Customer Service Assistant

2 months ago

London, United Kingdom Network Rail Full time

Customer Service Assistant - London Paddington Managed Station x2

**Location**:
London, GB

**Department Name**:
Wales & Western Region.RWES..MS.7

**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**:
Lead the station team to deliver excellent customer service on a shift basis so that work is undertaken safely and to relevant standards and a first class customer service experience is delivered.

**About the role (External)**:
**Key Accountabilities**:
1. Supervise the team including any agency staff on a shift basis to create a safe environment and deliver excellent customer service.

2. Undertake and direct station staff work activities in line with the requirements of relevant safety procedures, confirming that checks are accurately recorded and that non-compliances are dealt with accordingly in order to continuously improve standards.

3. Work with all station users to create a safe and secure environment, taking appropriate steps to prevent accidents, and reporting and investigating accidents / incidents.

4. Respond and act, in line with agreed procedures and protocols, to emergencies and incidents, interfacing with the internal and external stakeholder as required

5. Provide customer service as appropriate, and assist Shift Station Managers in raising standards of customer service delivery by monitoring operations and feeding back to individuals.

6. Conduct shift briefings, allocate shift responsibilities across the team, check that equipment issued to the team on a shift basis is used correctly, and arrange cover of roles for short notice

7. Liaise with the British Transport Police and other Police Forces to implement plans to prevent and curtail criminal activity on the station.

8. Undertake regular checks of the station, taking a proactive role in dealing with hazards or unsafe conditions, checking that all occurrences are appropriately logged.

9. Undertake allocated duties as prescribed within the emergency plans and check that the team follow these through diligently.

**Job Skills, Experience and Qualifications**:
Essential
- Excellent written and oral communication and interpersonal skills
- Previous experience of dealing with different types of situations assertively
- Strong customer service skills
- Good education including GCSE or equivalent in Maths and English
- Previous experience of managing challenging/ confrontational situations
- Previous experience of working in a pressured environment
- Understanding of Health, Safety and Environmental regulations
- Ability to achieve the Station Incident Officer Training once appointed

Desirable
- Previous experience of supervising a team
- IOSH /NEBOSH qualification
- Conversational additional language to English

**Salary**: £21,000 Plus Inner London Allowance**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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