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Customer Service Assistant

3 months ago

Nuneaton, Warwickshire, United Kingdom West Midlands Trains Full time
£23,254 rising to £27,142 after successful completion of probation


As part of the Transport UK Group, West Midlands Trains delivers around 1,300 train journeys a day, for more than 60 million passengers a year, across our two brands - West Midlands Railway and London Northwestern Railway.


An exciting opportunity has arisen for a Customer Service Assistant to join our Passenger Services team based at Nuneaton station on a full time, permanent basis to provide a comprehensive customer service and care at the station, to maximise revenue income and to help maintain a clean, safe and presentable retail environment to West Midlands Trains customers.

This role involves working around a roster, you will be expected to work weekends and shifts to meet our customers needs.


What does the job involve?

  • Responsible for care of all despatch equipment
  • Make decisions regarding train despatch based on training provided, safety requirements and West Midlands Trains policy.
  • Make decision regarding provision of service to West Midlands Trains customers based on West Midlands Trains policy and management guidance
  • Ensure compliance with all safety responsibilities as detailed in the appropriate Safety Responsibility Statement.
  • Ensure compliance with the requirements of the Health & Safety at Work Act
  • Ensure the safe and timely despatch of trains
  • Ensure high levels of customer service are provided
  • Maintain a record of delays, replatforming and other events affecting the train plan as required
  • Proactively ensure that information is communicated within the station team and to other locations as appropriate
  • Assist with disabled passengers as required
  • Carry out Fire and security checks in line with current risk levels and maintain a high level of security vigilance at all times
  • Conduct station cleaning duties, and make the station safe, presentable and welcoming to customers where required

What skills and experience do I need to do the job?

  • Ability to speak clearly and provide information in a manner that can be easily understood
  • Customer focused
  • Efficient and calm
  • Polite and friendly
  • Flexible to the requirements of the job
  • Good communication skills
  • Ability to use own initiative when appropriate
  • High standard of personal presentation
  • Numerate and literate
  • Computer literate

What is the salary and benefits?

  • Salary of £23,254 rising to £27,142 after successful completion of probation
  • Final salary pension one of the best pension schemes available
  • Free travel on all our trains and those of other train companies within our parent group company for you, your partner and any dependent children
  • 75% off all other train company travel tickets
  • Retail discounts
  • Career development opportunities


Applicationswill be considered from colleagues with 6 months experience, after completion of their probationary period and a full check of absence and disciplinary records.