Customer Service Assistant

Network Rail; Glasgow; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Generous annual leave entitlement

Pension schemes

Discounted leisure travel for you and/

Rail and Underground season ticket 75%

Volunteer or carers leave

Job summary

Network Rail in Glasgow Central is seeking a Customer Service Assistant to provide a highly visible, friendly presence and deliver safe, secure, and welcoming service to passengers and staff.

You will perform station operations duties, assist travellers including those with accessibility needs, conduct patrols with the British Transport Police, and participate in emergency and crowd-management duties. This is a full-time permanent role based at Glasgow Central.

Qualifications

• Educated to GCSE or equivalent in English and maths.
• Experience in customer-facing roles is preferred.
• Ability to communicate clearly with diverse groups of people.

Responsibilities

• Provide a highly visible point of contact for station users.
• Undertake regular station checks and assist with safety and security procedures.
• Respond to incidents and assist with emergencies and crowd management.
• Support passengers, including those with reduced mobility or accessibility needs.
• Operate mobility assistance equipment where trained and safe to do so.

Skills

Customer service

Accessibility

Safety

Security

Teamwork

Education

GCSE English and Maths

Job description

Join Network Rail - Where People and Connections Matter

At Network Rail, we're dedicated to keeping passengers and freight moving safely and efficiently across the country. When you join us, you're not just part of a team - you're part of something that matters to millions. We believe that our people are at the heart of what we do, and every role plays a vital part in building a better, more connected railway. Click here to learn more.

We're committed to creating a diverse, inclusive workplace that reflects the communities we serve. To discover more about our ED&I commitments click here . We value flexibility and understand the importance of a healthy work-life balance. As a Disability Confident Leader, we'll do everything we can to accommodate any needs throughout the recruitment process.

Safe behaviour is a requirement of working for Network Rail. Applicants should be able to demonstrate their awareness of our safety vision .

If you're ready to make a real difference, we'd love to hear from you!

Scotland's Railway is part of this large family and it covers a large geographical area from the Borders to Thurso at the far tip of the North East of Scotland, accounting for almost 20 per cent of the UK rail network. We provide rapid access along busy commuter routes to our seven cities, servicing the varied needs of our business and leisure commuter services, including cross border services and rural services. We have up to 50 freight services operating every day and we are steadily building capacity for this to grow. Our ambition to be responsive to passengers and freight users, drives us every day and we're empowered to do the right thing for those who use the rail network. We actively challenge unsafe practices and take responsibility for addressing risks, resolving issues and protecting safety and wellbeing.

About the role

This is a Full-TimePermanent position.

Please note that this role will involve shift, weekend and bank holiday working. The successful candidate will also be required to undergo a pre-appointment medical to enable them to drive station buggies.

Glasgow Central is one of Scotland's busiest and most complex railway stations, welcoming thousands of passengers every day. As a Customer Service Assistant (CSA), you will provide a highly visible, approachable and professional presence throughout the station, helping to deliver a safe, secure and welcoming environment for everyone who uses the railway.

Putting passengers first is at the heart of everything we do. Whether assisting customers with journey information, providing reassurance during disruption, supporting passengers with accessibility requirements or helping someone navigate one of the busiest stations in the country, you will play a vital role in ensuring every customer receives excellent service and has a positive experience while travelling through Glasgow Central.

Whilst customer service is a key element of the role, this position is far more than a traditional customer-facing role. Customer Service Assistants play an important part in station operations, safety, security and accessibility, ensuring the station remains safe and welcoming for passengers, colleagues, retailers and train operators alike.

A significant part of the role involves carrying out regular security and safety patrols throughout the station, maintaining vigilance for suspicious behaviour, unattended items, trespass, operational issues and potential hazards. Customer Service Assistants are often the eyes and ears of the station and work closely with the British Transport Police, train operators and other industry partners to respond to incidents and help maintain a safe and secure railway environment.

You will also be responsible for providing mobility assistance and supporting passengers who require additional help to access railway services. This includes assisting customers with reduced mobility, those travelling with disabilities, elderly passengers and anyone requiring support to navigate the station safely and confidently. Providing assistance with dignity, compassion and professionalism is an essential part of the role.

As part of the station's accessibility service, Customer Service Assistants may be required to operate the station's mobility assistance buggies. Successful candidates will receive training and must successfully complete a practical driving assessment before being authorised to operate the vehicles. The ability to provide safe and efficient transport for passengers around the station forms an important part of delivering an inclusive service.

Due to the nature of the role and the operational responsibilities involved, successful applicants will be required to undertake and pass a rail industry medical assessment, ensuring they are fit to carry out the duties associated with working in a busy operational railway environment.

In emergency situations, Customer Service Assistants play an important operational role. This can include responding to incidents, supporting crowd management, assisting vulnerable passengers, implementing emergency procedures and, where required, helping with station evacuations to ensure the safety of customers and colleagues.

This is a highly active role where visibility across the station is essential. Staff spend the majority of their shift walking throughout the station, undertaking patrols, assisting passengers, providing mobility assistance, responding to incidents and supporting operational activities. It is not uncommon to achieve approximately 25,000 steps during a shift, making this a physically demanding role that requires energy, resilience and a proactive approach.

No two days are the same. Successful candidates will thrive in a fast-paced environment where customer service, accessibility, safety, security and teamwork are equally important. If you take pride in helping people, enjoy working as part of a team and are committed to delivering an exceptional experience for passengers, this role offers the opportunity to make a real difference at one of the UK's busiest railway stations.

Key Accountabilities

• Provide a highly visible point of contact for station users providing customer service to all, including visitors, contractors, retailers, TOC's and customers travelling throughout the station.
• Undertake regular station checks including contractor compliance, security, safety and equipment in accordance with relevant company standards and procedures, completing the relevant paperwork for audit purposes.
• Respond to and record emergencies and incidents involving the general public and industry partners, as required.
• 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.
• Check contractors have relevant risk assessments and method statements prior to issuing Permit to Work.
• 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.

We're dedicated to creating an inclusive environment and we welcome applications from everyone! Our aim is to ensure your candidate experience is as positive as possible. If you require reasonable adjustments at any point, simply let us know-we'll do our best to assist you.

Network Rail is a Disability Confident Leader and we'll try our best to adapt the process and offer a reasonable alternative to help support people with disabilities access, apply and interview for roles.

Please note that all applicants must complete and pass the mandatory pre-screening questions at the start, in order for your application to be progressed.

Grade:Band 6

Closing date:Midnight on Tuesday 24 th November 2026- late applications will not be accepted.

Here are a few of the benefits we offer:

• Generous annual leave entitlement
• Choice of pension schemes
• Discounted leisure train travel for you and your family
• 75% subsidy on Rail and Underground season tickets
• 5 days paid volunteer or carers leave
• My Benefits platform - giving national and local discounts on retailers, gym membership and more

Command of English language, both written and oral

Experience of working in a customer facing environment

Confidence to deal with different types of situations assertively

Experience of working effectively as part of a team

Meet the required benchmark for application screening questions (all applicants)

Educated to GCSE or equivalent in English and maths

Key Information

Number of Positions:

1

Contract Type:

Permanent

Hours:

Full Time

Location:

Glasgow Central Managed Station, Glasgow

Geographical Area:

Scotland

Closing Date:

24-NOV-2026

Job Category:

Station Operations

Function:

Scotland Region

Organisation:

OS Property Operations/National Stations/Glasgow (752409) G5