Customer Service Assistant

Customer Service Assistant - Ebbsfleet International

**Location**:
Swanscombe, GB

**Department Name**:
CT Ebbsfleet QX (989301) G1

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

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.

**Brief Description**:
**Network Rail High Speed - Customer Service Assistant - Ebbsfleet International**

It’s an exciting time to be joining Network Rail High Speed. We are making the biggest fundamental change to our business in its history, as we look to modernise and deliver an even more sustainable and high performing high-speed railway than we already have today

**About the role (External)**:
**The role**

As a Customer Service Assistant, you’ll be the friendly face greeting our passengers at our station. You’ll be providing first class customer service to our passengers alongside our train operator and retailers.

**Who we are**

Network Rail High Speed Ltd. (NRHS) is responsible for operating and maintaining the UK’s only international high-speed railway, High Speed (HS1). NRHS is also responsible for operating and maintaining three international stations: St Pancras, Ebbsfleet and Stratford International.

NRHS is a wholly owned subsidiary of Network Rail Infrastructure Ltd. We undertake a diverse range of activities from railway infrastructure maintenance and operations - through to station facilities management and retail on behalf of our client.

**The person**

Our Customer Service Assistants are the face of Network Rail, directly communicating to passengers to help them get on their way. We’re looking for people who want to be at the heart of our business and care about delivering positive passenger experiences every day. Each shift presents its own challenges, but nothing compares to putting a smile on our customers’ faces. Our brilliant Customer Service Assistants go the extra mile to put our passengers first and get them to their destination safely.
- Do you have experience of working in a customer facing environment?
- Do you thrive in an environment where no day is like another?
- Can you communicate clearly to a variety of different people, both verbally and written, in English? Do you pride yourself on being able to build rapport with both customers and colleagues?
- Do you follow safety rules in your workplace? Are you comfortable addressing unsafe behaviours and practices?
- Are you decisive and assertive in your decision-making process in a fast-paced environment? Can you stay calm under pressure such as crowding or evacuations?
- Can you understand different customer needs and requirements?
- Are you confident in dealing with different types of situations assertively, like retailers/difficult passengers/security?
- Are you motivated to learn about all aspects of the station world?

Although it isn’t essential, it would be an extra plus if you:

- Are educated to GCSE or equivalent in English and Maths.

We’re recruiting for roles at Stratford International in East London and Ebbsfleet International in Kent. However, occasional travel to our other offices and site locations along the High Speed line and across the network is to be expected, as an example, for training.

The annual salary offered is £21,500. Additionally, you will receive an Inner London Allowance of £3,200 pro rata and have opportunities to work overtime.

Other benefits include:

- Pro-rata annual leave entitlement
- A range of discounted offers including childcare vouchers, healthcare offers, a Cycle to Work scheme, healthcare club discounted membership and other benefits
- Discounted rail and underground season tickets
- A choice of contributory pension schemes
- 2 weeks paid reserve leave for our Armed Forces community

For further information or an informal discussion about the role, please contact:
Louise Duncan, Station Manager (07725 496096) or Harry Smith, Station Operations Manager (07922 026158)

**Drugs and Alcohol Standard**: