Customer Service Assistant (Security & Mobility) x 2
About Network Rail
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About our people and the recruitment process
We're an inclusive employer of choice and we welcome applications from everyone! We encourage our colleagues to work flexibly, as we know traditional working patterns don't always fit. If you want to consider working flexibly, just let us know and we'll do our best to help and invest in your career with us, whilst you have a healthy work-life balance. We're also a Disability Confident Leader employer and we'll try our best to adapt the process and offer a reasonable alternative to help support people with disabilities access, apply and interview for roles.
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.
2 Positions are available - 1 x permanent, 1 x 6 Month Secondment / Fixed Term.
Please note that this role will involve shift, weekend, bank holiday, and night working. The successful candidate will also be required to undergo a pre-appointment medical to enable them to drive station buggies.
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
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.
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