Customer Service Assistant

Found in: Talent UK C2 - 2 weeks ago

Leeds, United Kingdom Network Rail Full time

Brief Description

Our Customer Service Assistants play a vital role in maintaining safety and security across the station and support our delivery of a great passenger experience. The tasks you’ll be doing are varied, but you’ll spend most of your time on patrols around the station making sure that everything is as it should be from a safety and security perspective. Aside from patrols there’s also checks to be completed on our lifts, escalators and with our station retailers. Once you’ve completed your mandatory checks, your focus will shift to being present in busy areas of the station helping our passengers with things like finding their train or to other places around the station. And there will always be interruptions, whether that’s someone who needs first aid, managing crowds during disruption, or responding to the huge variety of incidents that can occur on a major station.

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

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