Customer Service Assistant - Gates (CSH/SUO) (3763)

Govia Thameslink Railway Ltd.; Greater London; On-site; GBP 26,000 - 28,000; Full time

Benefits offered by this job

Free travel on network

Privilege Oyster card

Up to 75% off travel on other TOCs

Final salary pension

Job summary

Govia Thameslink Railway Ltd. is hiring a Gateline Assistant E/L to deliver outstanding customer service at stations in the Carshalton and Sutton area. You will assist passengers with tickets, check gates and provide information, while keeping a safe, clean station environment and promoting travel-related services.

Shifts include early/late coverage with Sundays rosted. Applicants should live locally and have transport to arrive for the first shift.

Qualifications

• A proactive customer approach is essential.
• Exceptional levels of customer service expected at all times.
• Demonstrable experience of managing customers effectively in difficult environments.
• You must be able to demonstrate a high level of numerical ability.
• An effective communicator with clear spoken and written English.
• Live in the local area to access the station for shifts.
• Able to make decisions in a customer-focused manner and carry out instructions.

Responsibilities

• Assisting passengers with tickets, including checking them and providing general advice and ensuring gates operate correctly.
• Providing the highest possible standard of advice, information and service to customers.
• Delivering a safe, attractive retail station environment, including general cleaning and de-icing.
• Participating in the safe running of trains and a safe station environment by following procedures.
• Promoting relevant marketing literature and useful information.

Skills

Proactive customer approach

Exceptional customer service

Customer management in difficult Envi­

Numerical ability

Effective communication

Live in local area

Decision making

Job description

£26,250 rising to £28,400 + Regional Allowance + Sundays

Key Info

Role: Gateline Assistant E/L

Location: 1 x Carshalton & 1 x Sutton

Contract: Full Time, averaging 35 hours per week + rostered Sundays

Roster: Gateline - Early/Late shifts covering between 05:30 - 01:00 approx

Are you passionate about delivering outstandingcustomer service?

Do you enjoy helping people?

This is your opportunity, as you will often be the first and last person our customers will meet on their journey and it is therefore a vital role for making our customers' day!

Key to your role, at all times, is being visible and anticipating the needs of the customer to meet their expectations.

As a Gateline Assistant you can do just that. You areresponsible for:

• Assisting passengers with tickets, including checking them, general advice and making sure the gates work.
• Providing the highest possible standard of advice, information and service to our customers
• Delivering a safe, attractive retail station environment, with general cleaning, de-icing
• Participating in the safe running of trains and a safe station environment by complying with procedures
• Promoting all relevant marketing literature and usefulinformation

Due to the shift times you must live in the local area and have available transport to ensure that you arrive at the station for the first shift and work your last shift as required as there may not always be a train service available.

This role will involve standing for long periods of time, working weekends and bank holidays.

Experience / Skills

• A proactive customer approach coupled with passion and ability to support the team.
• Exceptional levels of customer service, each and every time – you will be a role model for others to follow.
• Demonstrable experience of managing customers effectively in difficult environments.
• You must be able to demonstrate a high level of numerical ability.
• An effective communicator and must be able to demonstrate this both through your application and or assessments.
• Live in the local area to be able to get to and work and home.
• Able to make decisions in a customer focused manner and carry out instructions effectively.

In return, you'll be rewarded with an interesting and varied work schedule, in an environment where learning and progression is actively encouraged. You'll enjoy great company and industry benefits, as well as the support of a passionate team. Along with comprehensive and ongoing training, your benefits will include free travel on our network, privilege rate oyster card, up to 75% off travel on other TOCs (train operating companies), final salary pension and much more.

We reserve the right to remove this posting earlier than advertised should suitable candidates be appointed. #LI-AP

“It was my brother’s suggestion to join the railway. He was already working in the industry and knew I had some university bills to pay off so told me to give it a go, get out of debt and see what I wanted to do next. After a while, it just felt like actually – this is exactly where I’m meant to be. I’m part of a great team and the on-board department as a whole are brilliant to work with. I feel at home here.”

