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Customer Service Assistant (Information)

Edinburgh, GB

Scotland

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.

Scotland's Railway is part of this large family and it covers a large geographical area from the Borders to Thurso at the far tip of the North East of Scotland, accounting for almost 20 per cent of the UK rail network. We provide rapid access along busy commuter routes to our seven cities, servicing the varied needs of our business and leisure commuter services, including cross border services and rural services. We have up to 50 freight services operating every day and we are steadily building capacity for this to grow. Our ambition to be responsive to passengers and freight users, drives us every day and we're empowered to do the right thing for those who use the rail network. We actively challenge unsafe practices and take responsibility for addressing risks, resolving issues and protecting safety and wellbeing.

Our Customer Service Assistants provide a customer focused presence within the station on a day to day basis and deliver a first class and safe station environment for Train Operating Companies (TOCs), passengers and retailers.

This is an ‘Information’ post working in small team of 3, who work a roster pattern over a rotating 3-week roster.

Shift work is included with this role over 7 days:

• Monday to Saturday shifts: 06:30 – 15:30 (early) and 14:30 – 23:00 (late)

• You will also be required to work every 3rd Sunday between 11:00 and 20:00.

• There are no Night Shifts required with this role.

This is an office-based role, based at the Network Rail Station Reception of Edinburgh Waverley station. Some of the key daily duties / responsibilities are:

• Dealing with contractors; delivering safety briefs as required, signing them in, ensuring their paperwork is completed correctly and that they have an appropriate method statement for the work they intend to do.

• Dealing with visitors to the station; delivering safety briefs as required and signing them in using Sky visitor system.

• Issuing keys & access passes to staff and contractors and ensuring details are recorded properly.

• Answering enquiries from any members of the public who may come into the office.

• Assisting the shift manager during an evacuation (e.g. act as a notetaker, record areas of the station that have been reported as clear etc.)

• Have a good working relationship with station tenants & retailers - assisting them with any issues or enquiries they may have.

• Produce & cancel station ID badges for retailer & TOC staff - ensuring application forms are completed correctly and that supporting ID is correct. Ensure that the management of all associated paperwork is conducted properly as per NWRs procedures and GDPR rules.

• Help manage vehicle access / egress to the station for delivery vehicles.

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.

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

• Meet the required benchmark for application screening questions

Desirable

• Educated to GCSE or equivalent in English and maths

If you are interested in applying for this vacancy, please ensure you fully research the role and Network Rail prior to completing any further stages of the application process.

Find out more about this role and our managed station environments at: https://www.networkrail.co.uk/communities/passengers/our-stations/