Station Customer Service Assistant

London North Eastern Railway; Wakefield; On-site; GBP 20,000 - 25,000; Full time

Job summary

Join London North Eastern Railway as a Station Customer Service Assistant, where you'll be the welcoming face of our stations. This role involves ensuring safe train dispatch while providing exceptional service to passengers. Ideal candidates will have strong customer service experience, excellent communication skills, and the ability to work flexible shifts. Enjoy benefits like free travel on LNER, discounted international tickets, and a generous pension scheme.

Benefits

Free travel on LNER + 75% off other companies' tickets

Discounted international train tickets

50% discount on LNER tickets for friends & family

Generous pension scheme

Annual cycle to work schemes/electric vehicle scheme

Health & wellbeing schemes and discounts

Host of training opportunities

Rewards & awards to recognise performance

Qualifications

• Experience in customer service with a track record of providing personalized service.
• Ability to work safely and follow rules and regulations.
• Flexibility to work shifts including early mornings, late evenings, and weekends.

Responsibilities

• Be the first or last point of contact for customers, providing a warm welcome.
• Responsible for the safe and punctual dispatch of trains.
• Assist customers on and off the train, including those with disabilities.

Skills

Customer service experience

Interpersonal skills

Communication

Attention to detail

Flexibility

Job description

Why LNER?

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 skills - 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 you'll get:

• Free travel on LNER + 75% off other companies' tickets (for you & dependents)
• Discounted international train tickets (after one year's service)
• 50% discount on LNER tickets for friends & family
• Generous pension scheme
• Annual cycle to work schemes/electric vehicle scheme
• Discount, savings and cashback scheme from top retailers
• Health & wellbeing schemes and discounts
• Host of training opportunities to help further your career
• Rewards & awards to recognise when you shine

What we believe:

To be the most loved, progressive and responsible train operating company, we must make a meaningful difference – always doing what's right for our customers, our people, the communities and destinations we serve, the future of the industry we lead and the environment we cherish.

We know that our people are the beating heart of everything we do. We are committed to creating an inclusive, engaged culture that supports everyone at every stage of their journey – and ensures that when you're at LNER, you can always be you. No wonder most people never want to leave!

Diversity and inclusion
We are passionate about creating a diverse and inclusive workforce, representative of the communities we serve, and are creating ways to inspire diverse talent to join LNER.

Developing our people
We are focused on creating a learning culture, to support our people to be the best they can be at work by providing them with the tools and resources to navigate their development and career journey.

Health & wellbeing
To create a culture where our people can perform at their best, the physical health and mental wellbeing of our people is of paramount importance to us.

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