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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.
Scotland's Railway is part of this large family and it covers a large geographical area from the Borders to Thurso, accounting for almost 20 per cent of the UK rail network. We provide rapid access along busy commuter routes to our seven cities and have up to 50 freight services operating every day. Our ambition to be responsive to passengers and freight users drives us every day and we're empowered to do the right thing for those who use the rail network.
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.
About the role (External)
Key Accountabilities
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.
Job Skills, Experience and Qualifications
Essential
1. Command of 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).
Desirable
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.
Company
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. We’re proactive in empowering employees with the knowledge to help them progress and encourage all our employees to be ambitious, offering great training and career development opportunities.
Your health, wellbeing and benefits
We believe that safety and performance go hand in hand. We are committed to the wellbeing of our employees and provide access to support services such as our employee assistance program to help you with finances, family, health, and wellbeing.
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