customer relations Swanscombe, England
Job description
Location
Swanscombe, GB
Department Name
CT Ebbsfleet QX (989301) G1
About Network Rail
Who we are:
Network Rail High Speed Ltd. (NRHS) is responsible for operating and maintaining the UK’s only international high-speed railway, High Speed 1 (HS1).
The 109km HS1 infrastructure consists of a diverse range of railway assets such as the track, signalling, overhead line, lineside buildings, depots, viaducts and long tunnels. NRHS is also responsible for operating and maintaining three international stations; St Pancras, Ebbsfleet and Stratford International.
As a wholly owned subsidiary of Network Rail Infrastructure Ltd, NRHS is privately financed under an agreement with our client ‘HS1 Ltd’, undertaking a diverse range of activities from railway infrastructure maintenance and operations - through to station facilities management and retail on behalf of our client.
About our people and the recruitment process - We're an inclusive employer of choice and we welcome applications from everyone!
We encourage our colleagues to work flexibly, as we know traditional working patterns don't always fit. If you want to consider working flexibly, just let us know and we'll do our best to help and invest in your career with us, whilst you have a healthy work life balance.
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.
Brief Description
Network Rail High Speed – Customer Service Assistant (Ebbsfleet International Station)
It’s an exciting time to be joining Network Rail High Speed. We are making the biggest fundamental change to our business in its history, as we look to modernise and deliver an even more sustainable and high performing high-speed railway than we already have today!
The role:
As a Customer Service Assistant, you’ll be the friendly face greeting our passengers at our station. You’ll be providing first class customer service to our passengers alongside our train operator and retailers.
About the role (External)
The person
Our Customer Service Assistants are the face of Network Rail, directly communicating to passengers to help them get on their way. We’re looking for people who want to be at the heart of our business and care about delivering positive passenger experiences every day. Each shift presents its own challenges, but nothing compares to putting a smile on our customers’ faces. Our brilliant Customer Service Assistants go the extra mile to put our passengers first and get them to their destination safely.
So, who are we looking for? You don’t need any railway experience to apply for this role, so if you can answer ‘yes’ to the following questions, then we look forward to receiving your application:
- Do you have experience of working in a customer facing environment?
- Do you thrive in an environment where no day is like another?
- Can you communicate clearly to a variety of different people, both verbally and written, in English? Do you pride yourself on being able to build rapport with both customers and colleagues?
- Do you follow safety rules in your workplace? Are you comfortable addressing unsafe behaviours and practices?
- Are you decisive and assertive in your decision-making process in a fast-paced environment? Can you stay calm under pressure such as crowding or evacuations?
- Can you understand different customer needs and requirements?
- Are you confident in dealing with different types of situations assertively, like retailers/difficult passengers/security?
- Are you motivated to learn about all aspects of the station world?
- Experience of working 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 it isn’t essential, it would be an extra plus if you:
- Are educated to GCSE or equivalent in English and Maths.
The important stuff
We’re recruiting for roles at Ebbsfleet International in Kent. However, occasional travel to our other offices and site locations along the High Speed line and across the network is to be expected, as an example, for training.
We can offer you a rewarding career with competitive pay and excellent benefits, including:
- Annual basic salary of £24,180, plus an outer London allowance of £1,950 (pro-rata) plus opportunities to work overtime
- Pro-rata annual leave entitlement
- Healthcare club discounted membership
- ‘Cycle to Work’ scheme
- Excellent choice of pension schemes
- 75% subsidy on rail season tickets (including London underground)
- 75% off leisure rail travel for you and your family
- ‘my benefits’ – our discounted online shopping site
- Training, development and employee assistance programme available
- Two weeks paid reserve leave for our armed forces community
- 5 days paid volunteering leave
If you are successful in your application, you may be required to go through a security vetting process (depending on the role)
Closing date and application process
The closing date will be 21st June 2023. Late applications will not be accepted.
Network Rail High Speed retains the right to close the advert early depending on application volume.
If successful at shortlisting stage, you will be invited to an interview, which is likely to be conducted on Wednesday 5th July and Thursday 6th July (though these interview dates may be subject to change).
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.
About Network Rail
CEO: Andrew Haines
Revenue: $5 to $10 billion (USD)
Size: 10000+ Employees
Type: Non-profit Organisation
Website: www.networkrail.co.uk/careers
Year Founded: 2002
