Customer Service Assistant Birmingham
Job description
Location
Birmingham, GB
Department Name
OZ Property Operations/National Stations/Birmingham (752359) G5
About Network Rail
Our passengers and freight users are at the heart of everything we do. We help connect people to their friends and families and get goods to their destination safely and efficiently. We're an organisation where people matter. Watch our video to find out more!
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
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 (TOCs), passengers and retailers.
About the role (External)
Key Accountabilities:
1. Provide a highly visible point of contact for station users providing customer service to all, including visitors, contractors, retailers, TOC’s and customers travelling throughout the station.
2. Undertake regular station checks including contractor compliance, security, safety and equipment in accordance with relevant company standards and procedures, completing the relevant paperwork for audit purposes.
3. Respond to and record emergencies and incidents involving the general public and industry partners, as required.
4. Provide a point of contact for the reporting of faults within the station, maintaining appropriate records, reviewing and closing actions as required.
5. Actively assist and provide information to customers travelling throughout the station.
6. Check contractors have relevant risk assessments and method statements prior to issuing Permit to Work.
7. 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.
8. Provide a proactive role in dealing with hazards or unsafe conditions, checking that all such occurrences are reported correctly.
9. Fulfil allocated duties as prescribed within Emergency Plans.
10. Helping our passengers who book assisted travel to ensure all our passengers travel safely, in comfort and with confidence.
11. Carrying out a range of manual handling activities, including putting ramps down on trains, pushing a wheelchair and helping passengers with their luggage.
Job Skills, Experience and Qualifications:
Essential
- Command of English language, both written and oral
- Experience of working in a customer facing environment
- Confidence to deal with different types of situations assertively
- Experience of working effectively as part of a team
Desirable
- Educated to GCSE or equivalent in English and maths
Salary: £21,500
Closing date: 3rd April 2023 - Late applications will not be accepted.
You can visit Evenbreak's Career Hive for advice on accessibility support if you're unsure of the options available. Should you require any reasonable adjustments/modifications, please contact Shakeel Mohammed or add a note to your application.
What does our recruitment process look like?
1. Once you have applied, our Recruitment Specialist will look at your CV.
2. If your experience matches what we're looking for, you'll be invited to an assessment centre. If you are successful in the assessment centre, you will be invited to a face-to-face interview with the hiring manager.
3. The assessment centre’s will be held on the 24th April, 25th April and 26th April. Please make sure you are able to attend one of these dates.
For further information, please contact Shakeel Mohammed
