Customer Service Assistant - University, United Kingdom - West Midlands Trains
Description
£23,254 rising to £28,012 after successful completion of probationCustomer Service Assistant (Band A)
***
Duration: Fulltime Permanent
Grade:
Station Staff - Band A Station Staff
Location:
University Station
Hours: 35 per week
What does the job involve? (See attached JD for full responsibilities)
Responsible for care of all station equipment
- Make decisions regarding provision of service to West Midlands Trains customer based on West Midlands Trains policy and management guidance
- Ensure compliance with the requirements of the Health & Safety at Work Act
- Ensure high levels of customer service are provided
- Maximise station revenue income
- Ensure customers are provided with the available accurate and timely information
- Ensure own safety and that of others at all times
- Comply with all appropriate rules and regulations
- Provide a high quality ticket retailing and customer care service, complying with the current West Midlands Trains and ATOC ticket retailing instructions and guidelines.
- Make reservations for customers and assist them with their travel arrangements
- Proactively ensure that information is communicated within the station team and to other locations as appropriate
- Comply fully with station accountancy, cash regulations and internal check procedures to ensure that revenue and vulnerable items are kept secure.
- Ensure that cash is remitted promptly and according to West Midlands Trains procedures
- Conduct station cleaning, and make the station safe, presentable and welcoming to customers
- Announce train arrivals and departures where required
- Ensure posters are displayed on the station, replacing any which are faded or out of date where required.
- Assist with disabled passengers as required
- Carry out fire and security checks in line with current risk levels and maintain a high level of security vigilance at all times
- Deal with all lost property at the station according to station guidelines
- Report accidents, mishaps and incidents in accordance with the accident reporting procedures, maintain the station log book as required and provide reports to the station line management as required
- In an emergency situation follow the Rulebook requirements in terms of reporting an incident and respond to the incident in accordance with training provided.
- In an emergency situation be prepared to assist until resolved or until relieved by an appropriate person
- Undertake Evacuation Warden duties as required
- Ensure that the station environment is kept safe for all users in all weather conditions, including undertaking winter weather precautions
- Report all defects arising at the station according to the fault reporting procedures
- Monitor CCTV where required
- Ensure all uniform, name badge, safety shoes and personal protective equipment provided is worn as required
- Alert the appropriate manager regarding requests for stores and equipment
What skills and experience do I need to do the job?
- Customer focused
- Efficient and calm
- Polite and friendly
- Flexible to the requirements of the job
- Good communication skills
- Able to use own initiative when appropriate
- High standard of personal presentation
- Numerate and literate
- Honest
- Computer literate
- Able to learn legislation that affects the role
What are the salary and benefits?
- Salary £23,254 rising to £28,012 per annum after successful completion of probation
- Free travel on all our trains and those of other train companies within our parent group company for you, your partner and any dependent children
- 75% off all other train company travel tickets
- Retail discounts
- Career development opportunities
Applications will be considered from colleagues with 6 months experience in current role and a full check of absence and disciplinary records.
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