Customer Service Assistant

3 months ago

Nuneaton, United Kingdom West Midlands Trains Full time

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.

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