Customer Service Assistant

Customer Service Assistant

**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**:
Our Customer Service Assistants provide a customer focused presence within the station on a day to day basis and deliver a first class and safe station environment for Train Operating Companies (TOCs), passengers and retailers.

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

1. Provide a highly visible point of contact for station users providing customer service to all, including visitors, contractors, retailers, TOC’s and customers travelling throughout the station.

2. Undertake regular station checks including contractor compliance, security, safety and equipment in accordance with relevant company standards and procedures, completing the relevant paperwork for audit purposes.

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

4. Provide a point of contact for the reporting of faults within the station, maintaining appropriate records, reviewing and closing actions as required.

5. Actively assist and provide information to customers travelling throughout the station.

6. Check contractors have relevant risk assessments and method statements prior to issuing Permit to Work.

7. In liaison with customers, external authorities and regulators, implement plans to prevent and manage criminal activity on the station, including discouraging and preventing unauthorised persons from entering or remaining on the station.

8. Provide a proactive role in dealing with hazards or unsafe conditions, checking that all such occurrences are reported correctly.

9. Fulfil allocated duties as prescribed within Emergency Plans.

**Job Skills, Experience and Qualifications**

**Essential**
- Command of 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

**Desirable**
- Educated to GCSE or equivalent in English and maths

You can visit** **Evenbreak’s Career Hive for advice on accessibility support if you’re unsure of the options available.

**Grade**:Band 6

**Salary**: £21,500