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Network Rail High Speed – About Us

Network Rail High Speed Ltd (NRHS) is responsible for operating and maintaining the UK’s only international high-speed railway, High Speed (HS1). We bring together high speed domestic and international rail services with top brands in retail and hospitality under the roof of the iconic London St Pancras International.

At Network Rail, our passengers and freight users are at the heart of everything we do. We help to connect people to their friends and families and get goods to their destination safely and efficiently. We are an organisation where people matter. Watch our video to find out more!

Our Vision - to deliver the best High Speed rail customer experience.

Running the railway - Network Rail High Speed

We are continuing to build a diverse organisation which is representative of the people we serve. We want to harness the skills and expertise of our people and attract the best talent, to enable a safe and accessible railway for everyone.

About our people and the recruitment process – we are an inclusive employer of choice and we welcome applications from everyone!

We are also a Disability Confident Leader employer and we will try our best to adapt the process and offer a reasonable alternative to help support people with disabilities access, apply and interview for roles.

Customer Service Assistant

We are looking to recruit a number of permanent Customer Service Assistant positions. The purpose of a Customer Service Assistant is 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, passengers and retailers.

These positions are entry level and a great opportunity to experience life at Network Rail High Speed. Once you have mastered the role of a Customer Service Assistant and feel like it is time to move on, there are opportunities to progress your career – with internal vacancies being posted on a regular basis.

The role

The key responsibilities of a Customer Service Assistant are to:

• Act as a highly visible point of contact for station users and provide excellent customer service to all – including visitors, contractors, retailers, train operating companies and customers travelling throughout the station

• Undertake regular station checks – including on contractor compliance, security, safety and equipment – in accordance with relevant company standards and procedures, plus complete the relevant paperwork for audit purposes

• Respond to and record emergencies and incidents involving the general public and industry partners as required

• Provide a point of contact for the reporting of faults within the station – maintaining appropriate records, reviewing and closing actions as required

• Actively assist and provide information to customers travelling throughout the station

• Check contractors have relevant risk assessments and method statements prior to issuing a Permit to Work

• 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

• Provide a proactive role in dealing with hazards or unsafe conditions, checking that all such occurrences are reported correctly

• Fulfil allocated duties as prescribed within Emergency Plans

We are looking for candidates with:

• Command of the 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

• The flexibility to work a range of shift patterns – including early, late and night shifts

Although not essential, it would be an extra plus if you were:

• Educated to GCSE or equivalent in English and Maths

The role will be based at St Pancras International Station. However, occasional travel to our other offices and site locations along the route and across the network may be expected.

The important stuff

In return, we can offer a rewarding career and excellent benefits, including:

• A starting salary of £24,440 plus inner London allowance of £3,300

• 28 days annual leave (plus bank holidays)

• Bonus 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 successful in your application, you may be required to go through a security vetting process

Closing date and the application process:

• The closing date will be 09/08/2023

• Late applications will not be accepted

• We retain the right to close the advert early depending on application volume

• Following application, you will be required to complete an online testing assessment

• If successful at this stage, you will be invited to an in-person interview

• Interview are likely to be during the week commencing 21/08/2023

Note – Drugs and Alcohol Standard

All prospective candidates 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 all Network Rail Managed Infrastructure) will be enforced.