Station Line Customer Service Representative
4 weeks ago
We are seeking a highly motivated and customer-focused individual to join our team as a Station Line Customer Service Representative. In this role, you will be responsible for providing exceptional customer service to 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 automatic gatelines, identifying safety hazards and opening gates when required.
- Maintain a safe environment around gatelines, cording off hazards and cleaning up minor spills.
- Operate wide isle gates and adjust gate settings to optimize passenger flow.
- Assist with customer direction and queue management to prevent build-ups.
- Perform queue busting duties as needed.
- Monitor queue lengths and determine when to open all gates to improve flow rates.
- Empty ticket hoppers, dispose of collected tickets, and clean gates and associated equipment.
Requirements:
- Excellent communication skills and ability to handle conflict situations constructively.
- Proactive and team-oriented individual with a commitment to exceeding customer expectations.
- Ability to work independently and demonstrate individual initiative when required.
What We Offer:
- Competitive benefits package, including contributory final salary pension scheme and free rail travel.
- Generous holiday allowance and 3% commission on ticket sales.
- Hapi benefits package and opportunities for professional development.
Selection Process:
- Microsoft Teams interview and final interview with our organization.
- Medical questionnaire and disclosure Scotland clearance.
- Two satisfactory references and six-month probation period.
Medical Fitness:
Due to the nature of the post and rail industry safety requirements, certain medical and fitness standards must be met.
We are proud to be a Disability Confident Employer and committed to helping find great work opportunities for great people.
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