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Customer Service Assistant

1 month ago

Nuneaton, 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 - Platform (GPR) **on a **full-time, permanent** basis, based in **Nuneaton**

You will provide a safe and efficient train despatch and platform service to ensure that all activities are carried out safely.

**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.
- 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.
- Comply with Rule Book, and other appropriate instructions and standards.
- Announce train arrivals and departures where required.
- 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.
- Ensure posters are displayed on the station, replacing any which are faded or out of date where required.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?**
- Competitive salary and excellent benefits
- 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.

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