customer relations London, England
Job description
Location
London, GB
Department Name
SC Property Operations/National Stations/Euston (752309) G5
About Network Rail
Are you looking to join an organisation where you do meaningful work every day? As a customer service assistant, you’ll be starting a rewarding career with Network Rail.
Our role is to run a safe, reliable and efficient railway, serving customers and communities. We exist to get people and goods where they need to be and to support our country’s economic prosperity.
We're undertaking an ambitious change. Our vision is Putting Passengers First – a company that is on the side of passengers and freight users; that is easy to engage with and is an efficient and dependable partner; a company people are proud to work for; instinctively recognised as an industry leader.
We’re an organisation where people matter. We matter to millions.
Brief Description
You make all the difference...
Our 20 managed stations – including London Euston, Birmingham New Street, Manchester Piccadilly, Edinburgh Waverley, Glasgow Central, Leeds, Bristol Temple Meads and 10 other stations in London – are Britain’s busiest and biggest stations.
They are vital to millions of people each year and as a Customer Service Assistant you will play a key part in keeping our station services running smoothly and safely. Every day is varied, and it’s your ability to handle different situations that will help you shine.
And if you make the grade then you can look forward to a rewarding and fulfilling career with a company that recently joined the top 50 in the Glassdoor's 2021 Best Places to Work
About the role (External)
Your operational and people skills matter.
You’ll help keep our passengers and station services moving. As a customer service assistant, you’ll enjoy variety and lots of activity in your role - this really is a job where no two days are the same.
Our passengers and station users’ matter, and you’ll be out there to provide a safe, secure and positive station experience. Most days you’ll be covering significant distances across the station as you conduct security searches, monitor the station concourse, and help passengers during their station experience. You will spend most of the working day on your feet being highly visible to the customer. It’s your training and attention to safety and security that help keep our station users safe every day.
You’re able to build a good rapport with others, and your communications skills make all the difference with station users, retail staff and your station colleagues. And you’ll always be thinking of a great customer experience as you provide help across the station.
This role also involves shift working (days, nights, and weekends) and to you’ll be willing and able to work on a shift basis which means that you may be asked to cover a variety of shifts 365 days per year.
Your skills matter
You don’t need any rail experience, but you do need to show that you have transferable skills in the following areas:
- People focus - you’ll enjoy working in a role that requires you to deliver excellent customer experiences. You genuinely care about our customers and pride yourself on being able to build rapport with everyone, including our passengers and colleagues.
- Safety and security – our safety vision is everyone home safe every day, and you’ll be able to demonstrate vigilance and safe behaviours. You’ll also have a good eye for detail, looking for anything that doesn’t look quite right. You’ll also need to be able to follow instructions, adhere to rules and ensure that others do the same.
- Communication – every day you’ll be helping passengers and working closely with colleagues, you’ll need to be able to communicate clearly (both written and verbal), warmly and concisely in English.
- Acting as one team – station operations depend on a high level of team working where you support each other to keep the station operating smoothly and safely. You’ll need to be someone that others can depend on - you are responsible and play your part.
- Staying calm under pressure – At times, you will be faced with stressful situations and you need to be someone who stays calm under pressure, even when faced with an angry passenger, or emergencies such as station evacuations.
- Confident decision making – your decisions affect our passengers and other station users. You’ll be able to show that you can make independent and informed decisions under pressure.
Willingness and capacity to learn – there’s so much to learn and you’ll work with many people, processes and equipment every day. You’ll be keen and able to keep learning every aspect of the role.
This role involves days, nights and weekend working and the job is crucial for the safe running of the railway and its passengers.
It’s also important for our candidates to be aware that whilst we do have high expectations of our customer service assistants with regards to the safety of our station and the passengers, we equip you to be as safe as you can possibly be in every possible scenario.
Offers of employment are subject to passing of the relevant medical assessment and BPSS pre-employment checks.
Closing date: 11th July 2023. - Late applications will not be accepted.
fixed term contract of 12 months with a potential of them becoming permanent positions.
There are 10 roles available.
What does our recruitment process look like?
- Once you have applied, our Recruitment Specialist will look at your CV.
- If your experience matches what we're looking for, you'll be invited to an Interview.
Drugs and Alcohol Standard:
Our Drugs and Alcohol Standard is changing as of 16.01.2023. All prospective candidates who have not been offered a conditional role by 16.01.2023 will be required to undergo and pass a drugs and alcohol test. Your application will be rescinded if you record a positive test. All positive drugs and alcohol test results for prospective candidates will be securely held on Sentinel database and a 5 year suspension from applying for a safety critical role, a role which requires PTS certification or a Key Safety role on Network Rail Managed Infrastructure will be enforced.
You can visit Evenbreaks Career Hive for advice on accessibility support if you're unsure of the options available. Should you require any reasonable adjustments/modifications, please add a note to your application.
