Customer Service Assistant

Network Rail; Leeds; On-site; GBP 23,000 - 28,000; Full time

Job summary

Network Rail in Leeds is seeking a Station Operations professional to join the Leeds Managed Station team on a permanent, full-time basis. The role focuses on delivering excellent customer service to passengers and station users while maintaining safety and compliance across station operations.

The ideal candidate will have GCSE English and Maths, proven experience in a customer-facing environment, and the ability to work effectively as part of a team.

Qualifications

• GCSE English and maths are required.
• Experience in customer-facing environments is essential.
• Ability to communicate clearly in writing and speaking.

Responsibilities

• Provide a highly visible point of contact for station users, delivering excellent customer service to visitors, contractors, retailers, TOCs and passengers.
• Conduct regular station checks for contractor compliance, security, safety and equipment, completing audit paperwork as required.
• Respond to and record emergencies and incidents involving the public and industry partners.
• Report faults, maintain records, and close actions as needed.
• Assist and provide information to customers travelling through the station.
• Check contractor risk assessments and method statements before issuing Permits to Work.
• Work with customers, authorities, and regulators to deter unauthorised access and manage safety.

Skills

Customer service

English fluency

Teamwork

Assertive communication

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.

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

• 28-day annual leave with the option to buy and sell days
• Choice of pension schemes
• 75% discount of leisure travel for you and your family
• 5 days paid volunteer or carers leave
• Up to 75% subsidised Rail and Underground travel
• Gym Pass -access to gyms across UK
• My Benefits platform- giving national and local retail discount

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 and we'll do our best to assist you.

Some of our roles require face to face Drugs & Alcohol testing. We will share further details with you as part of your formal offer.

• 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.
• 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
• Educated to GCSE or equivalent in English and maths

Key Information

Number of Positions:

1

Contract Type:

Permanent

Hours:

Full Time

Location:

Leeds Managed Station, Leeds

Geographical Area:

Eastern England

Closing Date:

10-NOV-2026

Job Category:

Station Operations

Function:

Eastern Region

Organisation:

EJ Property Operations/National Stations/Leeds (752209) G5