Customer Service Assistant

About Network Rail

Join our Operations Team at St Pancras International station - Customer Service Assistants

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
Brief Description

Customer Service Assistants

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've 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.
About the role (External)

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

These are permanent positions, so come and be part of a truly unique business that brings the UK closer to Europe.

We're dedicated to building a diverse and inclusive organisation that reflects the passengers we serve. To achieve this, we're committed to becoming an open, diverse, and inclusive workplace, leveraging the skills and expertise of our talented workforce. Together, we strive to create a safe and accessible railway for everyone. Discover more about the importance of Diversity and Inclusion at Network Rail by clicking here.

Investing in our people is key to enhancing the safety, reliability, and efficiency of our railway system. If you're passionate about making a meaningful impact, then this opportunity is for you!

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.

The person

We are looking for candidates with:

• Good 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]]>