Station Gateline Customer Service Assistants
1 week ago
STATION GATELINE CUSTOMER SERVICE ASSISTANT
PERTH
JOB SHARE 17 HOURS 30 MINUTES PER WEEK
With more than 5,000 employees, ScotRail plays a vital role in serving the people and communities of Scotland. We recognise a modern and diverse workforce, encouraged to use their talents, and develop their skills, is integral to our success in serving and reflecting the communities of Scotland. We are committed to being a diverse and inclusive employer and have also set ourselves ambitious sustainability targets including having a carbon-free railway in Scotland by 2035.
**THE ROLE**: To provide customer information and assistance including wheelchair assists. Issue tickets to customers in line with the excess fares’ procedures using the relevant ticket issuing equipment. Check tickets and supporting documents. At automatic gateline ensure the safe operation of the gateline including the identification of safety hazards to the gateline operation and opening the gates when required. Ensure a safe environment around the gateline including cordoning off hazards and cleaning up minor spills. Operate the wide isle gate and ensure the numbers of gates set for passenger flows in each direction are appropriate. Assist with customer direction and queue management to ensure control of any build-up of customers in the gateline vicinity. Carry out queue busting duties as required. Identify the development of queue lengths against pre-set limits and determine when to open all gates to improve flow rates. Empty the ticket hoppers, dispose of the tickets collected and clean the gates and associated plant equipment.
To be successful in this role you will demonstrate a commitment to exceeding customer expectations, have total confidence and ability to deal with conflict situations constructively, be a real team player and highly proactive. Your excellent communication skills will be evident, as will the ability to work alone when required and be able to demonstrate individual initiative when required. Flexibility will be required.
This post works 17hours 30 minutes per week wokring two shifts at a length of 8 hours 45 minutes. Sunday working is included working approximately one Sunday every six weeks. A full-time post is shared between two members of staff who work 2 shifts each per week.
We offer an attractive reference salary of £ 24,691 per annum (pro rata) on completion of training. The trainee salary is £21,193 per annum (pro rata).
We’ll ensure you’re rewarded for your contribution with a competitive package that includes:
- Contributory Final Salary Pension scheme
- Free and reduced rate rail travel for you and your family, where applicable.
- Generous holiday allowance
- Hapi benefits package, offered to everyone at ScotRail
Your training which will take place in Glasgow will include induction, customer service, commercial skills, first aid, fire safety, disability awareness and conflict management - will be professionally delivered to give you all the tools you need to master this interesting role. Training will be on a full-time basis.
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