Customer Service Assistant

Network Rail

Nov 10, 2024

Applications are closed

Job
Full-time
Entry Level
Customer Relations
Hospitality & Retail
London

Requirements

Good command of the English language – both written and oral
Experience of working in a customer facing environment
Confidence to deal with different types of situations assertively
Experience of working effectively as part of a team
Strong attention to detail & observation skills
Reasonable level of general fitness including being able to stand & walk for prolonged periods
Willing & able to work shift patterns, which include unsociable hours and bank holidays
This role includes completing Security patrols & control room duties
Meet the required benchmark for application screening / vetting
Although not essential, it would be an extra plus if you were:
Educated to GCSE or equivalent in English and Maths

Responsibilities

Act as a highly visible point of contact for station users and provide excellent customer service to all – including visitors, contractors, retailers, train operating companies and customers travelling throughout the station
Undertake regular station checks – including on contractor compliance, security, safety and equipment – in accordance with relevant company standards and procedures, plus complete the relevant paperwork for audit purposes
Respond to and record emergencies and incidents involving the general public and industry partners as required
Provide a point of contact for the reporting of faults within the station – maintaining appropriate records, reviewing and closing actions as required
Actively assist and provide information to customers travelling throughout the station
Check contractors have relevant risk assessments and method statements prior to issuing a Permit to Work
In liaison with customers, external authorities and regulators, implement plans to prevent and manage criminal activity on the station, including discouraging and preventing unauthorised persons from entering or remaining on the station
Provide a proactive role in dealing with hazards or unsafe conditions, checking that all such occurrences are reported correctly
Fulfil allocated duties as prescribed within Emergency Plans

FAQs

Where is the Customer Service Assistant position located?

The position is located at St Pancras International Station in London, GB.

What is the primary responsibility of a Customer Service Assistant?

The primary responsibility is to provide a customer-focused presence within the station, delivering a first-class and safe station environment for passengers, train operating companies, and retailers.

What qualifications are required for this role?

Candidates should have a good command of the English language, experience in a customer-facing environment, and the ability to work effectively as part of a team.

Are there opportunities for career progression?

Yes, there are opportunities for career progression within Network Rail High Speed, with internal vacancies being posted regularly.

Is experience in customer service necessary for this role?

Yes, experience of working in a customer-facing environment is one of the preferred qualifications.

What benefits are offered with this position?

Benefits include a starting salary of £24,440 plus an inner London allowance, generous annual leave entitlement, a bonus scheme, pension schemes, and travel discounts.

Does the role involve working shifts?

Yes, candidates must be willing and able to work shift patterns, including unsociable hours and bank holidays.

What kind of training is provided?

Training and development opportunities are available, along with an employee assistance programme.

Will there be security checks for applicants?

Yes, successful applicants will be required to go through a security vetting process.

What is the closing date for applications?

The closing date for applications is 21st November 2024.

Network Rail

Transportation

Industry

10,001+

Employees

2002

Founded Year

Mission & Purpose

We’re at the heart of revitalising Britain’s railway, getting people and goods where they need to be and supporting the economy. Investment and modernisation are essential. So we’re building the railway of the future, running a safe, reliable and efficient railway, and serving customers and communities. Our vision is Putting Passengers First – becoming a company that’s on the side of passengers and freight users.