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Customer Service Assistant x 7 posts

Network Rail

London

On-site

GBP 26,000 - 32,000

Full time

3 days ago

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Job summary

Network Rail is seeking entry-level Customer Service Assistants for permanent positions at St Pancras International Station. The role focuses on ensuring a first-class customer experience, providing assistance to visitors, and maintaining station safety and security. Candidates with good communication skills and a commitment to customer service will find ample opportunities for career progression within the organization.

Benefits

Generous annual leave entitlement

Bonus scheme

75% subsidy on rail season tickets

75% off leisure rail travel for you and your family

Training and development available

5 days paid volunteering leave

Qualifications

Good command of the English language – both written and oral.
Experience of working in a customer-facing environment.
Willing & able to work shift patterns, including unsociable hours.

Responsibilities

Act as a highly visible point of contact for station users.
Undertake regular station checks for security and safety.
Provide excellent customer service and assist customers travelling throughout the station.

Skills

Customer service

Attention to detail

Communication

Teamwork

Education

GCSE or equivalent in English and Maths

Join to apply for the Customer Service Assistant x 7 posts role at Network Rail

About Network Rail

Join our Operations Team at

Location

London, GB

Department Name

High Speed Stations Recruitment

About Network Rail

Join our Operations Team at St Pancras International Station – Customer Service Assistants

Who We Are

Network Rail High Speed Ltd. (NRHS) is responsible for operating and maintaining the UK's only international high-speed railway, High Speed (HS1).

The 109km HS1 infrastructure consists of a diverse range of railway assets such as the track, signalling, overhead line, lineside buildings, depots, viaducts and long tunnels. NRHS is also responsible for operating and maintaining three international stations; St Pancras, Ebbsfleet and Stratford International.

As a wholly owned subsidiary of Network Rail Infrastructure Ltd, NRHS is privately financed under an agreement with our client ‘HS1 Ltd', undertaking a diverse range of activities from railway infrastructure maintenance and operations - through to station facilities management and retail on behalf of our client.

Our Vision - to deliver the best High Speed rail customer experience.

https://www.networkrail.co.uk/running-the-railway/our-routes/network-rail-high-speed/

Our passengers and freight users are at the heart of everything we do. We help connect people to their friends and families and get goods to their destination safely and efficiently. We're an organisation where people matter. When you're part of our team, you matter to us and you matter to millions. Watch our video to find out more!

Brief Description

Customer Service Assistants

We are looking to recruit a number of permanent Customer Service Assistant positions.The purpose of a Customer Service Assistant is 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, passengers and retailers.

These positions are entry level and a great opportunity to experience life at Network Rail High Speed. Once you've mastered the role of a Customer Service Assistant and feel like it is time to move on, there are opportunities to progress your career – with internal vacancies being posted on a regular basis.

About The Role (External)

The role

The key responsibilities of a Customer Service Assistant are to:

Act as a highly visible point of contact for station users and provide excellent customer service to all – including visitors, contractors, retailers, train operating companies and customers travelling throughout the station
Undertake regular station checks – including on contractor compliance, security, safety and equipment – in accordance with relevant company standards and procedures, plus complete 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 a 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

These are permanent positions, so come and be part of a truly unique business that brings the UK closer to Europe.

We're dedicated to building a diverse and inclusive organisation that reflects the passengers we serve. To achieve this, we're committed to becoming an open, diverse, and inclusive workplace, leveraging the skills and expertise of our talented workforce. Together, we strive to create a safe and accessible railway for everyone. Discover more about the importance of Diversity and Inclusion at Network Rail by clicking here .

Investing in our people is key to enhancing the safety, reliability, and efficiency of our railway system. If you're passionate about making a meaningful impact, then this opportunity is for you!

About our people and the recruitment process - We're an inclusive employer of choice and we welcome applications from everyone! We encourage our colleagues to work flexibly, as we know traditional working patterns don't always fit. If you want to consider working flexibly, just let us know and we'll do our best to help and invest in your career with us , whilst you have a healthy work life balance.

We're also a Disability Confident Leader employer 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.

The person

We are looking for candidates with:

Good command of the 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
Strong attention to detail & observation skills
Reasonable level of general fitness including being able to stand & walk for prolonged periods.
Willing & able to work shift patterns, which include unsociable hours and bank holidays.
This role includes completing Security patrols & control room duties.
Meet the required benchmark for application screening / vetting.

Although not essential, it would be an extra plus if you were:

Educated to GCSE or equivalent in English and Maths

How To Apply (External)

The role will be based at St Pancras International Station however occasional travel to our other offices and site locations along the route and across the network may be expected.

The important stuff

In return, we can offer a rewarding career and excellent benefits, including:

A starting salary of £ 26,459 plus inner London allowance of £3,270
Generous annual leave entitlement
Bonus scheme
Excellent choice of pension schemes
75% subsidy on rail season tickets (including London Underground)
75% off leisure rail travel for you and your family
‘my benefits' – our discounted online shopping site
Training, development and employee assistance programme available
Two weeks paid reserve leave for our armed forces community
5 days paid volunteering leave

If successful in your application, you may be required to go through a security vetting process.

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Closing date and the application process:

The closing date will be 1st July 2025
Late applications will not be accepted
We retain the right to close the advert early depending on application volume
Following application, you will be required to complete an online testing assessment
If successful at this stage, you will be invited to an in-person interview

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 add a note to your application.

All offers of employment are conditional upon satisfactory completion of pre-employment checks. Click here for more information

Note – Drugs and Alcohol Standard

All candidates will be required to undergo and pass a drugs and alcohol test. Your application will be rescinded if you record a positive test. All positive drugs and alcohol test results for prospective candidates will be securely held on Sentinel database and a 5 year suspension from applying for a safety critical role (a role which requires PTS certification or a Key Safety role on all Network Rail Managed Infrastructure) will be enforced.

Seniority level

Seniority level
Entry level

Employment type

Employment type
Full-time

Job function

Job function
Other
Industries
Rail Transportation

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