Station Customer Service Assistant

London North Eastern Railway (LNER); Grantham; On-site; GBP 10,000 - 40,000; Full time

Job summary

A leading rail service provider is looking for a Station Customer Service Assistant in Grantham. In this role, you'll greet customers and ensure safe train dispatch while providing exceptional service. Candidates need strong customer service experience, interpersonal skills, and flexibility for shift work. A commitment to safety and compliance with guidelines is essential. Join the team to help enhance the customer journey on the railway.

Qualifications

• Good track record of providing personalized and memorable customer service.
• Ability to work safely and follow rules and regulations.
• Comfortable working in operational environments.

Responsibilities

• Be the first or last contact point for customers traveling.
• Ensure safe and punctual dispatch of trains.
• Assist customers with boarding and alighting, especially vulnerable passengers.
• Make announcements and communicate effectively with customers.

Skills

Customer service experience

Strong interpersonal skills

Ability to communicate effectively

Flexibility for shift work

Job description

We go beyond. For everyone. Our vision is to be the most loved, progressive and responsible way to travel for generations to come. Now we're looking for the people who can deliver this, every day.

Since we took over on the East Coast mainline, we've been changing the face of rail travel. Our new Azuma train has brought faster journey times, more space and greater reliability. Our exciting plans to embrace new ideas, experiences, backgrounds and ambitions make this the ideal time to join.

Bringing passion. Being bold. Always caring. Owning it. They're the values that make us LNER.

Are you on board?

What do our Station Customer Service Assistant do we hear you ask…?

By joining LNER as an Station Customer Service Assistant you will be the first or last point of contact on a customer's journey, providing a warm and welcoming hello, or wishing them well as they leave the station.

You’ll need to provide this great service, all whilst being responsible for the safe and punctual dispatch of trains. Full training will be provided, but to be successful, you’ll need to be comfortable working in an operational environment and be able to prioritise effectively. You’ll need focus and attention to detail so that you are always on the ball to spot any potential hazards.

Along with dispatching trains, you will help our customers on and off the train; assisting people in wheelchairs and helping holiday makers with their suitcases, you’ll help provide a memorable experience for all our customers.

Communication is key in this role, you could be centre stage with our customers, liaising with your fellow dispatchers, or acting as the voice of the station, making announcements on the public address system.

Being the face of our wonderful stations, what do we need you to have…?

• To be a Station Customer Service Assistant, you’ll need plenty of customer service experience and strong interpersonal skill s – you’ll have a good track record of providing customers with a personalised and memorable service, have a genuine passion for helping customers with the ability to communicate effectively through the toughest of situations and relishing the challenge of stepping up to the challenge of disruption.
• You’ll have the ability to work safely with experience of working to rules and regulations – you’ll enjoy the balance of providing great customer service within set guidelines.
• Finally, you’ll need to be flexible – our Station Customer Service Assistant's are on hand to assist our customers early in the morning, late on an evening and over weekends so you’ll need to be able to fully commit to working shifts.
• As part of the interview process, you’d need to pass some industry standard psychometric testing and a safety critical medical.

What next?

As we say, we have fantastic opportunities for ambitious people from all sorts of different backgrounds, so now is the time to join the team at LNER – without delay!

Start your journey here