The Severn Valley Railway (SVR) is an award winning heritage attraction welcoming up to 250,000 visitors every year. This full-size standard-gauge railway line runs regular, mainly steam-hauled, passenger trains between Kidderminster in Worcestershire and Bridgnorth in Shropshire. Along the line the SVR operates two pubs, eight catering outlets, three shops and a visitor centre. In support of the railway operation there is a thriving Engineering Workshop, Diesel Depot, and Carriage & Wagon Works.
With an annual turnover of around £8m, the SVR employs approximately 90 people in full and part-time roles and a further 1,600 in voluntary roles. The SVR is a significant employer in the counties of Worcestershire and Shropshire.
The SVR is proud of its position as a nationally recognised and award-winning heritage attraction. Collectively the SVR's mission is to: “To enthuse and inspire an affection and understanding in our visitors and staff for the Severn Valley Railway and the bygone era of steam locomotion and heritage diesels through the operation and interpretation of the Railway infrastructure, locomotives, historic carriages and wagons.”
Why join us?
You will be part of a dedicated team at one of the UK’s leading heritage railways, helping visitors make the most of their experience and supporting the smooth delivery of our commercial activities.
Role Outline
Department: Commercial
Reports to: Customer Services Manager
Are you passionate about delivering excellent customer service and helping visitors enjoy memorable days out? Severn Valley Railway is looking for a Visitor Services Assistant to join our Commercial team and provide a warm, helpful and professional first point of contact for our visitors.
As a Visitor Services Assistant, you will play an important role in supporting visitors before and during their visit. You will respond to enquiries, process ticket sales, provide clear information, support bookings and help ensure every visitor receives the high standard of service expected from the Railway.
Key responsibilities
- Process ticket sales and customer transactions accurately and efficiently.
- Respond to telephone calls, emails, messages and on-the-day visitor enquiries.
- Act as a helpful point of contact for visitors, passengers, members and other stakeholders.
- Support the administration and delivery of commercial activities, including group bookings, dining, membership and footplate experiences.
- Assist with customer feedback, internal systems, databases and the CRM ticketing system.
- Work with colleagues across the Railway to resolve queries and support a positive visitor experience.
About you
- Confident communicating with visitors in person, by phone and in writing.
- A strong team player with a positive, professional and approachable manner.
- Organised, able to manage priorities and comfortable working under time pressure.
- Confident using Microsoft Office, including Word, Excel and Teams.
- Able to use initiative, solve problems and support several teams and activities.
- Experience in customer service, a contact centre or a heritage railway environment would be an advantage, but full training will be provided.
The contract is permanent and 40 hours per week. This role will involve weekend, bank holiday and evening work to support the Railway’s visitor, operational and commercial activities.
Salary will be dependent on experience and qualifications.
Benefits include company pension scheme, life assurance, free on-site parking, travel discounts on the national rail network (subject to a qualifying period), SVR travel vouchers, employee discounts, Employee Assistance Programme, employee-funded health cash plan, 23 days annual leave plus bank holidays.
Benefits:
- Company pension
- Health & wellbeing programme
- Life insurance
- On-site parking
- Store discount
Work Location: In person
