Customer Experience Host
About Us
LNER is the rail company that stepped in and took over the East Coast mainline after Virgin Trains East Coast. We began our journey on Sunday 24 June 2018 and we have ambitious plans to change the face of train travel. We want to create a service everybody loves, that our people are proud to work for and helps the communities that we’re part of, to flourish.
We kept our promise to maintain a seamless transition between old and new. While doing that, we launched the future of rail travel, with our new Azuma train. It’s already a great success, introducing more seats, more space and above all, punctuality.
Whether you’re nipping to your auntie’s for cake and a cuppa, braving a meeting with the boss or treating the kids to a day of candy floss and sandy toes. We’re with you. Making it happen. Connecting towns and cities, people and places with pride.
Everything we do at LNER is geared towards delivering great experiences for our passengers, our colleagues and our communities.
Together, we’re driving innovation and transforming rail travel. By being on time, having more trains and more seats, to the huge leaps in engineering like our stunning Azuma train.
People, places and moving forward are top of our list. We embrace the communities that we operate in, welcome change and are determined to constantly improve everyone’s travel experience across the nation. Not only that, our team is proud to be part of LNER and because of this, they deliver a great service. A service better than anyone else because they care a little bit more.
That’s what makes us LNER.
The Role
Who are we?
Here at LNER people are at the very heart of our business. From our drivers to our marketeers and of course our customer experience hosts, every single person plays a role in creating exceptional experiences for our customers.
Whilst getting people safely from A to B and on top is of course our priority, with the help of cutting edge technology like our brand new Azuma trains, we're on a mission to transform rail travel on our iconic East Coast route. We are always interested in meeting new and existing talent, so if you'd like to join us on our journey there's no time like the present!
So what exactly does a Customer Experience Host do?
We're glad you asked!
By joining LNER as a Customer Experience Host you could be serving early morning coffees to our business commuters, handing out sweet treats for families on day trips or even be found rustling up bacon sandwiches for football fans travelling to support their teams. No matter the journey, you'll be on hand to provide an exceptional and personalised experience. You'll have the opportunity to bring a smile to our customers' faces through creating a welcoming on board atmosphere, assisting with luggage, as well as ensuring our customers leave with a positive memory of their journey with us.
For our customers travelling in standard class you'll offer a service from either the cafe bar or refreshment trolley, taking responsibility for both cash and stock management. Within first class you'll serve customers our complimentary food and beverage offering, delivered to the highest of standards. As a Customer Experience Host you'll also develop a good understanding of health and safety and be trained to ensure a safe, clean and tidy environment onboard our trains at all times.
Think you can manage all of this whilst travelling at 125mph? Then this is the job for you!
So, do you have what it takes?
To make it as a Customer Experience Host you'll need:
- Plenty of customer service experience and strong interpersonal skills
- A good track record of providing customers with a personalised and memorable service as well as a genuine passion for helping customers
- The ability to communicate effectively through the toughest of situations and relish stepping up to the challenge of disruption
- You'll have proven soft sales skills and experience of product management – you'll enjoy developing your knowledge around our on board offering to share with both customers and colleagues
- Due to the sale of alcohol, you will need to be aged 18 or over to apply
- Finally, you'll need to be flexible - our Customer Experience Hosts are on hand to assist our customers early in the morning, late in the evening and over weekends, so you'll need to be able to fully commit to working shifts.
Still want in? We thought you might...
If you'd love to join us, then it's time to brush up your CV & click ‘apply', there's never been a better time to join the LNER family and be part of the best train operator in the UK 🚂
Good luck, we can't wait to hear from you!
What We Offer
We’re very picky about who works for LNER. So when you wear the LNER uniform, you have to be at the top of your game. Our customers expect the very best service and we expect you to deliver it.
In return, you’ll receive a competitive salary. Oh, and throw in a benefits package traditionally described as ‘generous’.
This includes;
- Free travel on LNER trains for you and your dependants
- 75% off other Train operating companies (again for you and your dependants)
- Discounted international travel after one years service
- 50% discount for friend and family
- Generous pension scheme
Along with various schemes and offers
Your Application
What happens next?
We promise we’ll let you know as soon as we can the outcome of your application and/or any testing you do.
If you are successful, you’ll be invited along to an interview or to take part in one of our assessment centres. These can include interview, group exercise, role play, or more tests (we have lots of industry standard tests that help us keep everyone safe!). During these sessions, we’ll get to know more about you and you can also make sure we are right for you – it’s a two-way process!