Customer Service Assistant - Mobililty

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Sector: Customer Services
Role: Assistant
Contract Type: Permanent
Hours: Full Time

About Network Rail
Join our Operations Team at Stratford International Station Customer Service Assistants

Network Rail High Speed About Us

Network Rail High Speed Ltd (NRHS) is responsible for operating and maintaining the UK's only international high-speed railway, High Speed (HS1). We bring together high speed domestic and international rail services with top brands in retail and hospitality.

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

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.

PLEASE NOTE: This role requires an increased level of security clearance due to its responsibilities and accesses, and as such will be required to evidence your previous 3 years footprint. If you have lived and worked outside of the UK during those 3 years, this may impact your eligibility for security clearance.

This role also involves:
Passenger assist, helping passengers with luggage, and being able to work within close proximity to service animals.

The role

The key responsibilities of a Customer Service Assistant are to:

1. 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.
2. 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.
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 a 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.

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. Discover more about the importance of Diversity and Inclusion at Network Rail by clicking here.

The person

We are looking for candidates with:

1. Good command of the English language both written and oral.
2. Experience of working in a customer facing environment.
3. Confidence to deal with different types of situations assertively.
4. Experience of working effectively as part of a team.
5. The flexibility to work a range of shift patterns including early, late and night shifts.

Although not essential, it would be an extra plus if you were:

1. Educated to GCSE or equivalent in English and Maths.

Company

Every day, 4.8 million people use our network. Keeping Britain moving and building a better railway for the future is full of challenges – but also tremendous opportunities.

From our commitments to your development, our range of benefits and our approach to Diversity & Inclusion, we believe there are many reasons to join the team at Network Rail.

We’re proactive in empowering employees with the knowledge to help them progress. We encourage all our employees to be ambitious, and offer great training and career development opportunities. As the railway becomes bigger and more technologically advanced, it’s crucial that our employees have the right skills to develop their careers and meet the challenges ahead.

We believe that investing in our people is one of the most effective ways of improving the safety, reliability and efficiency of the railway.

We also know that it’s vital to get each individual’s training programme just right. As well as helping us to meet our immediate needs, we believe this is an approach that encourages people to stay with us and develop their careers.

Your health, wellbeing and benefits

We believe that safety and performance go hand in hand and this doesn’t just mean safety on the railway! We are committed to the wellbeing of our employees and believe, that should come first.

We provide access to support services such as our employee assistance program to help you with finances, family, health and wellbeing. In addition to this, we offer excellent benefits, are sensitive to work-life balance and encourage our employees to use their 5 volunteer days for their favourite causes.

We have a range of benefits including:

• 28 days annual leave entitlement.
• My benefits – Our discounted online shopping site.
• A range of discounted offers including, childcare vouchers, Healthcare offers – cycle to work, healthcare club discounted membership and other benefits.
• Subsidies of up to 75% on rail and underground season tickets.
• A range of pension schemes.
• 2 weeks paid reserve leave for our Armed Forces community.

What Diversity and Inclusion means to us

‘Diversity’ means recognising differences between people while valuing the contribution they make. ‘Inclusion’ means creating safe and welcoming workplaces with fair cultures that encourages innovative and fresh ways of thinking.

Our aspiration is that the behaviours and actions that support diversity and inclusion will come from the conviction of everyone here at Network Rail – making diversity and inclusion a conscious part of how we run our business throughout Britain.

Disability Confident Leader

Network Rail is an accredited Disability Confident Leader. This means, where a disabled applicant meets the essential criteria for any of our vacancies, they will receive an interview.

Find out more about our recruitment process here.