Assistance Controller

2 weeks ago

London, United Kingdom Eurostar Full time

At Eurostar we’re busy making Europe’s most loved travel experience better than ever. Join us and you’ll be part of a dynamic, connected, cosmopolitan team that feels at home in four countries and shares the same goal - to create an experience for our passengers that’s always truly exceptional. Do you want to be part of this journey?

Are you passionate about accessible travel? Eurostar believes that travel should be accessible for all, regardless of their physical limitations, disabilities, or age.

We are pleased to be offering and exciting opportunity to join our newly formed team of **Assistance Controllers**. If you have strong and proven leadership skills, this may be the role for you. You would be based in St Pancras International Station.

As one of our Assistance Controllers, you will be accountable for day-to-day performance and service delivery, leading a team of 23 Customer Assistance Team Members (ATMs) to ensure that first class assistance is provided to our most vulnerable customers, including but not limited to, those with reduced mobility, the elderly, unaccompanied minors, parents with young children and those travelling with guide animals.

You will oversee the smooth flow of such customers throughout the station, deploying staff effectively to meet and exceed customer requirements and maintaining a clear line of communication with team members and other key stakeholders.

**We currently have 2 positions opened: 5-month FTC and permanent role.**
- Internal Use Only_
- Grade RFJ, based in SPI._

**Requirements**:
**We are looking for someone to...**
- Collaborate with all station teams including Station Managers, Terminal Control, Platforms and Onboard Services to deliver the best possible service to our assistance customers.
- Work closely with EBSC to ensure any post travel customer queries are resolved in a timely manner.
- Be the point of contact for unaccompanied minors, ensuring the necessary paperwork has been filled in properly and the Eurostar policies have been followed.
- Look after customers with Assistance animals, ensuring the necessary paperwork has been filled in properly and the Eurostar policies have been followed.
- Ensure that every job is logged through the necessary systems to evidence volumes, performance delivery and improvements
- Ensure that customer self-help trolleys are correctly distributed throughout the station as required for train arrivals and departures.
- Ensure all arriving trains are met and ramps deployed where required.
- Lead a safety culture in the station, working with the safety champions to minimize risk and promote safe practices
- Produce daily performance reports, data analysis and distribute to relevant stakeholders

**You'll need...**
- Proven leadership experience
- Champion for change, you will be working in an area that is evolving over the coming months
- Excellent customer service skills
- Performance and professionalism under pressure
- The ability to lead a team in a fast-paced environment
- Strong communication skills
- Good understanding of Excel and Word
- Desirable_
- Proficient using Teams communication channel
- Knowledge of Salesforce

Full training and support will be provided for the right individual.

**Benefits**
- A starting salary of £49,680
- Travel benefits for work and play
- A great pension
- Exclusive discounts and perks

**If you feel like your skills and experience are relevant for the role, please don't hesitate to apply

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