Station Tour Guide

2 days ago

Glasgow, United Kingdom Network Rail Full time

Station Tour Guide - Part Time Position (17.5 Hours Per Week)

**Location**:
Glasgow, GB

**Department Name**:
Scotland Region

**About Network Rail**:
At 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

Scotland's Railway is part of this large family and it covers a large geographical area from the Borders to Thurso at the far tip of the North East of Scotland, accounting for almost 20 per cent of the UK rail network. We provide rapid access along busy commuter routes to our seven cities, servicing the varied needs of our business and leisure commuter services, including cross border services and rural services. We have up to 50 freight services operating every day and we are steadily building capacity for this to grow. Our ambition to be responsive to passengers and freight users, drives us every day and we're empowered to do the right thing for those who use the rail network. We actively challenge unsafe practices and take responsibility for addressing risks, resolving issues and protecting safety and wellbeing.

Our colleagues are encouraged to work flexibly as we know that busy lives don’t always fit around a traditional working pattern, if you need flexibility to complete your role just let us know and we will do our upmost to help you to invest in your career with us while balancing other aspects of your life.

**Brief Description**:
The Station Tour Guide escorts groups; providing information about the history, purpose, architecture and other points of interest at the Station as well as undertaking all back of house duties relating to the tours.

**About the role (External)**:
**Key Accountabilities**

1. Deliver tours in a safe and secure manner, within agreed timetable and in line with agreed delivery parameters.

2. Undertake all relevant administrative tasks relating to the station tours in line with Network Rail processes.

3. Research, develop and deliver informative and factual station tours.

4. Liaise and support the station team in the creation of a safe tour environment for all visitors whilst taking appropriate steps to prevent accidents/incidents.

5. Provide excellent customer service to members of the public on the tour and on or around the station at all times

6. Undertake regular checks of tour route, taking a proactive role in dealing with hazards, or unsafe conditions, checking that all such occurrences are reported correctly

7. Fulfil allocated duties as prescribed within emergency plans.

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

**Job Skills, Experience and Qualifications**

Essential
- Good command of the 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
- Previous research experience
- Ability to demonstrate excellent oral presentation skills

Desirable
- Comprehensive understanding of the operational railway
- Conversational additional language to English

**Grade**: Band 6

**Starting Salary**: £21,500* pro-rata (*full time salary based on 35 hour week)

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