Customer Service Assistant

**GRADE**:RO2

**SALARY**:£22,001 rising to £23,059 per annum after 6 months

**ROLE TYPE**:On Site

**HOURS**:35** **per week

**Is welcoming passengers and maintaining station excellence ‘Your Thing’?**
- We are seeking someone with a genuine passion for customer service and a strong commitment to maintaining the highest of standards to join our team as a Gateline Operative.
- Connecting millions of people and communities across the North is our mission. With 2,500 trains a day, we connect people to jobs, friends, family, and the wonders of the North.
- We're improving rail travel, enhancing the experience on board and at stations. Customers are at the heart of our business as we improve performance and create a better way to go.
- We're driving economic value and sustainable growth for the North and its people. Our commitment to the environment means reducing our impact and enhancing the world around us.
- Make a difference. Make it last. Make it easy. Make it happen. Make it yours. These are our values.
- Ready to make them yours? Join us on this journey.

**About the role**:

- As a Gateline Operative, you’ll be responsible for providing high-quality customer service whilst ensuring the smooth operation and maintenance of our automatic ticket gates.

You’ll ensure Northern's interests in terms of revenue being achieved, through pro-active monitoring of the gateline facility, assisting customers with their various needs and ensuring ticket related issues at the gateline are dealt with swiftly and courteously.
- You’ll work in collaboration with your colleagues throughout the station to create a welcoming and efficient station environment. As well as dealing with customer related issues, you’ll also take responsibility for safe operation of the gateline and reporting any faults as they arise.

If this sounds like your thing, we’d love to hear from you.

**Key responsibilities**:

- As a Gateline Operative, you can expect a role that is engaging and filled with a wide range of diverse challenges. Here is a taste of what your day-to-day activities could include:

- Managing the operation of automatic ticket gates, ensuring they are fully operational at all times, especially during peak hours.
- Addressing ticket jams and performing basic maintenance on automatic ticket gates
- Promptly reporting accidents, incidents, faults, minor repairs, or safety hazards.
- Ensuring the smooth flow of customer traffic and responding courteously to all customer inquiries
- Distributing train information
- Assisting disabled customers, travellers with luggage, and providing various train-related information.
- Maintaining control of customers' access to and from the concourse to the platform.

**About you**:

- You are a proactive, customer-centric individual with a strong commitment to delivering exceptional service. Your ability to address challenges head-on and your adaptability to varying responsibilities make you a valuable team player. Attention to detail and effective communication skills are your strengths.

We’re also looking for the following:

- Customer focused mindset
- Ability to use your initiative
- Ability to remain calm under pressure
- Good written communications skills
- Ability to pick up and learn new skills and equipment

**Our Benefits**:

- Because we value our people and reward hard work, we’ve created a benefits package that we think you’ll love. So, you’ll be able to make the most of:

- Opportunities to progress and grow - including comprehensive training schemes and a range of online learning courses.
- Full Uniform for Frontline Facing Roles - our frontline people are the face of the business, so we provide you with a stylish and high-quality uniform.
- Cycle to Work Scheme - save up to 42% on the cost of a bike, while also spreading your payments throughout the year.
- Free Travel on Northern services - everyone who works at Northern, plus their partners/spouses and dependents, can travel for free right across our full network of services. *Certain eligibility criteria will apply.
- Defined Benefit Pension Scheme - you’ll rarely find a pension as good as a Northern pension, and we top up your pension with a generous 1.5 times your contribution.
- Employee Assistance Programme - advice, support and useful information 24 hours a day, 365 days a year on everything from family issues to lifestyle matters.
- Exclusive benefits with Northern Perks - enjoy retail discounts, instant vouchers, cashback, wellbeing support and much more.

You can find out more here.
- We also have Disability Confident status, which means we’re committed to making the most of the talents that disabled people can bring to the workplace._