex595, 9 Jun 2015.

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  1. alex595

    alex595 Member

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    Hi All,

    I successfully passed the telephone interview for the role of Customer Host with First Great Western based at London Paddington.

    I was wondering if there was anyone out there who is a Customer Host or knows someone who works within a similar position within this company. I want to know what the shift patterns are like and what are the average shift times.

    I understand that on the railways it is shift work and there are times where the knock off times tend to be in the early hours of the morning, however what is the average time you tend to finish.

    Based on my previous job, a Late shift can be between 2pm-1am however usually the shifts starts around 3pm and usually finished about 11pm which was the average obviously there were some shifts which were later but were rare etc.

    Thank you for your help in advance.
     
  2. Amex88

    Amex88 Member

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    H Alex.

    I believe they have 3 shift patterns, earlys, lates and nights. The earliest start if I'm not mistaken is 5 am. Latest are around 1 or 2, maybe a little later. And nights should be around 11 or 12. It's a great role to start of with. You will gain skills and experience. :) good luck pal.
     
  3. alex595

    alex595 Member

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    Thanks for that Amex88. I didn't realise that they also had nights. For me nights are good as I prefer them anyway.

    Thanks. If anyone else has information, it will be much appreciated.
     
  4. Amex88

    Amex88 Member

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    Yes they have nights too I believe as they have turbos that leave early. Maybe I am wrong and someone will correct me. However, as far as I'm aware that it how they run the staffing.

    Your welcome pal.
     
  5. 455driver

    455driver Veteran Member

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    Why would customer hosts work nightshifts and work on turbos?

    I am confused.com!
     
  6. scotsman

    scotsman Established Member

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    RailGourmet provide the hosts that work the Turbos.
     
  7. Jonfun

    Jonfun Member

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    For the uninitiated, what does a Customer Host do? Are they the purple people doing assists on the station or are they onboard crews like running the buffet and sleeping cars? Or something else?
     
  8. Amex88

    Amex88 Member

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    They are they to provide customer service. They also dispatch trains, and lock empty stock too. Maybe I am wrong and they don't do nights. I'll find out tomorrow evening.
     
    Last edited: 12 Jun 2015
  9. Mojo

    Mojo Administrator Staff Member Administrator

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    I thought a Customer Host at FGW was the person that staffed the buffet/provided the at seat service in First class?

    https://www.youtube.com/watch?v=cR3lLk-3uEk

    ''Customer Hosts have a big responsibility; they make sure our customers are comfortable and well looked after. This rewarding role involves working on board one of our High Speed Trains. You’ll need to be fun loving and enjoy giving great customer service. The ability to talk to customers and to exceed their expectations is essential.

    The role is demanding, particularly during busy journeys. Whether you’re working in the on board Express Café, or serving hot and cold drinks and snacks from the refreshment trolley in First or Standard Class carriages – you’ll need a genuine passion for great customer service.''

    https://uk.firstgroupcareers.com/vacancy/customer-host-1825/1851/description/
     
  10. Amex88

    Amex88 Member

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    Major apologies. I was dead wrong then. Totally mixed it up with platform staff. Sorry :( silly me.
     
  11. sun28oli

    sun28oli New Member

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    Hi Alex

    Could you give me an idea of the questions asked in the telephone interview
     
  12. 455driver

    455driver Veteran Member

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    The ribena girls (and guys) are Customer Ambassadors.
     
  13. monsento

    monsento Member

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    name a time when you gave good customer service.
    worked effectively as a team.
    had a problem at work how did you fix it.
     
  14. alex595

    alex595 Member

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    The telephone interview was about 15mins and they mainly asked competency questions along with things like why I wanted the job etc.

    I cant remember exactly because I did a Telephone Interview about a less then a year ago, which I passed and they just use that so I don't have to re-do the phone interview.

    Apologies for the delay in replying
     
  15. Berries

    Berries Member

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    Hi there!
    I have just been asked to complete and online assessment for a similar job. Has anyone had to do one of these? Is there any way you can prepare in advance?
     
  16. alex595

    alex595 Member

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    I have done loads of these to the point that I never look at the questions no more, I look at the answers and select the appropriate one.

    The only advice I can give, you have to balance the Customer Service aspect with being proactive, using your initiative and being honest. The simple things you do as Customer Service can be seen a lot for a customer.

    Just read the question and give the most appropriate answer which maintains the rules within the company but maintains that customer service aspect.
     
  17. Berries

    Berries Member

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    Thank you so much for the vote of confidence. As far as customer service is concerned, I have nothing to worry about. I'm good at mental arithmetic...
    I'm just not sure about the "checking". What do you reckon this is?
     
  18. alex595

    alex595 Member

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    What role have you applied for?

    With "Checking" involved, I would assume the role would be Revenue Protection or Ticket Office or something along those lines.

    I done mine ages ago but from what I can remember: the counting one had a sum of money that you had to change up for example:

    A Ticket is £3.40 and you get given £5. You then have to click on the correct coins to get the change. On the screen it has pictures of each coin, if you click on it, it counts as 1 of that coin etc. So for the above I would give 1x10p, 1x50p and 1x£1.

    The checking possibly related to tickets checking the information is correct. Or questions within that court.

    Please bare in mind that I did that type of assessment a while ago. You just need to make sure that your accurate however you continue at a good pace.

    Good Luck- I am sure you won't need it though
     
  19. Berries

    Berries Member

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    Whew! That makes perfect sense. I've been practicing online equations.
    Passenger host.

    I feel more confident now. Thank you!
     
  20. bumble

    bumble New Member

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    Hi all.. I have my 2nd attempt at the assessment centre/interview for Customer Host. I think I am a great at customer relations, and really want this job!! Can anyone give me some tips on how to "shine" at the interview?? Also I know there are going to be tests to do.. what tips can you give me for passing these?? Thanks in advance! (ps.. my assessment/interview is weds of this week)
     
  21. Berries

    Berries Member

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    Awesome! Let us know how it goes :)
    Have you passed the online tests yet?

    All the best!
     
  22. bumble

    bumble New Member

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    I took the online tests a while ago, so I haven't had to re-do them this time. Im just a tad nervous for the actual day tests... im not good at pressure tests. Just sat here now trying to get my head around the ticket checking tests and going to do some maths questions! Its like being back at school!!
     
  23. Berries

    Berries Member

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    Thinking of you! Came to check to see how it went.
     
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