The role
The 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
- Provide regular updates on train and station services to all station users using the information systems available.
- 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 clicking here.
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 Disability Confident Leader 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 person
We are looking for candidates who can demonstrate the below.
ü Willing and able to work shift patterns, which include unsociable hours and bank holidays.
ü Experience of working in a customer facing environment
ü Confidence to deal with different types of situations assertively.
ü Experience of working effectively as part of a team
ü Strong attention to detail with good observation skills
ü Reasonable level of general fitness including being able to stand and walk for prolonged periods.
ü 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
