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- Tasks: Deliver top-notch customer service at St Pancras, handling ticket office and platform duties.
- Company: Join Govia Thameslink Railway, a leader in providing seamless travel experiences.
- Benefits: Enjoy flexible shifts, gain valuable experience, and be part of a dynamic team.
- Why this job: Be the face of customer service, making travel easier and more enjoyable for everyone.
- Qualifications: Strong communication skills, customer-focused attitude, and ability to work irregular hours required.
- Other info: Must live locally and have independent transport for early shifts.
The predicted salary is between 24000 - 36000 £ per year.
We currently have an opportunity for a multi-functional Customer Service Assistant GPR (Platform & Ticket Office) to deliver world-class customer service at St Pancras International .
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.
Our vision is to provide our customers with a welcoming, seamless, well-informed, consistent and relaxed travel experience which will encourage additional and repeat business whilst ensuring our customers consistently talk about our service positively.
As a Customer Service Assistant GPR you must be able to demonstrate a ‘can do\’ attitude, strong customer focus and excellent communication skills, all with the customer at the forefront. Working on a shift basis, including weekends, this role is multi-functional and delivers customer service activity across the station including ticket office and platform duties. On a day to day basis you will be in the Ticket Office or on the station dispatching the trains and proactively finding the right ticket for our customers while delivering excellent customer service to new and regular customers. We have the latest computer based ticketing system which is able to provide any information our customers may need and has direct access to our intranet.
Key to your role, at all times, is being visible and anticipating the needs of the customer to meet their expectations.
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 free transport
- An effective communicator and must be able to demonstrate this both through your application and or assessments
- Trust to make decisions in a customer focused manner and carry out instructions effectively
Applicants must be willing to work unsocial and irregular hours, including nights and weekends.
Please note that as this role is a \’General Purpose Relief\’ you will be obliged to work at other stations in the area in addition to St Pancras as and when required.
Customer Service Assistant GPR - St Pancras employer: Govia Thameslink Railway
Contact Detail:
Govia Thameslink Railway Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Assistant GPR - St Pancras
✨Tip Number 1
Familiarise yourself with the St Pancras International station layout and services. Knowing where ticket offices and platforms are located will help you demonstrate your proactive approach during interviews.
✨Tip Number 2
Showcase your customer service skills by preparing examples of how you've handled difficult situations in the past. This will highlight your ability to manage customers effectively, which is crucial for this role.
✨Tip Number 3
Research Govia Thameslink Railway's values and customer service philosophy. Aligning your answers with their vision during the interview can demonstrate your commitment to providing a seamless travel experience.
✨Tip Number 4
Be ready to discuss your availability for unsocial hours and flexibility to work at different stations. This shows your willingness to meet the demands of the role and ensures you fit well within their operational needs.
We think you need these skills to ace Customer Service Assistant GPR - St Pancras
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service. Emphasise any roles where you've demonstrated a strong customer focus, excellent communication skills, and the ability to handle difficult situations.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service. Mention specific examples of how you've gone above and beyond for customers in previous roles, and express your enthusiasm for working at St Pancras International.
Highlight Availability: Clearly state your availability for shifts, including weekends and nights. Since this role requires flexibility, it's important to reassure the employer that you can meet their scheduling needs.
Showcase Problem-Solving Skills: In your application, provide examples of how you've effectively managed challenging customer interactions. This will demonstrate your proactive approach and ability to maintain a positive attitude under pressure.
How to prepare for a job interview at Govia Thameslink Railway
✨Show Your Customer Service Skills
Be prepared to share specific examples of how you've provided excellent customer service in the past. Think about challenging situations you've faced and how you resolved them, as this role requires a strong focus on customer satisfaction.
✨Demonstrate Flexibility
Since the role involves working irregular hours and at different stations, highlight your willingness to adapt to changing schedules and environments. Mention any previous experience you have with shift work or working in various locations.
✨Communicate Clearly
Effective communication is key for this position. Practice articulating your thoughts clearly and confidently. You might be asked to explain complex information simply, so think about how you can convey messages in an easy-to-understand manner.
✨Research the Company
Familiarise yourself with Govia Thameslink Railway and their customer service vision. Understanding their values and what they aim to achieve will help you align your answers with their expectations during the interview.
