Customer Service Assistant - London, United Kingdom - Network Rail

Network Rail

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Customer Service Assistant - Reception - London Waterloo General Offices

Location:

London, GB

Department Name:

OD Wessex Waterloo - Non Qual Exp G1

About Network Rail:

Are you looking to join an organisation where you do meaningful work every day? As a customer service assistant, you'll be starting a rewarding career with Network Rail.

Our role is to run a safe, reliable and efficient railway, serving customers and communities. We exist to get people and goods where they need to be and to support our country's economic prosperity.
We're undertaking an ambitious change.

Our vision is Putting Passengers First - a company that is on the side of passengers and freight users; that is easy to engage with and is an efficient and dependable partner; a company people are proud to work for; instinctively recognised as an industry leader.

We're an organisation where people matter. We matter to millions.

Brief Description:

You make all the difference...

In the Southern region we manage some of the busiest stations in the country - London Bridge, Waterloo, Victoria, Charing Cross, Cannon Street, Clapham Junction and Guildford, which combined see up to 350 million passenger journeys per year.

They are vital to millions of people each year and as a Customer Service Assistant you will play a key part in keeping our station services running smoothly and safely.

Every day is varied, and it's your ability to handle different situations that will help you shine.

If you make the grade then you can look forward to a rewarding and fulfilling career with a company that recently joined the top 50 in the Glassdoor's 2021 Best Places to Work.

About the role (External):

Your operational and people skills matter.

The reception area at Network Rail Managed Stations often acts as the first point of contact for passengers, contractors, retailers, TOC staff and other visitors within Network Rail station teams.

As such, it is important that reception teams create a professional and welcoming initial impression and are consistent in the service levels they provide.

The team should be able to deal with enquiries professionally and efficiently, be polite, courteous and clear about what can and cannot be done.

Treating all that come into our stations fairly and provide an accessible service.

In this role your duties would include

Correctly identifies and manages visitors to the station
Confirms that visitors have the relevant risk assessment / method statement (RAM) or work package plan, where appropriate
Provides safety briefings to visitors as appropriate, depending on the type of visitor and the reason for their visit
Issues ID to visitors and parking permits
Reports and manages visitors who have not got the correct permissions to visit the station
Manages visitor sign out and ID return process
Be able to work to an IOSH certification for processing of risk/method statements (RAMS)
Issuing of full station security identification cards
Fault reporting/management of outstanding faults
Control of certain station keys
Liaising with station stakeholders

This role also involves shift working (days, nights, and weekends) and to you'll be willing and able to work on a shift basis which means that you may be asked to cover a variety of shifts 365 days per year.

Your skills matter

You don't need any rail experience, but you do need to show that you have transferable skills in the following areas:

People focus
you'll enjoy working in a role that requires you to deliver excellent customer experiences. You genuinely care about our customers and pride yourself on being able to build rapport with everyone, including our passengers and colleagues.
Safety and security our safety vision is everyone home safe every day, and you'll be able to demonstrate vigilance and safe behaviours. You'll also have a good eye for detail, looking for anything that doesn't look quite right. You'll also need to be able to follow instructions, adhere to rules and ensure that others do the same.
Communication every day you'll be helping passengers and working closely with colleagues, you'll need to be able to communicate clearly (both written and verbal), warmly and concisely in English.
Acting as one team station operations depend on a high level of team working where you support each other to keep the station operating smoothly and safely. You'll need to be someone that others can depend on you are responsible and play your part.
Staying calm under pressure
At times, you will be faced with stressful situations and you need to be someone who stays calm under pressure, even when faced with an angry passenger, or emergencies such as station evacuations.
Confident decision making your decisions affect our passengers and other station users. You'll be able to show that you can make independent and informed decisions under pressure.
Willingness and capacity to