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Customer Service Assistant

4 months ago

Worcestershire, United Kingdom West Midlands Trains Full time

As part of the Abellio 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.

We are committed to delivering a safe and reliable train service, by investing in our fleet of trains, stations and employees. As part of this investment we are looking to recruit a **Customer Service Assistant (Band B)**, on a **full-time**, permanent basis, based in **Worcester**. You will deliver a quality customer service through the provision of assistance and information to fulfil West Midland Trains customer expectations, whilst meeting the Company’s business, safety and operational targets.

**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 high levels of customer service are provided
- Ensure customers are provided with the available accurate and timely information
- Ensure own safety and that of others at all times
- Comply with all appropriate rules and regulations
- Announce train arrivals and departures where required
- Maintain a record of delays, replatforming and other events affecting the train plan as required
- 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
- In an emergency situation follow the Rulebook requirements in terms of reporting an incident and respond to the incident in accordance with training provided.
- Undertake Evacuation Warden duties as required
- Ensure that the station environment is kept safe for all users in all weather conditions, including undertaking winter weather precautions where required
- Report all defects arising at the station according to the fault reporting procedures
- Monitor CCTV where required

**What skills and experience do I need to do the job?**
- Customer focused
- Efficient and calm
- Polite and friendly
- Flexible to the requirements of the job
- Good communication skills
- Able to use own initiative when appropriate
- High standard of personal presentation
- Numerate and literate
- Honest
- Computer literate
- Able to learn legislation that affects the role

**What are the salary and benefits?**
- Salary of £21,504 progressing to £25,392 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

Applications will be considered from colleagues with 6 months experience, after completion of their probationary period and a full check of absence and disciplinary records.