Customer Service Assistant

2 weeks ago

London, United Kingdom Network Rail Full time

Customer Service Assistant (Assisted Travel Lounge) - London Euston Managed Station x 3

**Location**:
London, GB

**Department Name**:
SC Property Operations/National Stations/Euston (752309) G5

**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 undertaking an ambitious change. Our vision is Putting Passengers First - a company that is on the side of passengers and freight users; that is easy to engage with and is an efficient and dependable partner; a company people are proud to work for; instinctively recognised as an industry leader.

We’re an organisation where people matter. We matter to millions.

**Brief Description**:
Your operational and people skills matter.

You’ll help keep our passengers and station services moving. As a customer service assistant, you’ll enjoy variety and lots of activity in your role - this really is a job where no two days are the same.

Our passengers and station users' matter, and you’ll be out there to provide a safe, secure and positive station experience. Most days you’ll be covering significant distances across the station as you conduct security searches, monitor the station concourse, and help passengers during their station experience. You will spend most of the working day on your feet being highly visible to the customer. It’s your training and attention to safety and security that help keep our station users safe every day.

You’re able to build a good rapport with others, and your communications skills make all the difference with station users, retail staff and your station colleagues. And you’ll always be thinking of a great customer experience as you provide help across the station.

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)**:
Reporting to the Passenger Assistance Manager, the Customer service assistant (Assisted Travel Lounge) has the functional responsibility of achieving the Network Rail and Assisted Travel mission statement of delivering passengers home safe every day and a safe, efficient and complaint operation which allows passengers to travel in an efficient way.

The customer service assistant (Assisted Travel Lounge) is responsible for working with passengers and other external/internal operational teams in delivering a reliable and safe passenger assistance service. This includes using

The customer service assistant (Assisted Travel Lounge) has day-to-day responsibility for undertaking passenger assistance in line with accessible travel policy, conducting and co-ordinating passenger assistance by station vehicles of driving passengers, the use of station ramps, checking in passengers in the reception and conducting and co-ordinating assistances for passengers travelling in the west coast south route.

Responding to and communicating operational deficiencies and impacts to the Passenger Assistance Manager, ensure all passengers arriving are met within 5 minutes into the station.

Undertake roles and responsibilities within the Assisted travel team in a manner which reflects both the team’s high-performance culture and is aligned to organisational values. Deliver the operational plan and identify opportunities for continuous improvement within the team. Deliver excellent customer service and passenger assistance service. Complete duties as assigned by the Passenger Assistance Manager.

**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 s

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