Station Concierge: Passenger Experience & Safety

South Western News UK; Southampton; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Free duty and leisure travel for staff

Free leisure travel for spouse/partner

75% discount on other train operators

Full training and development

Excellent pension scheme

Job summary

South Western Railway (SWR) is seeking a Customer Service Attendant to provide a safe environment and deliver excellent customer service at stations. You will assist passengers, welcome travellers, and proactively offer help on and off trains and throughout the station.

You'll need very good communication, a strong customer focus, and the ability to work under pressure. The role involves shifts, training is provided, and a safety-critical medical is required to proceed.

Qualifications

• Very good communication skills.
• Exceptional level of customer focus.
• Ability to work under pressure.
• Being multi-lingual and outgoing would be advantageous.
• Organised, proactive and able to efficiently prioritise tasks.
• Passionate about doing the right thing – nothing is too much trouble.
• This is a safety critical role and you will be required to pass a medical including vision and hearing tests.

Responsibilities

• Offering passenger assistance to those that need it, including help with luggage and assisting boarding/alighting.
• Safely dispatch trains from the platform when required, ensuring passengers are clear and signals are correct.
• Maintain personal and passenger safety, and assist contractors and visitors as needed.
• Follow rules in Network Rail Group Standards and company handbooks, keeping competency up to date.
• Monitor and coordinate passenger assistance requests, especially when demand is high.
• Provide a safe, courteous, and helpful service at all times.
• Keep a clean, well-presented station environment and complete ad hoc cleaning during quieter periods.
• Assist with emergency procedures and evacuations when required.
• Operate plant and equipment only when competent.
• Maintain station security during shifts.
• Understand ticketing and route restrictions relevant to the location.

Skills

Communication

Customer focus

Stress management

Multilingual

Organization

Proactivity

Attention to detail

Safety awareness

Medical fitness

Job description

South Western Railway (SWR) is seeking a Customer Service Attendant to provide a safe environment and deliver excellent customer service at stations. You will assist passengers, welcome travellers, and proactively offer help on and off trains and throughout the station.

You'll need very good communication, a strong customer focus, and the ability to work under pressure. The role involves shifts, training is provided, and a safety-critical medical is required to proceed.