The role
As a Customer Service Assistant, you’ll be the friendly face greeting our passengers at our station. You’ll be providing first class customer service to our passengers alongside our train operator and retailers.
Who we are
Network Rail High Speed Ltd. (NRHS) is responsible for operating and maintaining the UK’s only international high-speed railway, High Speed (HS1). NRHS is also responsible for operating and maintaining three international stations: St Pancras, Ebbsfleet and Stratford International.
NRHS is a wholly owned subsidiary of Network Rail Infrastructure Ltd. We undertake a diverse range of activities from railway infrastructure maintenance and operations - through to station facilities management and retail on behalf of our client.
The person
Our Customer Service Assistants are the face of Network Rail, directly communicating to passengers to help them get on their way. We’re looking for people who want to be at the heart of our business and care about delivering positive passenger experiences every day. Each shift presents its own challenges, but nothing compares to putting a smile on our customers’ faces. Our brilliant Customer Service Assistants go the extra mile to put our passengers first and get them to their destination safely.
So, who are we looking for? You don’t need any railway experience to apply for this role, so if you can answer ‘yes’ to the following questions, then we look forward to receiving your application:
- Do you have experience of working in a customer facing environment?
- Do you thrive in an environment where no day is like another?
- Can you communicate clearly to a variety of different people, both verbally and written, in English? Do you pride yourself on being able to build rapport with both customers and colleagues?
- Do you follow safety rules in your workplace? Are you comfortable addressing unsafe behaviours and practices?
- Are you decisive and assertive in your decision-making process in a fast-paced environment? Can you stay calm under pressure such as crowding or evacuations?
- Can you understand different customer needs and requirements?
- Are you confident in dealing with different types of situations assertively, like retailers/difficult passengers/security?
- Are you motivated to learn about all aspects of the station world?
Although it isn’t essential, it would be an extra plus if you:
- Are educated to GCSE or equivalent in English and Maths.