Station Gateline Customer Service Representative
4 weeks ago
We are seeking a highly motivated and customer-focused individual to join our team as a Station Gateline Customer Service Assistant. As a key member of our team, you will be responsible for providing exceptional customer service to our passengers, ensuring a safe and efficient travel experience.
Key Responsibilities:- Provide customer information and assistance, including wheelchair assists.
- Issue tickets to customers in line with excess fares procedures using relevant ticket issuing equipment.
- Check tickets and supporting documents.
- Ensure safe operation of the gateline, including identification of safety hazards and opening gates when required.
- Ensure a safe environment around the gateline, including cording off hazards and cleaning up minor spills.
- Operate the wide isle gate and ensure 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 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.
- Commitment to exceeding customer expectations.
- Total confidence and ability to deal with conflict situations constructively.
- Real team player and highly proactive.
- Excellent communication skills.
- Ability to work alone when required and demonstrate individual initiative when required.
- Competitive benefits package, including contributory final salary pension scheme, free and reduced rate rail travel, generous holiday allowance, and 3% commission on ticket sales.
- Professional training and development opportunities.
- A supportive and inclusive work environment.
Please note that this is a permanent position with full-time hours, including shift work and weekend working. If you are appointed to a relief post, you will have a contractual commitment to work up to a maximum of 13 Sunday turns per calendar year.
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