Tonderai Matizha-Johnson
Area Operations Manager

“When I saw that GTR was advertising places for its apprenticeship scheme I looked into it straight away because I thought it was a great opportunity to learn whilst getting real life experience in a 9-5 job. I applied for a level three business administration apprenticeship and was thrilled to find out I had a place on the course! I was so excited that I didn’t even mind it was based 250 miles away from where I lived.”

“Working for GTR is very rewarding and fulfilling. You really feel like you're making a difference to customers, no matter what role you're in as at the end of the day they're the heart of our business. I’ve had lots of opportunities to explore other aspects of the business including supporting our station staff and gaining my Train Dispatch Licence which has been enriching for my experience here.”

“If you’ve always had an interest in rail, or maybe you’re just curious to find out what working in the railway might look like, GTR is the operator to go for. Not many companies do an official work experience program and this unique opportunity will give you a good grounding with varied activities to help you find the best place in the railway for you. It certainly did it for me.”

Nathaniel Owen
Station Manager

“I work as part of the Fleet Infrastructure team, which means ensuring our 18 Engineering locations operate safely and efficiently. We oversee all building and track maintenance works as well as various minor and major projects across the network.”

“I started in a small ticket office back in 1996 and have continued to work my way up ever since. A previous manager told me about a job he’d seen advertised for a trainer. ’d never considered a job in HR or mentoring before then, but he said I’d be perfect for it and I haven’t looked back since!”

Zoey Hudson
Head of Talent, Diversity and Inclusion

“Since April, I’ve helped to support our Kickstart Scheme. It’s been a really rewarding process to be part of because I know first-hand how tough it can be to find work once you’re out of it.”

“I’m a Thameslink passenger host and team leader based at Luton station and I’m currently doing a Level 3 Supervisor apprenticeship so that I can improve my skills even further. I was hesitant to do the apprenticeship at first because of my age – I left school over 60 years ago without any qualifications! It’s been hard to get back into the routine of learning again.”

“It was my brother’s suggestion to join the railway. He was already working in the industry and knew I had some university bills to pay off so told me to give it a go, get out of debt and see what I wanted to do next. After a while, it just felt like actually – this is exactly where I’m meant to be. I’m part of a great team and the on-board department as a whole are brilliant to work with. I feel at home here.”

Tonderai Matizha-Johnson
Area Operations Manager

“When I saw that GTR was advertising places for its apprenticeship scheme I looked into it straight away because I thought it was a great opportunity to learn whilst getting real life experience in a 9-5 job. I applied for a level three business administration apprenticeship and was thrilled to find out I had a place on the course! I was so excited that I didn’t even mind it was based 250 miles away from where I lived.”

“Working for GTR is very rewarding and fulfilling. You really feel like you're making a difference to customers, no matter what role you're in as at the end of the day they're the heart of our business. I’ve had lots of opportunities to explore other aspects of the business including supporting our station staff and gaining my Train Dispatch Licence which has been enriching for my experience here.”

“If you’ve always had an interest in rail, or maybe you’re just curious to find out what working in the railway might look like, GTR is the operator to go for. Not many companies do an official work experience program and this unique opportunity will give you a good grounding with varied activities to help you find the best place in the railway for you. It certainly did it for me.”

Nathaniel Owen
Station Manager

“I work as part of the Fleet Infrastructure team, which means ensuring our 18 Engineering locations operate safely and efficiently. We oversee all building and track maintenance works as well as various minor and major projects across the network.”

“I started in a small ticket office back in 1996 and have continued to work my way up ever since. A previous manager told me about a job he’d seen advertised for a trainer. ’d never considered a job in HR or mentoring before then, but he said I’d be perfect for it and I haven’t looked back since!”

Zoey Hudson
Head of Talent, Diversity and Inclusion

“Since April, I’ve helped to support our Kickstart Scheme. It’s been a really rewarding process to be part of because I know first-handed how tough it can be to find work once you’re out of it.”

“I’m a Thameslink passenger host and team leader based at Luton station and I’m currently doing a Level 3 Supervisor apprenticeship so that I can improve my skills even further. I was hesitant to do the apprenticeship at first because of my age – I left school over 60 years ago without any qualifications! It’s been hard to get back into the routine of learning again.”