Customer Service Assistant - Platform (ECR)

Govia Thameslink Railway; Croydon; On-site; GBP 22,000 - 25,000; Full time

Job summary

A major UK rail operator is looking for a Platform Assistant in Croydon. This full-time role involves delivering outstanding customer service and ensuring a safe environment at the station. Candidates must be proactive, possess strong communication skills, and be able to handle challenging situations. The position requires flexibility as train services operate 24/7, and local residence is vital for commuting.

Benefits

Free travel on network

Privilege Oyster card

Discounts on other TOCs

Final salary pension

Ongoing training and development

Qualifications

• A proactive customer-focused approach to deliver outstanding service.
• Exceptional customer service skills in high-pressure situations.
• Strong communication skills to engage effectively with customers.

Responsibilities

• Provide the highest standard of advice and information to customers.
• Maintain a safe and attractive retail station environment.
• Participate in the safe operation of trains and stations.

Skills

Proactive customer-focused approach

Exceptional customer service skills

Experience managing customers in challenging environments

Strong communication skills

Ability to make customer-focused decisions

Job description

Key Info

Role: Platform Assistant

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

Roster: Earlies & Lates - covering between 05:00 and 01:00 approx

Earlies, Lates & Nights - 24 hour coverage

Are you passionate about delivering outstanding customer 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, making this a vital role for enhancing customer experience!

Key responsibilities include:

• Providing the highest standard of advice, information, and service to customers
• Maintaining a safe and attractive retail station environment
• Participating in the safe operation of trains and station by adhering to procedures
• Promoting relevant marketing materials and information

These roles operate 24 hours, so candidates must reside locally and have reliable transport to ensure punctuality for shifts, especially as train services may not always be available early morning or late at night.

Roles may involve standing for long periods, working on weekends and bank holidays.

Platform roles are safety-critical due to direct involvement with the operational railway.

Experience / Skills

• A proactive customer-focused approach with a passion for supporting the team
• Exceptional customer service skills, setting a positive example for others
• Experience managing customers effectively in challenging environments
• Strong communication skills, demonstrated through application and assessments
• Reside locally to commute easily to and from work
• Ability to make customer-focused decisions and follow instructions effectively

In return, you will enjoy a varied work schedule, opportunities for learning and progression, industry benefits such as free travel on our network, privilege Oyster card, discounts on other TOCs, final salary pension, and more. You'll be part of a passionate team in a supportive environment with ongoing training.