Are you looking to join an organisation where you do meaningful work every day? As a customer service assistant, youll 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 countrys 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.
Were an organisation where people matter. We matter to millions.
Brief Description
You make all the difference...
In the North West & Central region we manage some of the busiest stations in the country London Euston, Birmingham New Street, Manchester Piccadilly and Liverpool Lime Street - which combined see up to 1.3 million passenger journeys each weekday.
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 its 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.
Youll help keep our passengers and station services moving. As a customer service assistant at Manchester Piccadilly, youll enjoy variety and lots of activity in your role - this really is a job where no two days are the same.
Our passengers and station users matter, and youll be out there to provide a safe, secure and positive station experience. Most days youll be covering significant distances across the station as you conduct security searches, monitor the station concourse, and help passengers during their station experience. You will spend most of the working day on your feet being highly visible to the customer. Its your training and attention to safety and security that help keep our station users safe every day.
Youre able to build a good rapport with others, and your communications skills make all the difference with station users, retail staff and your station colleagues. And youll always be thinking of a great customer experience as you provide help across the station.
This role also involves shift working (days, nights, and weekends) and to youll 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.
You dont need any rail experience, but you do need to show that you have transferable skills in the following areas:
People focus - youll 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 youll be able to demonstrate vigilance and safe behaviours. Youll also have a good eye for detail, looking for anything that doesnt look quite right. Youll also need to be able to follow instructions, adhere to rules and ensure that others do the same.
Communication every day youll be helping passengers and working closely with colleagues, youll 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. Youll 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. Youll be able to show that you can make independent and informed decisions under pressure.
Willingness and capacity to learn theres so much to learn and youll work with many people, processes and equipment every day. Youll be keen and able to keep learning every aspect of the role.
This role involves days, nights and weekend working and the job is crucial for the safe running of the railway and its passengers.
Whilst a rostered working environment may look like a challenge to working parents, we have many amongst our North West & Central stations teams who find this to be of benefit, due to the structure and commitment of a planned weekly roster they can plan childcare effectively!
Its also important for our candidates to be aware that whilst we do have high expectations of our customer service assistants with regards to the safety of our station and the passengers, we equip you to be as safe as you can possibly be in every possible scenario., Safe behaviour is a requirement of working for Network Rail. Applicants should be able to demonstrate their awareness of our safety vision.
Salary £24,440
Pro-rata annual leave entitlement
My benefits our discounted online shopping site
A range of discounted offers including, childcare vouchers, healthcare offers cycle to work, healthcare club discounted membership and other benefits
Subsidies of up to 75% on rail and underground season tickets
A choice of contributory pension schemes
2 weeks paid reserve leave for our Armed Forces community