Station Assistant - Moorgate

Govia Thameslink Railway; Greater London; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

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Job summary

Govia Thameslink Railway is hiring Station Assistants to deliver outstanding customer service at stations across the network. You’ll be the first point of contact, help customers with routes, dispatch trains where required, and keep displays accurate while maintaining a clean, safe environment.

Roles cover 24-hour operation, including weekends, nights and bank holidays; you must live in the local area and have independent transport to arrive for early shifts.

Qualifications

• A proactive approach coupled with passion and ability to support and develop your team
• Exceptional levels of customer service, each and every time – you will be a role model for others to follow
• Demonstrable experience of managing customers effectively in difficult environments
• You must be able to demonstrate a high level of numerical ability
• Due to the shift times, which will vary, you must live in the local area and have available independent transport
• An effective communicator and must be able to demonstrate this both through your application and or assessments
• Confidence to make decisions in a customer focused manner and carry out instructions effectively

Responsibilities

• Keeping customers informed on changes to their route and ensuring the best service possible
• Dispatching trains and ensuring display posters are accurate
• Maintaining clean and tidy areas across the station
• Keeping the station operational and assisting customers where necessary

Skills

Proactive approach

Customer service excellence

Manage customers under pressure

Numerical ability

Local area resident

Effective communicator

Decisive in customer focus

Job description

Do you have a passion for customer service?

As a Station Assistant you will be passionate about delivering outstanding customer service each and every time. You will often be the first point of contact our customers will meet on their journey and it is therefore a vital role for making our customers' day!

These roles cover 24 hour operation, so due to the shift times you must live in the local area and have available independent transport to ensure that you arrive at the station for the early shift as required as there may not always be a train service available.

All stations based roles may involve standing for long periods of time and working shifts including weekends, nights and bank holidays.

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

You will be responsible for keeping customers informed on any changes to their route to make sure that they are receiving the best service possible. On a day to day basis you will be also dispatching the trains, ensuring that all display posters are accurate and making sure all areas of the business is clean and tidy.

You will be also be responsible for keeping the station operational and assisting customers where necessary.

Experience / Skills / Requirements

• A proactive approach coupled with passion and ability to support and develop your team
• Exceptional levels of customer service, each and every time – you will be a role model for others to follow
• Demonstrable experience of managing customers effectively in difficult environments
• You must be able to demonstrate a high level of numerical ability
• Due to the shift times, which will vary, you must live in the local area and have available independent transport
• An effective communicator and must be able to demonstrate this both through your application and or assessments
• Confidence to make decisions in a customer focused manner and carry out instructions effectively

“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.”

“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.”