Customer Service Station Assistant - Biggleswade - part time

Govia Thameslink Railway; Biggleswade; On-site; GBP 12,000 - 17,000; Part time

Benefits offered by this job

Comprehensive training

Free travel on our network

Oyster card discount

Travel discounts on other operators

Final salary pension

Industry benefits

Job summary

Govia Thameslink Railway is recruiting for part-time customer service hosts in the United Kingdom. Shifts are Saturdays and Sundays, 14:45–23:15 (17 hours per week, two 8.5-hour shifts).

You will be the first point of contact for customers, ensuring a warm, polite, and professional greeting while protecting revenue and assisting with information. Roles cover customer service, revenue protection, security, and information provision.

Qualifications

• High standards of honesty and integrity.
• Ability to remain calm under pressure.
• Flexibility and willingness to adapt to change.
• Professionalism at all times.

Responsibilities

• Deliver customer service across four main areas: customer service, revenue protection, security and information provision.
• Maintain a welcoming and professional environment for passengers.
• Protect revenue and assist with security during busy periods.
• Stand for long periods and work weekends, nights and bank holidays as required.

Skills

Honesty and integrity

Calm under pressure

Flexibility

Professionalism

Job description

We currently have one part-time roles available:

Saturday and Sunday: 14:45 – 23:15
(17 hours per week – 2 × 8.5-hour shifts)

Do you have a passion forcustomer service?

We are currently looking for talented individuals who are passionate about delivering outstanding customer service. You will often be the first point of contact for customers and play a vital role in shaping their journey.

Key to this role is being visible, proactive, and anticipating customer needs to meet and exceed expectations. You will provide a warm, polite, and professional greeting at all times, helping to create a safe, secure, and welcoming environment while protecting revenue for Govia Thameslink Railway.

Your duties fall into four main areas: customer service, revenue protection, security, and information provision. This is a fast-paced environment where you may be required to work under pressure, particularly during busy periods. Maintaining high standards of courtesy, professionalism, and proactive assistance is essential at all times.

We are looking for individuals who can work clearly and accurately under pressure, manage tight timescales, and think logically and creatively. You will need to demonstrate:

• High standards of honesty and integrity
• The ability to remain calm under pressure
• Flexibility and willingness to adapt to change
• Professionalism at all times

These roles operate across a 24-hour service. Due to shift times, you must live locally and have independent transport to ensure you can arrive for early shifts where train services may not be available. Station-based roles may involve standing for long periods and working weekends, nights, and bank holidays.

In return, you will receive an interesting and varied work schedule in an environment where learning and progression are actively encouraged. Benefits include comprehensive training, free travel on our network, a privilege-rate Oyster card, up to 75% off travel on other train operating companies, a final salary pension, and additional industry benefits.

“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‑hand how tough it can be to find work once you’re out of it.”

“I love the freedom that comes with being a train driver. Obviously, there are rules and regulations to follow as well as duties and commitments to carry out, but in a way, you’re sort of your own boss, which is nice.”

“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.”

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 love the freedom that comes with being a train driver. Obviously, there are rules and regulations to follow as well as duties and commitments to carry out, but in a way, you’re sort of your own boss, which is nice.”

“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.”