Customer Service Inspector

**Customer Service Inspector**

**We have vacancies for this role across the following locations: High Wycombe / Aylesbury / London Marylebone**

Chiltern Railways operate between the West Midlands and London, providing journey options to Aylesbury, Oxford, Birmingham, Stratford-Upon-Avon and other destinations. We are looking for Customer Service Inspectors to join us here at Chiltern Railways. At Chiltern Railways our customers are at the heart of what we do, so in this role we are looking for people who are passionate about about providing a high level of customer care on trains and on stations, including answering passenger enquiries about local and national train times, connections and fares. You will also be responsible for protecting the company’s revenue whilst ensuring first class customer service is delivered at all times.

*All Customer Service Inspectors will be actively encouraged to complete the training and assessments necessary to perform safety-critical guard duties on non-DOO services. Any competent CSI who undertakes a turn of duty involving guard duties will receive the higher rate of pay applicable to Senior CSI for that turn of duty*

Provide a high level of customer care on trains and on stations, including answering passenger
- enquiries about local and national train times, connections and fares

Issue tickets and excess fares as appropriate to those customers not liable to pay penalty
- fares

Deal with anti-social behavior (e.g. feet on seats, smoking in non-smoking areas, music being
- played to the annoyance of others, vandalism and disturbances etc.). Ensure own personal
- safety and that of others at all times

Undertake special revenue protection checks as required

Manage customer security, respond to customer enquiries and in times of disruption, ensure
- that the customers’ needs are placed first

Perform on train and on station announcing, ensuring that accurate information is conveyed
- to customers, particularly during times of disruption where accurate and timely information
- for customers and other staff may be required

Check cleanliness and the general environment of train and take action to rectify or report
- faults

When directed by Supervisor / Manager, carry out Winter Weather Activities at stations and
- customer assistance at stations during engineering work

At special events and at times of disruption, ensure the safe management of crowds

During engineering works, provide passenger assistance and manage replacement bus services at stations as directed

Enjoys working with the public

Good numeracy and literacy skills

Excellent communication and interpersonal skills

Experience of working in the rail industry is desirable

Experience of working with customers in a face-to-face environment

Previous cash handling experience is desirable

A good standard of local railway and geographical knowledge would be useful

At Chiltern, we work in an environment where diversity is essential, inclusion is our culture, and each person knows they belong and matter.

We offer a competitive salary and benefits package, a culture of respect, challenge and innovation - with excellent opportunities for growth and development.

**Our benefits include**:

- All active staff and their eligible partners/dependants are entitled to free standard class leisure travel on Chiltern Railways, Cross Country, Arriva Rail London, Grand Central and NEXUS
- Active staff are also entitled to residential and duty standard class travel on all of the above services
- Defined Benefit Pension Plan
- Arriva Village - access to online benefits and discounts
- Cycle to Work Scheme
- Employee Assistance Plan
- Physio Line - We offer complementary 24-hour physio for everyone
- Health Shield - Health Shield provides an affordable healthcare cash plan offering a wide variety of benefits including dental, optical, and physiotherapy
- Eye Care - You’re entitled to free eye tests and if you need glasses for computer use we will pay up to £80.00 towards your lenses and frames
- We offer 25 days annual leave as well as statutory holidays
- Flexible working
- Support - Peer Support, Samaritans, and Railway Chaplains
- At Arriva we acknowledge the importance of our people's diverse experiences, talents, and cultures. Embracing diversity and creating inclusion is a key component of our talent strategy. The creation of a diverse, inclusive workforce is central to our ability to unlock potential and enhance our success.._