Customer Service Assistant - London Paddington Station

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

Job summary

Network Rail is seeking a Customer Service Assistant for London Paddington Station to ensure a first-class experience for passengers. The role involves providing customer service, monitoring compliance and safety, and handling incidents effectively. Applicants should have experience in customer-facing roles and a strong command of English.

Qualifications

• Essential qualifications include proficiency in English and customer service experience.
• GCSE in English and Maths is preferred.
• Teamwork and confident situational handling are essential.

Responsibilities

• Provide customer service and support throughout the station.
• Conduct regular checks on compliance and safety.
• Manage emergencies and incidents effectively.

Skills

Command of English language

Experience of working in a customer facing environment

Confidence to deal with different types of situations

Ability to work effectively as part of a team

Education

GCSE or equivalent in English and maths

Job description

Customer Service Assistant - London Paddington Station

Join to apply for the Customer Service Assistant - London Paddington Station role at Network Rail

Customer Service Assistant - London Paddington Station

Join to apply for the Customer Service Assistant - London Paddington Station role at Network Rail

Department Name

OW Property Operations/National Stations/Paddington (752109) G5

Location

London, GB

Department Name

OW Property Operations/National Stations/Paddington (752109) G5

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. 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.

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:

• 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.
  
  
  

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: £26,549 per annum plus Inner London Allowance

Closing date: 7th July 2025. - Late applications will not be accepted.

Click apply now to apply.

You can visit Evenbreaks Career Hive for advice on accessibility support if you're unsure of the options available. Should you require any reasonable adjustments/modifications, please email [e-mail].

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. Click here for more information

• Some of our roles require face to face Drugs & Alcohol testing. Further details will be shared with you as part of your formal offer.****
  
  
  

We positively embrace flexible working recognising that employees may wish to balance work and family/home life.

In Wales and Western region, you will have the opportunity to join PROUD, our reward and recognition scheme where you can say thanks and recognise colleagues across the region who have demonstrated outstanding values and behaviours.

At Network Rail we promote a diverse and inclusive organisation. We are working in conjunction with the Cultural Fusion team to support black, Asian and minority ethnic colleagues. If you would like support with your application or interview please contact Wales&[e-mail]

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Rail Transportation

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