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

About Network Rail
Join Network Rail - Where People and Connections Matter.

At Network Rail, we're dedicated to keeping passengers and freight moving safely and efficiently across the country. When you join us, you're not just part of a team - you're part of something that matters to millions. We believe that our people are at the heart of what we do, and every role plays a vital part in building a better, more connected railway.

We're committed to creating a diverse, inclusive workplace that reflects the communities we serve. We value flexibility and understand the importance of a healthy work-life balance. As a Disability Confident Leader, we'll do everything we can to accommodate any needs throughout the recruitment process.

If you're ready to make a real difference, we'd love to hear from you!

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.

Please note that this role will involve shift, weekend, bank holiday, and night working. The successful candidate will also be required to undergo a pre-appointment medical to enable them to drive station buggies.

1. Provide a highly visible point of contact for station users providing customer service to all, including visitors, contractors, retailers, TOCs, 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.

1. 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. Meet the required benchmark for application screening questions (all applicants).

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

If you are interested in applying for this vacancy, please ensure you fully research the role and Network Rail prior to completing any further stages of the application process.

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.

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.

• 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.

‘Diversity’ means recognising differences between people while valuing the contribution they make. ‘Inclusion’ means creating safe and welcoming workplaces with fair cultures that encourage 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.

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.