Customer Service Assistant

About Network Rail

Join our Operations Team at St Pancras International Station as Customer Service Assistants.

Who we are

Network Rail High Speed Ltd. (NRHS) is responsible for operating and maintaining the UK's only international high-speed railway, High Speed (HS1). The 109km HS1 infrastructure consists of a diverse range of railway assets such as the track, signalling, overhead line, lineside buildings, depots, viaducts and long tunnels. NRHS is also responsible for operating and maintaining three international stations; St Pancras, Ebbsfleet and Stratford International.

As a wholly owned subsidiary of Network Rail Infrastructure Ltd, NRHS is privately financed under an agreement with our client HS1 Ltd, undertaking a diverse range of activities from railway infrastructure maintenance and operations to station facilities management and retail on behalf of our client.

Our Vision - to deliver the best High Speed rail customer experience.

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. When you're part of our team, you matter to us and you matter to millions.

Brief Description

Customer Service Assistants

We are looking to recruit a number of permanent Customer Service Assistant positions. The purpose of a Customer Service Assistant is to provide a customer-focused presence within the station on a day-to-day basis, to deliver a first-class and safe station environment for train operating companies, passengers and retailers.

These positions are entry-level and a great opportunity to experience life at Network Rail High Speed. Once you've mastered the role of a Customer Service Assistant and feel like it is time to move on, there are opportunities to progress your career with internal vacancies being posted on a regular basis.

The role

The key responsibilities of a Customer Service Assistant are to:

• Act as a highly visible point of contact for station users and provide excellent customer service to all including visitors, contractors, retailers, train operating companies and customers travelling throughout the station.
• Undertake regular station checks including on contractor compliance, security, safety and equipment in accordance with relevant company standards and procedures, plus complete the relevant paperwork for audit purposes.
• Respond to and record emergencies and incidents involving the general public and industry partners as required.
• Provide a point of contact for the reporting of faults within the station maintaining appropriate records, reviewing and closing actions as required.
• Actively assist and provide information to customers travelling throughout the station.
• Check contractors have relevant risk assessments and method statements prior to issuing a Permit to Work.
• 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.
• Provide a proactive role in dealing with hazards or unsafe conditions, checking that all such occurrences are reported correctly.
• Fulfil allocated duties as prescribed within Emergency Plans.

These are permanent positions, so come and be part of a truly unique business that brings the UK closer to Europe.

We're dedicated to building a diverse and inclusive organisation that reflects the passengers we serve. To achieve this, we're committed to becoming an open, diverse, and inclusive workplace, leveraging the skills and expertise of our talented workforce. Together, we strive to create a safe and accessible railway for everyone.

Investing in our people is key to enhancing the safety, reliability, and efficiency of our railway system. If you're passionate about making a meaningful impact, then this opportunity is for you!

The person

We are looking for candidates with:

• Good command of the 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.
• Strong attention to detail & observation skills.
• Reasonable level of general fitness including being able to stand & walk for prolonged periods.
• Willing & able to work shift patterns, which include unsociable hours and bank holidays.
• This role includes completing Security patrols & control room duties.
• Meet the required benchmark for application screening / vetting.

Although not essential, it would be an extra plus if you were educated to GCSE or equivalent in English and Maths.