Rail Station Customer Service Champion

Network Rail; Greater London; On-site; GBP 21,000 - 28,000; Full time

Benefits offered by this job

28 days annual leave + statutory days

Defined benefit pension scheme

Rail season ticket subsidy 75%

Up to 75% off leisure travel

Volunteer leave

Carer's leave

Healthcare Scheme and GymPass

Maternity/Paternity/Adoption leave

Plus more...

Job summary

Network Rail in London Bridge is seeking a Customer Service Assistant to be the face and fixer on the station floor. You’ll provide warmth, guidance and problem solving to passengers, retailers and industry partners, helping keep the station safe, clean and efficient.

This permanent role offers an active, varied day with opportunities to grow within the rail network. You’ll work as part of a dedicated team committed to safety, service quality and community wellbeing.

Qualifications

• Clear communication in English (spoken and written).
• Experience in a customer-facing role.
• Ability to remain calm and assertive in varied situations.
• Strong teamwork and collaboration.
• GCSEs in English and Maths or equivalent.

Responsibilities

• Provide a highly visible, approachable presence across the station.
• Assist customers, contractors, retailers, TOCs and visitors with guidance and reassurance.
• Carry out regular safety checks on station and equipment; ensure compliance and audit readiness.
• Log incidents accurately and respond to emergencies or incidents.
• Own the fault reporting process and track actions to resolution.
• Offer clear, friendly travel information and assist passengers during peak times.
• Review risk assessments and permits to ensure safety and compliance.

Skills

Customer-facing experience

English proficiency

Calm under pressure

Team collaboration

Education

GCSEs English & Maths

Job description

Network Rail in London Bridge is seeking a Customer Service Assistant to be the face and fixer on the station floor. You’ll provide warmth, guidance and problem solving to passengers, retailers and industry partners, helping keep the station safe, clean and efficient.

This permanent role offers an active, varied day with opportunities to grow within the rail network. You’ll work as part of a dedicated team committed to safety, service quality and community wellbeing.