Customer Service Assistant, Leeds Managed Station, Multiple Roles Available

ENGINEERINGUK; Leeds; On-site; GBP 24,000; Full time

Job description

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Customer Service Assistant, Leeds Managed Station, Multiple Roles Available

Sector: Customer Services
Role: Assistant
Contract Type: Permanent
Hours: Full Time

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

Brief Description
To provide a customer focused presence within the station on a day to day basis to deliver a first class and safe station environment for Train Operating Companies (TOCs), passengers and retailers.

About the role (External)

Key Accountabilities:

1. 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.
2. 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.
3. Respond to and record emergencies and incidents involving the general public and industry partners, as required.
4. Provide a point of contact for the reporting of faults within the station, maintaining appropriate records, reviewing and closing actions as required.
5. Actively assist and provide information to customers travelling throughout the station.
6. Check contractors have relevant risk assessments and method statements prior to issuing Permit to Work.
7. 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.
8. Provide a proactive role in dealing with hazards or unsafe conditions, checking that all such occurrences are reported correctly.
9. Fulfil allocated duties as prescribed within Emergency Plans.

Job Skills, Experience and Qualifications:

Essential
• 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
Desirable
• Educated to GCSE or equivalent in English and maths

How to apply (External)
Salary: Band 6- £23,637
Closing date: 06/05/25. - Late applications will not be accepted.
Click apply now to apply.

Network Rail Benefits: To find out about what benefits we offer, click here.

All offers of employment are conditional upon satisfactory completion of pre-employment checks.

Company
Every day, 4.8 million people use our network. Keeping Britain moving and building a better railway for the future is full of challenges – but also tremendous opportunities.

We believe that investing in our people is one of the most effective ways of improving the safety, reliability and efficiency of the railway.

Your health, wellbeing and benefits

We provide access to support services such as our employee assistance program to help you with finances, family, health and wellbeing. In addition to this, we offer excellent benefits, are sensitive to work-life balance and encourage our employees to use their 5 volunteer days for their favourite causes.

We have a range of benefits including:

• 28 days 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 range of pension schemes.
• 2 weeks paid reserve leave for our Armed Forces community.

What Diversity and Inclusion means to us

‘Diversity’ means recognising differences between people while valuing the contribution they make. ‘Inclusion’ means creating safe and welcoming workplaces with fair cultures that encourages innovative and fresh ways of thinking.

Disability Confident Leader

Network Rail is an accredited Disability Confident Leader. This means, where a disabled applicant meets the essential criteria for any of our vacancies, they will receive an interview.