Customer Service Assistant - Ebbsfleet International Station

The 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

· Provide regular updates on train and station services to all station users using the information systems available.

· 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.

ü Willing and able to work shift patterns, which include unsociable hours and bank holidays.

ü Experience of working in a customer facing environment

ü Confidence to deal with different types of situations assertively.

ü Experience of working effectively as part of a team

ü Strong attention to detail with good observation skills

ü 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 Maths

Network 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 ., 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 clicking here.

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!

In 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 leave