Network Rail - Customer Service Assistant- Lime St - Liverpool

Brook Street; Liverpool; On-site; GBP 21,000 - 32,000; Full time

Job summary

Brook Street is recruiting for a Customer Service Assistant to support a busy station in Liverpool. You will be the calm, visible contact for passengers, contractors and staff, handling enquiries and coordinating safety and security procedures in a 24/7 environment.

The role involves shift work across days, evenings and nights, with duties spanning checks, incident reporting, fault logging and safety communications within the station ecosystem.

Qualifications

• Customer-focused communication with diverse groups.
• Ability to follow procedures and complete paperwork accurately.
• Stay alert and professional in busy environments.

Responsibilities

• Be the visible point of contact for station users, visitors, contractors and passengers.
• Carry out regular station checks and complete audit paperwork.
• Record emergencies and incidents involving the public and partners.
• Report faults and maintain records to close actions.
• Provide clear information and assist customers throughout the station.
• Verify contractor risk assessments and method statements before permits.
• Support security plans to prevent criminal activity with authorities.
• Identify hazards and report unsafe conditions.
• Perform duties within Emergency Plans.

Skills

Customer-first approach

Clear communication

Situational awareness

Proactive issue spotting

Job description

Customer Service Assistant (Station Security & Safety Support)

Location: Liverpool

If you enjoy being the calm, visible point of contact for people on the move, this is a brilliant opportunity to join a 24/7 station environment where your presence genuinely makes a difference. Our Client is hiring for a reputed client for a long-term sickness cover role-full of variety, responsibility and opportunities to build trust with customers and partners every day.

What you'll be doing:

• Be a highly visible point of contact for station users, providing customer service to visitors, contractors, retailers, train operators and customers travelling through the station
• Complete regular station checks, including contractor compliance, security, safety and equipment-then complete the relevant paperwork for audit purposes
• Respond to and record emergencies and incidents involving the public and industry partners, as required
• Act as a clear contact for reporting faults across the station, maintaining appropriate records and helping review and close actions
• Proactively assist customers and provide clear information throughout the station
• Check contractors have relevant risk assessments and method statements before issuing Permit to Work
• Support plans to prevent and manage criminal activity on the station, working with customers, external authorities and regulators to discourage unauthorised entry or remaining
• Identify hazards or unsafe conditions and ensure they're reported correctly
• Carry out allocated duties within Emergency Plans

What you'll bring:

• A customer-first approach with confidence communicating clearly with a wide range of people
• A careful, responsible mindset-comfortable following procedures and completing paperwork accurately
• The ability to stay alert and professional in busy, fast-moving situations
• A proactive attitude to spotting issues early and acting appropriately to keep others safe

Additional information:

• Shift work is required across a rotation (including nights, weekends and bank holidays)
• 35 hours per week; role covers long-term sickness
• Earliest shifts start 7am-2pm, evenings 2pm-9pm, and late/night 9pm-7am
• Must be willing to work within a 24/7 operation

Brook Street is proud to support the Armed Forces Covenant and as such, we guarantee to interview all candidates who are veterans or spouses/partners of military personnel, and who meet all the essential criteria for the vacancy.

As a Disability Confident Leader, and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street, as a supplier to the Public Sector Resourcing Framework (PSR), will offer you a guaranteed interview with a PSR Sourcer.

Should you identify as a candidate with a disability and/or as a veteran or spouse/partner of military personnel and meet all the essential criteria for the role, we encourage you to reach out to us via the Brook Street website. Here you will find a link to register your interest and state the role that you are interested in. We are committed to engaging with you.

In cases where we have a high volume of ex-military candidates/military spouses/partners, who meet all of the essential criteria, Brook Street will interview the best candidates from within that group.