Customer Service Agent

Mitie Group plc.; Greater London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading facilities management company is seeking enthusiastic Customer Service Agents for the Eurostar EES contract at St Pancras International. This dynamic role requires strong customer service skills to ensure a smooth EES registration process. Responsibilities include kiosk hosting, queue management, and wayfinding. The position offers a competitive pay rate of £15.62 per hour, an 18-month fixed-term contract, paid breaks, and holidays, requiring flexibility to work shifts, including weekends.

Benefits

Competitive pay rate

Paid break

Paid Holidays

Full uniform and training

Qualifications

• Must have the ability to deliver customer service roles: kiosk hosting, queue control, and wayfinding.
• Being friendly, approachable, and professional are essential.
• Experience in transport, hospitality, or front-of-house environments is desirable but not essential.

Responsibilities

• Welcome and guide customers through the EES registration process.
• Manage queues effectively to ensure smooth customer flow.
• Assist customers in navigating the station.

Skills

Strong customer service background

Excellent communication skills

Calm under pressure

Flexibility in shift patterns

Job description

About the Role

Mitie has an exciting opportunity for enthusiastic and customer‑focused individuals to join the EES - Entry Exit System customer service team on the prestigious Eurostar EES contract at St Pancras International Station. As a Customer Service Agent, you will play a vital role in ensuring that customers enjoy a smooth and positive experience throughout their EES registration process. This is a dynamic and people‑oriented role, ideal for those who thrive in a fast‑paced transport environment and enjoy delivering exceptional customer services.

Key Responsibilities

• Kiosk Hosting: Welcoming and guiding customers through the EES registration process and ensuring a positive experience during the EES registration process.
• Queue Control: Managing queues effectively at designated locations to ensure smooth customers flow.
• Wayfinding: Assisting customers in navigating the station and directing them to EES location on terminal.
• Proactively ensuring that EES customers' needs and any special requirements are met and always exceeded.
• Delivering excellent customer services to EES customers.
• Displaying professionalism when handling EES customer queries and special requests.
• Ensuring no queue congestion at the EES registration queue area.
• Assisting and managing Eurostar queues at the concourse or performing other customer service duties during operational disruptions.
• Any other customer service task required to support EES operation.

What We're Looking For

• Strong customer service background with excellent communication skills.
• Friendly, approachable, and professional manner.
• Ability to remain calm under pressure and manage high customer volumes.
• Flexibility to work a rotational shift pattern (early, late, including weekends).
• Able to deliver all 3 customer service roles; Kiosk hosting, queue control and way finding.
• Able to follow site code of conduct and assignment instructions.
• Previous experience in transport, hospitality, or front-of-house environments is desirable but not essential – full training will be provided.

What We Offer

• Competitive pay rate (£15.62 per hour).
• 18‑month fixed‑term contract with opportunities for extension.
• Paid break.
• Paid Holidays as per holiday entitlement regulations.
• Full uniform and comprehensive training.
• The opportunity to work in one of London's most iconic international transport hubs.
• A supportive and inclusive working environment with Mitie – the UK's leading facilities management and professional services company.

Reporting Structure

• Any technical issues with the registration kiosk.
• Reporting customer query or concerns.
• Any other issue.

Ready to Join Us? If you're passionate about delivering exceptional customer services and want to be part of a high‑profile team ensuring smooth operations at St Pancras International, apply today! Applicants support will be required for standard vetting and screening procedures during the recruitment process.