Customer Service Assistant - University, United Kingdom - West Midlands Trains

West Midlands Trains
West Midlands Trains
Verified Company
University, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

beBee Recruiter
Description
£23,254 rising to £28,012 after successful completion of probation


Customer 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  • Ensure posters are displayed on the station, replacing any which are faded or out of date where required.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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