Customer Service Assistant - Birmingham New Street - Various Vacancies

Network Rail; Birmingham; On-site; GBP 27,000; Full time

Job summary

A leading railway organization in Birmingham is seeking a Customer Service Assistant to provide excellent service while ensuring safety and security at the station. The role involves shift work, requiring strong people skills and the ability to stay calm under pressure. You will assist with station operations and engage with passengers to enhance their experience, making this a rewarding position in a dynamic environment.

Benefits

Salary £26,459

Discounted online shopping

Childcare vouchers

Healthcare offers

Subsidies on rail and underground season tickets

Choice of pension schemes

Paid reserve leave for Armed Forces community

Qualifications

• Transferable skills in customer service.
• Ability to demonstrate safety vigilance.
• Strong communication skills in English.

Responsibilities

• Provide a safe and positive station experience.
• Conduct security searches and monitor the station.
• Assist passengers and ensure station services run smoothly.

Skills

People focus

Safety and security

Communication

Acting as one team

Staying calm under pressure

Confident decision making

Willingness and capacity to learn

Job description

Location

Birmingham, GB

Department Name

OZ Property Operations/National Stations/Birmingham (752359) G5

About Network Rail

Are you looking to join an organisation where you do meaningful work every day? As a customer service assistant, you'll be starting a rewarding career with Network Rail.

Our role is to run a safe, reliable and efficient railway, serving customers and communities. We exist to get people and goods where they need to be and to support our country's economic prosperity.

We're undertaking an ambitious change. Our vision is Putting Passengers First – a company that is on the side of passengers and freight users; that is easy to engage with and is an efficient and dependable partner ; a company people are proud to work for ; instinctively recognised as an industry leader.

We're an organisation where people matter. We matter to millions.

Brief Description

You make all the difference...

In the North West & Central region we manage some of the busiest stations in the country – London Euston, Birmingham New Street, Manchester Piccadilly and Liverpool Lime Street – which combined see up to 1.3 million passenger journeys each weekday.

They are vital to millions of people each year and as a Customer Service Assistant you will play a key part in keeping our station services running smoothly and safely. Every day is varied, and it's your ability to handle different situations that will help you shine.

If you make the grade then you can look forward to a rewarding and fulfilling career with a company that recently joined the top 50 in the Glassdoor's Best Places to Work.

About The Role (External)

Your operational and people skills matter.

You'll help keep our passengers and station services moving. As a customer service assistant at Birmingham, you'll enjoy variety and lots of activity in your role - this really is a job where no two days are the same.

Our passengers and station users' matter, and you'll be out there to provide a safe, secure and positive station experience. Most days you'll be covering significant distances across the station as you conduct security searches, monitor the station concourse, and help passengers during their station experience. You will spend most of the working day on your feet being highly visible to the customer. It's your training and attention to safety and security that help keep our station users safe every day.

You're able to build a good rapport with others, and your communications skills make all the difference with station users, retail staff and your station colleagues. And you'll always be thinking of a great customer experience as you provide help across the station.

The roles are full‑time and involve shift working (days, nights, and weekends) and you'll be willing and able to work on a shift basis which means that you may be asked to cover a variety of shifts 365 days per year.

Your Skills Matter

You don't need any rail experience, but you do need to show that you have transferable skills in the following areas:

• People focus – you'll enjoy working in a role that requires you to deliver excellent customer experiences. You genuinely care about our customers and pride yourself on being able to build rapport with everyone, including our passengers and colleagues.
• Safety and security – our safety vision is everyone home safe every day, and you'll be able to demonstrate vigilance and safe behaviours. You'll also have a good eye for detail, looking for anything that doesn't look quite right. You'll also need to be able to follow instructions, adhere to rules and ensure that others do the same.
• Communication – every day you'll be helping passengers and working closely with colleagues, you'll need to be able to communicate clearly (both written and verbal), warmly and concisely in English.
• Acting as one team – station operations depend on a high level of team working where you support each other to keep the station operating smoothly and safely. You'll need to be someone that others can depend on – you are responsible and play your part.
• Staying calm under pressure – At times, you will be faced with stressful situations, and you need to be someone who stays calm under pressure, even when faced with an angry passenger, or emergencies such as station evacuations.
• Confident decision making – your decisions affect our passengers and other station users. You'll be able to show that you can make independent and informed decisions under pressure.
• Willingness and capacity to learn – there's so much to learn and you'll work with many people, processes and equipment every day. You'll be keen and able to keep learning every aspect of the role.

This role involves days, nights and weekend working and the job is crucial for the safe running of the railway and its passengers.

Whilst a rostered working environment may look like a challenge to working parents, we have many amongst our North West & Central stations teams who find this to be of benefit, due to the structure and commitment of a planned weekly roster they can plan childcare effectively!

It's also important for our candidates to be aware that whilst we do have high expectations of our customer service assistants with regards to the safety of our station and the passengers, we equip you to be as safe as you can possibly be in every possible scenario.

How To Apply (External)

Everyone matters is our diversity strategy. In 2024 we became an even more open, diverse and inclusive organisation that is better at reflecting the communities that we serve. By putting our passengers first, our strategy will help us to provide a more accessible and more inclusive experience for you.

Safe behaviour

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

Salary and benefits

• Salary £ 26,459
• Pro‑rata annual leave entitlement
• My benefits – our discounted online shopping site
• A range of discounted offers including, childcare vouchers, healthcare offers – cycle to work, healthcare club discounted membership and other benefits
• Subsidies of up to 75% on rail and underground season tickets
• A choice of contributory pension schemes
• 2 weeks paid reserve leave for our Armed Forces community

We’re dedicated to creating an inclusive environment and we welcome applications from everyone!

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.

Vacancy closing date: 18th November 2025. Late applications will not be accepted.

As part of the application for this opportunity you will be asked a few situational judgement questions to determine your suitability for the role.

Following your application, if shortlisted, you will receive an invitation to attend an assessment centre. The assessment centres will take place Tuesday 9th & Wednesday 10th December 2025 at Birmingham New Street. There are no alternative assessment centre dates. Rather than a standard interview, the day will consist of a group exercise and an interview. This is a great way to learn about what could be expected of you as a CSA at Birmingham station. We appreciate your time and efforts as part of the application process and hope to see you at the assessment centre soon!