Customer Service Assistant

Due to our continued growth, we have an exciting opportunity for an enthusiastic customer experience assistance to join our dynamic team on the MTR Elizabeth line.  This permanent position is well suited to an individual that is looking to advance their career in rail industry and gain hands-on experience in a thriving and supportive workplace.

A customer’s journey with us doesn’t just begin when they board our trains but starts the moment, they enter our stations. At MTR Elizabeth line we want to give every customer a journey that they will remember for all the right reasons. Working in the Customer Experience Assistant team you will be a friendly face that is always ready to answer questions and tackle any problems. You’ll make customers feel important and valued by interacting with them regularly throughout the day and providing them with up-to-date and accurate information to help smooth their journey.

We operate 7-day (from 0430 to 0200) operation. We need people who are passionate in delivering excellent customer service and willing and able to get to and from work between Reading and Farringdon stations during the above hours, able to work split shifts, early mornings start and late evenings finish.

**Main Responsibilities**
- Assist customers travelling on the rail network.
- Engaging with passengers, and enhancing their travelling experience
- Answer customer queries
- Providing up to date service on your stations
- Ensuring all customers have valid ticket and reporting ticket invaders
- Updating train delays
- Promoting a culture of safety and security by being a reassuring presence, offering help and guidance.
- Ownership and accountability for a Railway Station during your duty hours
- Smart, well-groomed, and confident disposition
- Interacting with customer

**To be considered you will need to have/be**:

- Individuals who are naturally helpful, warm, and welcoming and who are not easily fazed, even when the unexpected happens.
- Are positive, enthusiastic, self-motivated, and dedicated to their career with an eagerness to embrace new challenges.
- You need a good standard of numeracy skills
- Have good written and verbal communication skills and work well in teams to strive for the best results
- Basic IT knowledge to operate iPad
- Develop their own views and can make prompt responses to the changing business environment.
- Have a drive for excellence and take ownership for continuous self-development.
- This is a mobile position, and you must be also having a keen interest in helping people.
- Successful applicants MUST be able to provide 3 years' work vetting.
- Must have unrestricted right to live and work in the UK.
- Applicants with local knowledge an advantage and live within 40min radius to a station
- Valid SIA licence (desirable)
- You will be required to pass Drug & Alcohol screening prior to employment commencing and DBS checks.
- You must be able to travel early morning and late nights to and from work at the following stations as below: Iver, Langley, Slough, Burnham Taplow, Maidenhead, Twyford and Reading

Benefits and Rewards
- Excellent hourly pay rate £11.12.
- Double pay on bank holiday
- 28 days paid holiday.
- Reward for achieving 100% QPR results.
- Access to an exclusive scheme, which offers wide range of benefits, from retailer discounts, and gym membership, to free health and financial advice.
- Automatic enrolment on to our company pension plan
- Staff wellbeing
- Ipad
- Opportunity to make a real difference and a position of real responsibility.
- Training, Support and Personal Development
- An opportunity for progression in a fast moving, exciting and growing company

STM Group is an equal opportunities and diversity aware employer.

STM hold ISO 9001, ISO 14001 & ISO 18001 certification together with Security Industry Authority Approved Contractor Scheme accreditation.

**Job Types**: Full-time, Permanent

**Salary**: From £11.12 per hour

Work remotely
- No

**Job Types**: Full-time, Permanent

**Salary**: £11.12 per hour

Schedule:

- 10 hour shift
- 12 hour shift
- 8 hour shift
- Day shift
- Overtime