Customer Service Assistant - London Euston Managed Station (x3 positions available)

Location:Greater London
Job Type:Full Time

About Network Rail

Network Rail is at the heart of revitalising Britain's railway. We're making rail safer, more reliable and more efficient than ever before. We do it all for our customers. That means everyone from commuters to train and freight operating companies. Passionate about great service, we take care to understand their needs, listen to their comments, and fulfil all our promises. Together, we're making a railway fit for the future. And as the network continues to grow, you'll grow along with us.

As part of our commitment to running the railway smoothly day-to-day, we take great care of our customers. Whether it's looking after travellers at stations, or managing our business relationships with train operators and commercial stakeholders, we're dedicated to world-class customer service. After all, it's crucial to building a railway for the twenty first century.

Brief Description

We'll rely on you to make sure everyone who uses one of our 18 major stations has the best possible experience. It's a diverse role for someone with a true passion for customer service.

About the role

You'll play a key role in the smooth day to day running of this busy train station. It's a highly visible job, in which you'll be a friendly and informed representative of Network Rail and the British railway. Customers will look to you for accurate and timely information about services. Working closely with our partners, the Train Operating Companies (TOCs), we'll expect you to ensure trains depart the city's largest and busiest stations safely and on time.

In fact, you'll help to make sure everyone who uses the station does so safely and responsibly. That can include managing some challenging situations. Even when customers might be frustrated due to delays or disruption, you'll continue to provide excellent customer service. Whatever the weather, whatever your shift, your enthusiasm will shine brightly. And because stations are a fast-paced environment, you'll relish the challenge of thinking on your feet.

Find out more about this role and our managed station environments at

Essential Criteria

    The ability to speak and write English fluently

      Experience of working in a customer-facing service environment

        Experience of working as part of a team

          Confident about dealing assertively with all kinds of situations

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

              Meet the required benchmark for application screening questions

                Must meet required online testing benchmark

                  Reasonable level of general fitness including being able to stand or walk for prolonged periods

                    Strong attention to detail and observation skills

                    The safety of everyone is of paramount importance to Network Rail, this includes our highly valued staff.We need to ensure we recruit the right staff to the right roles according to your ability and fitness, but we need to check you are able to meet the physical demands of the role.

                    You are required to have:

                      Visually - with or without spectacles or contact lenses, be able to read correctly a vehicle number plate at 23 meters distance and be able to read labels on bottles of spirits and aerosols at a distance selected by the applicant of 30-50 cms.

                        Hearing - With or without an aid, be able to hear a radio and telephone communication, and an average conversational human voice at a distance of 2.5metres in a quiet room.

                          Have reasonable command of the English language both oral and written, which allows undertaking of duties to a satisfactory standard.

                            Have reasonable powers of observation and concentration to carry our specific railway security tasks.

                            Please Note: You will be required to attend a 5 day induction training course which will include elements of personal safety and that of others.Aspects of this will involve staying away from home initially in order to complete the necessary training, so you will need to ensure you can attend.

                            How to apply

                            Network Rail adheres to pre-employment Baseline Personal Security Standard (BPSS), this is government standard for pre -employment vetting.

                            BPSS government standard pre-employment vetting requires Network Rail to screen a potential employee's unspent criminal convictions and undertake 3 year career checks. Employment at Network Rail is subject to employees meeting the BPSS government standard pre-employment vetting.

                            Network Rail welcomes applications regardless of age, disability, marital status (including civil partnerships), pregnancy or maternity, race, religion or belief, sexual orientation, transgender status, sex (or gender), employment status, trade union affiliation, or other irrelevant factor. We will interview all disabled applicants who meet the essential criteria.

                            Keeping people safe on the railway is at the heart of everything we do, safe behaviour is therefore a requirement of working for Network Rail.Applicants should demonstrate their personal commitment to safety in their application.

                            Network Rail can offer you a rewarding career with competitive pay and excellent benefits including a choice of contributory pension schemes, a generous annual leave package, a bonus scheme and an annual 75% subsidy on season tickets costing up to £3000 (to a maximum amount of £2,250).

                            Salary: £21,000 per annum

                            Closing date: 07/11/2019. Late applications will not be accepted.We retain the right to close the advert before the listed closing date based on application volumes.

                            Note: There are 3 positions available for this role.

                            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. For in depth information on the role please follow the link provided.

                            Customer Service Assistant

                            The recruitment process for this role will involve:

                              Online selection tests

                              Please Note: Because of the nature of the role, the Department for Transport mandates specific requirements for these roles.Network Rail is legally required to undertake checks for security purposes as part of the application process.