Customer Service Assistant

Location:Milton Keynes
Job Type:Full Time

About Network Rail

Our plans for rail in Britain are far-reaching and ambitious. To deliver our vision of a better railway for a better Britain, we need talented and passionate people who will embrace our innovative way of working - across all disciplines.

IT and Business Services, which are part of Route Services are delivering services that are vital to the running of the railway, deliver the provision of services agreed by the routes to allow them to benefit from economies of scale and the optimisation of our critical resources. Every year we buy and deliver 2000km of rail and 2.5 million tonnes of ballast and operate 1200 rail vehicles. Behind the scenes we process £7bn of payments, handle over 23,000 IT helpdesk calls and make sure everyone's wages are paid on time.

Brief Description

As a Customer Service Assistant, you will be accountable for first point of contact customer query resolution for all Business Service Support and Systems within defined customer service delivery standards, targets and service level agreements to deliver customer service excellence to Network Rail businesses.

About the role

Key accountabilities:

    To log, answer and resolve first point of contact queries coming into the Business Service Support Helpdesk by telephone call, web form and mail for all Business Service Support and Systems including I-Procurement, E-Sourcing, data services and support.

      To answer, log (using query logging system - Assyst at present) and resolve first point of contact queries within agreed customer service level agreements and quality standards.

        To respond professionally and courteously to all customers contacting the Business Service Support Helpdesk.

          To hand off queries correctly to the appropriate individual or support teams in cases where resolution is not possible at first point of contact.

            To meet agreed levels of service for response times without compromising on quality of service.

              To log customer complaints and hand off correctly to the appropriate individual or support teams for resolution and action.

                To provide subject matter expertise to customers across all functions of the Business Service Support Helpdesk.

                  To make recommendations to the team leader customer support for continuous improvement to the customer contact service.

                  Essential skills:

                    Excellent customer service skills

                      High standard of verbal and written communications

                        Ability to work in highly pressurised environment

                          Target driven

                            Positive attitude


                                Good skills in Microsoft office products

                                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: £20,000

                                Closing date:22.11,19, late applications will not be accepted.We retain the right to close the advert before the listed closing date based on application volumes.

                                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.