Network Rail
Job title:
Customer Service Assistant – Ebbsfleet International Station
Company
Network Rail
Job description
🌟 Join our Operations Team at Ebbsfleet International Station – Customer Service Assistants🌟Network Rail High Speed – About UsNetwork 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 .Our Vision – to deliver the best High Speed rail customer experience.Brief DescriptionCustomer Service AssistantsWe 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.PLEASE NOTE: This role requires an increased level of security clearance due to its responsibilities and accesses, and as such will be required to evidence your previous 3 years footprint. If you have lived and worked outside of the UK during those 3 years, this may impact your eligibility for security clearance. For any further questions, please contact us.About the role (External)The roleThe key responsibilities of a Customer Service Assistant are to:· 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.· 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.· 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.· 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· Update station staff and the train operating companies on potential service disruption.· Provide public safety and security information to all station users on a regular basis.· Operate and maintain station systems and equipment – including the fire panels and CCTV.· Liaise with signalling centres and train operating companies regarding train services, maintaining a log of occurrences.These are permanent positions, so come and be part of a truly unique business that brings the UK closer to Europe.We’re dedicated to building a diverse and inclusive organisation that reflects the passengers we serve. To achieve this, we’re committed to becoming an open, diverse, and inclusive workplace, leveraging the skills and expertise of our talented workforce. Together, we strive to create a safe and accessible railway for everyone. Discover more about the importance of Diversity and Inclusion at Network Rail by .Investing in our people is key to enhancing the safety, reliability, and efficiency of our railway system. If you’re passionate about making a meaningful impact, then this opportunity is for you!We’re also a 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.The personWe are looking for candidates who can demonstrate the below.ü Willing and able to work shift patterns, which include unsociable hours and bank holidays.ü Experience of working in a customer facing environmentü Confidence to deal with different types of situations assertively.ü Experience of working effectively as part of a teamü Strong attention to detail with good observation skillsü Reasonable level of general fitness including being able to stand and walk for prolonged periods.ü Meet the required benchmark for application screening / vetting.Although not essential, it would be an extra plus if you were:· Educated to GCSE or equivalent in English and MathsHow to apply (External)The role will be based at Ebbsfleet International Station however occasional travel to our other offices and site locations along the route and across the network may be expected.The important stuffIn return, we can offer a rewarding career and excellent benefits, including:· A starting salary of £24,440 plus Outer London allowance of £1942.· Generous annual leave entitlement· Bonus scheme· Excellent choice of pension schemes· 75% subsidy on rail season tickets (including London Underground)· 75% off leisure rail travel for you and your family· ‘my benefits’ – our discounted online shopping site· Training, development and employee assistance programme available· Two weeks paid reserve leave for our armed forces community· 5 days paid volunteering leaveIf successful in your application, you may be required to go through a security vetting process.Closing date and the application process:· The closing date will be19th November 2024· Late applications will not be accepted· We retain the right to close the advert early depending on application volume· Following application, you will be required to complete an online testing assessment· If successful at this stage, you will be invited to an in-person interview We are aiming to interview on 3rd and 4th DecemberYou can visit for advice on accessibility support if you’re unsure of the options available. Should you require any reasonable adjustments/modifications, please add a note to your application.All offers of employment are conditional upon satisfactory completion of pre-employment checks.Note – Drugs and Alcohol StandardAll candidates will be required to undergo and pass a drugs and alcohol test. Your application will be rescinded if you record a positive test. All positive drugs and alcohol test results for prospective candidates will be securely held on database and a 5 year suspension from applying for a safety critical role (a role which requires PTS certification or a Key Safety role on all Network Rail Managed Infrastructure) will be enforced.
Expected salary
£24440 per year
Location
Swanscombe, Kent
Job date
Mon, 18 Nov 2024 08:28:29 GMT
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