Customer Service Assistant

3 weeks ago

London, United Kingdom Network Rail Full time

Customer Service Assistant - London Paddington Managed Station

**Location**:
London, GB

**Department Name**:
Wales & Western Region

**About Network Rail**:
Our passengers and freight users are at the heart of everything we do. We help connect people to their friends and families and get goods to their destination safely and efficiently. We're an organisation where people matter. **Watch our video to find out more**

We encourage our colleagues to work flexibly, as we know traditional working patterns don't always fit. If you want to consider working flexibly, just let us know and we'll do our best to help and invest in your career with us, whilst you have a healthy work life balance.

**Brief Description**:
To provide a customer focused presence within the station on a day to day basis to deliver a first class and safe station environment for Train Operating Companies (TOCs), passengers and retailers.

**About the role (External)**:
**Key Accountabilities**:
1. Provide a highly visible point of contact for station users providing customer service to all, including visitors, contractors, retailers, TOC’s and customers travelling throughout the station.

2. Undertake regular station checks including contractor compliance, security, safety and equipment in accordance with relevant company standards and procedures, completing the relevant paperwork for audit purposes.

3. Respond to and record emergencies and incidents involving the general public and industry partners, as required.

4. Provide a point of contact for the reporting of faults within the station, maintaining appropriate records, reviewing and closing actions as required.

5. Actively assist and provide information to customers travelling throughout the station.

6. Check contractors have relevant risk assessments and method statements prior to issuing Permit to Work.

7. In liaison with customers, external authorities and regulators, implement plans to prevent and manage criminal activity on the station, including discouraging and preventing unauthorised persons from entering or remaining on the station.

8. Provide a proactive role in dealing with hazards or unsafe conditions, checking that all such occurrences are reported correctly.

9. Fulfil allocated duties as prescribed within Emergency Plans.

**Job Skills, Experience and Qualifications**:
Essential
- Command of English language, both written and oral
- Experience of working in a customer facing environment
- Confidence to deal with different types of situations assertively
- Experience of working effectively as part of a team

Desirable
- Educated to GCSE or equivalent in English and maths

**Salary**: £21,500**Drugs and Alcohol Standard**:
We positively embrace flexible working recognising that employees may wish to balance work and family/home life.

In Wales and Western region, you will have the opportunity to join PROUD, our reward and recognition scheme where you can say thanks and recognise colleagues across the region who have demonstrated outstanding values and behaviours.

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