Customer Experience Host

Customer Experience Host

£29,032

Permanent (Full-Time)

Edinburgh Waverley Station

Shift Pattern:

Various shift patterns including early, late and weekend working.

This is for a Full and Part Time Talent Pool.

Great journeys start with great people

Here at LNER, we're shaping the future of rail on one of the UK's most iconic routes. From our high-speed Azuma fleet, redefining long-distance travel, to our next generation of trains, Serenza, this is a moment of real transformation for LNER. We're investing in cutting-edge technology, sustainability, and most importantly our people, to deliver outstanding experiences for our customers. There has never been a more exciting time to grow your career with LNER!

So, what exactly does a Customer Experience Host do?

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 deliver a personal at seat service for customers using our 'Lets eat at your seat' app, while 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 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 while travelling at 125mph? Then this is the job for you!

What you'll need

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 also enjoy developing your knowledge around our on board offering to share with both customers and colleagues
• As you will be serving and selling 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.

So what is a Future Talent Pool:

We're always looking for talented people to join us at LNER. To help make our recruitment process more efficient, we sometimes recruit in advance to build our talent pools. This means that when a suitable role becomes available, we can reach out to candidates straight away rather than restarting the entire recruitment process each time.

You'll enjoy

• Free travel on LNER, plus 75% off other companies' tickets (for you and your dependents).
• Discounted international train tickets (after one year's service).
• 50% discount on LNER tickets for friends and family.
• Generous pension scheme.
• Annual cycle to work schemes/electric vehicle scheme.
• Discount, savings and cashback scheme from top retailers.
• Health and wellbeing schemes and discounts.
• A host of training opportunities to help further your career.
• Rewards and awards to recognise when you shine.

Advertised Full Time Salary Is 35 hours per week on average and is Inclusive Of Attendance Allowance £3,818 Per Annum.

Full Time Salary Increases At 6 Months To £30,161 And At 18 Months To £31,940 Per Annum.

Advertised Part Time Salary Is 17.5 hours per week on average and is Inclusive Of Attendance Allowance £1,909 Per Annum.

Life at LNER

We're on a mission to become the UK's most loved, forward-thinking, and responsible train operating company in the UK. This means making a real difference by doing the right thing for our customers, our people, and the communities and destinations we serve. Together, we're shaping the future of rail travel through our passion, our innovation, and our extraordinary people. Our people are at the heart of everything we do. We're committed to creating an inclusive and engaged culture that supports everyone at every stage of their journey. This means that when you're with LNER, you can truly be yourself—and it's why so many of our colleagues choose to stay and grow with us.

• Diversity and inclusion – We are passionate about building a diverse and inclusive workforce that reflects the communities we serve. We actively create opportunities to inspire and attract diverse talent to join LNER. We are committed to supporting all candidates, so if you require any adjustments or assistance at any stage of the recruitment process, please let us know.
• Developing our people – We're creating a learning culture that enables our people to be the best they can be. We support development and career journeys with the right tools and resources, aligned to our people priorities: readiness for Great British Rail, the future world of work and strong, people focused leadership that delivers for our people, customers, and business.
• Health and wellbeing - To create a culture where our people can perform at their best, the physical health and mental wellbeing of our people is of paramount importance to us. 

Disclosure and Barring Service (DBS) check 

At LNER, safety is our top priority. If your application is successful and you're new to the business, we'll carry out a basic DBS check as part of our pre-employment process. This is only takes place once a conditional job offer has been made. The DBS check looks for any unspent convictions and conditional cautions under the Rehabilitation of Offenders Act (ROA) 1974. If there's evidence of an unspent conviction or a conditional caution, the details of these will be reviewed internally by a cross functional panel on a case-by-case basis before a final offer of employment is confirmed. Please note that in some cases, this may result in an offer being withdrawn. Further information on how we collect and use this data is available on our privacy notice. 

Medical screening 

We're a safety conscious business, so when joining LNER in any role you'll need to pass a medical screening and a drugs and alcohol test before we can confirm an unconditional job offer. For safety-critical roles, a safety-critical medical will also be required. Our Talent Team will be on hand to guide you through the process and will send you a medical questionnaire by email. Once complete, this will go directly to our in-house Health and Wellbeing team who will contact you to arrange a convenient location, date and time for your medical appointment. We currently have clinics in Kings Cross, Doncaster, Newcastle and Edinburgh. The sooner we can do it, the better, so please try to be flexible with your availability. Once your medical is approved, we'll finalise any last details and look forward to you joining the team!

How to apply 

We have fantastic opportunities for people from all different backgrounds, so now is the time to join the team at LNER.

Click ‘Apply Now' and start your journey here

As we receive a large number of applications, we're only able to offer personalised feedback once candidates reach the face‑to‑face interview stage.