Customer Service Assistant - London, United Kingdom - Network Rail

Network Rail

Verified Company

London, United Kingdom

18 hours ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Customer Service Assistant x 1- St Pancras

Location:

London, GB

Department Name:

CT St Pancras QX G1

About Network Rail:

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 under the roof of the iconic London St Pancras International.

At Network Rail, our passengers and freight users are at the heart of everything we do. We help to connect people to their friends and families and get goods to their destination safely and efficiently. We are an organisation where people matter.
Watch our video to find out more

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

Brief Description:

Running the railway - Network Rail High Speed
We are continuing to build a diverse organisation which is representative of the people we serve.

We want to harness the skills and expertise of our people and attract the best talent, to enable a safe and accessible railway for everyone.

About the role (External):

Customer Service Assistant
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 have 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
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
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:

Educated to GCSE or equivalent in English and Maths

The role will be based at St Pancras International Station.

However, occasional travel to our other offices and site locations along the route and across the network may be expected.

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The important stuff
In return, we can offer a rewarding career and excellent benefits, including: