Customer Service Assistant London, England
Job description
Location
London, GB
Department Name
Southern Region Stations
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 an organisation where people matter. We matter to millions.
Brief Description
Your operational and people skills matter.
The reception area at Network Rail Managed Stations often acts as the first point of contact for passengers, contractors, retailers, TOC staff and other visitors within Network Rail station teams. As such, it is important that reception teams create a professional and welcoming initial impression and are consistent in the service levels they provide. The team should be able to deal with enquiries professionally and efficiently, be polite, courteous and clear about what can and cannot be done. Treating all that come into our stations fairly and provide an accessible service.
In this role your typical duties would look like the below:
- Correctly identifies and manages visitors to the station
- Confirms that visitors have the relevant risk assessment / method statement (RAM) or work package plan, where appropriate
- Provides safety briefings to visitors as appropriate, depending on the type of visitor and the reason for their visit
- Issues ID to visitors and parking permits
- Reports and manages visitors who have not got the correct permissions to visit the station
- Manages visitor sign out and ID return process
- Be able to work to an IOSH certification for processing of risk/method statements (RAMS)
- Issuing of full station security identification cards
- Fault reporting/management of outstanding faults
- Control of certain station keys
- Liaising with station stakeholders
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.
About the role (External)
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 it’s passengers.
Whilst a rostered working environment may look like a challenge to working parents, we have many amongst our Southern Stations team who find this to be of benefit, due to the structure and commitment of a planned weekly roster they can plan childcare effectively!
Everyone matters is our diversity strategy. By 2024 we will be an even more open, diverse and inclusive organisation that is better at reflecting the communities that we serve. By putting our passengers first, our strategy will help us to provide a more accessible and more inclusive experience for you.
Safe behaviour is a requirement of working for Network Rail. Applicants should be able to demonstrate their awareness of our safety vision.
Salary and benefits:
- Salary £21,500
- A London weighting of £3,200 pro-rata
- Pro-rata annual leave entitlement
- My benefits – our discounted online shopping site
- A range of discounted offers including, childcare vouchers, healthcare offers – cycle to work, healthcare club discounted membership and other benefits
- Subsidies of up to 75% on rail and underground season tickets
- A choice of contributory pension schemes
- 2 weeks paid reserve leave for our Armed Forces community
We're dedicated to creating an inclusive environment and we welcome applications from everyone!
Network Rail is a Disability Confident Leader 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.
Vacancy closing date: 27th April 2023. Late applications will not be accepted.
