Brief Description Customer Service Assistants We are looking to recruit a number of permanent Customer Service Assistant positions.The purpose of a Customer Service Assistant is to provide a customer focused presence within the station on a day to day basis, to deliver a first class and safe station environment for train operating companies, passengers and retailers.
PLEASE NOTE: This role requires an increased level of security clearance due to its responsibilities and accesses, and as such will be required to evidence your previous 3 years footprint.
If you have lived and worked outside of the UK during those 3 years, this may impact your eligibility for security clearance.
For any further questions, please contact us.
About the role (External)The roleThe key responsibilities of a Customer Service Assistant are to: ·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.·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.·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.·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·Update station staff and the train operating companies on potential service disruption.·Provide public safety and security information to all station users on a regular basis.·Operate and maintain station systems and equipment – including the fire panels and CCTV.·Liaise with signalling centres and train operating companies regarding train services, maintaining a log of occurrences.These are permanent positions, so come and be part of a truly unique business that brings the UK closer to Europe.We're dedicated to building a diverse and inclusive organisation that reflects the passengers we serve.
To achieve this, we're committed to becoming an open, diverse, and inclusive workplace, leveraging the skills and expertise of our talented workforce.
Together, we strive to create a safe and accessible railway for everyone.
Discover more about the importance of Diversity and Inclusion at Network Rail by .Investing in our people is key to enhancing the safety, reliability, and efficiency of our railway system.
If you're passionate about making a meaningful impact, then this opportunity is for you!
We're also a employer and we'll try our best to adapt the process and offer a reasonable alternative to help support people with disabilities access, apply and interview for roles.The personWe are looking for candidates who can demonstrate the below.üWilling and able to work shift patterns, which include unsociable hours and bank holidays.üExperience of working in a customer facing environmentüConfidence to deal with different types of situations assertively.üExperience of working effectively as part of a teamüStrong attention to detail with good observation skillsüReasonable level of general fitness including being able to stand and walk for prolonged periods.üMeet 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