Customer Experience Assistant - July & September Start Dates London, England
Job description
At MTR Elizabeth Line, our Customer Experience Assistants are the face of the newest service running through the heart of London, delivering the fantastic service that’s made us one of the industry leaders.
As a Customer Experience Assistant (CEA) you could make a real difference to the way individual Londoners and visitors experience the exciting new world that has been built beneath the capital’s busy streets.
There are several qualities that we look for from our CEA’s. Above all we look for people who have a positive, enthusiastic approach, and a genuine motivation to help people - whoever they are, and whatever the situation.
Alongside this you will need to be resilient and be able to always remain professional - even when faced with challenging situations or people. This role comes with a number of operational and safety critical tasks that you will be trained to handle, all whilst interacting with customers using our service.
You don’t need to have rail experience to join us, we are more interested in what you can bring to the table! Our CEA staff come from all walks of life, and this is something that as a company we are very proud of.
As a Customer Experience Assistant (Safety Critical) you will:
· Be a visible, approachable presence at the front line of a busy station
· Be able to response to asset failures and faults, including platforms screen doors, escalators and carry out train dispatch duties.
· Answer queries, identify and anticipate the varying (and sometimes not immediately obvious) needs of individual passengers and groups.
· Provide accurate information about services, onward travel and local information, and additional help to vulnerable people and those unfamiliar with London
· Maintain safety, security and strict operating standards at all times, learn and follow set procedures correctly, while using your initiative to make smart decisions, sometimes while under pressure
· Operate, check and perform basic maintenance on a wide range of equipment and technology, report faults and issues
· Work as part of a team as well as working by yourself at times
· Work in subsurface (below ground level) stations where you will also lead in events such as evacuations
To join our Customer Experience team, there are a few things you’ll need to consider:
· You must have the right to live and work in the UK – we do not offer sponsorship
· You must be aged 18 years or over
· Offers of employment are subject to passing a Medical Evaluation (Drugs & Alcohol Test), reference checks and a Disclosure and Barring Service (DBS) check.
· You will receive 6 weeks (paid) training, after which you will need to pass a Safety Critical (SC) assessment and follow an ongoing competency framework. There will be no annual leave/time off authorised in your first 6 weeks of employment due to the training.
· Applicants must be able to travel to stations along the Central Operating Section (COS) - Paddington to Abbey Wood - for first and last service. Unfortunately, there are no parking facilities so you would need to make use of public transport.
Selection Process:
- Initial application
- You will then be sent an email with instructions on completing the Situation Judgement Test (SJT) and Safety Awareness Test
- If you successfully pass these tests, you will be invited to complete an Online Interview – consisting of 3 pre-recorded questions
- If successful, you will be invited to attend a final Face-to-Face interview
Medicals & References
All successful candidates will be required to undertake a safety critical medical which includes a drugs and alcohol test as well as undergoing reference checks and basic criminality checks.
Our Benefits:
- Company Pension
- 25 days annual leave
- Free or subsidised travel on rail fares across the country
- TfL Oyster Card for free travel across London
- “Celebrating You!” – Exclusive discounts with a number of partnered brands (Virgin Experience Days, TUI Holiday Offers, Fitbit, Hello Fresh, Harvey Nichols and many more!)
- Company Events such as Summer and Christmas Parties
- Team Building Events and Socials
- Regular Staff Nominations/Acknowledgements, including “Hero of the Day!”
- 39 paid weeks maternity / 3 weeks for paternity (depending on tenure of position)
- Paid sickness entitlement (depending on tenure of position)
Schedule:
A 10-hour shift at either day or night between 5.30am and 00.45am
7-day rota with 5 days on, 2 days off (including weekends and bank holidays)
Full uniform provided
Job Type: Full-time
Salary: £25,693.00 per year
Benefits:
- Company events
- Company pension
- Free or subsidised travel
- Transport links
Schedule:
- 10 hour shift
- Day shift
- Monday to Friday
- Night shift
- Weekend availability
Ability to commute/relocate:
- London, Greater London: reliably commute or plan to relocate before starting work (required)
Work authorisation:
- United Kingdom (required)
Shift availability:
- Day shift (required)
- Night shift (required)
Work Location: In person
Application deadline: 30/06/2023
Reference ID: COSHP0703
