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For Companies At a Glance
- Tasks: Deliver top-notch customer service and maintain a safe retail environment.
- Company: Join a dynamic team enhancing customer journeys in the railway industry.
- Benefits: Enjoy free travel, discounts, and a pension plan while working flexible hours.
- Why this job: Be the face of customer experience and make a real impact on people's journeys.
- Qualifications: Must have strong communication skills and a proactive, customer-focused attitude.
- Other info: Roles require reliable transport and may involve standing for long periods.
The predicted salary is between 28800 - 42000 £ per year.
Key Info
Role: Platform Assistant
Contract: Full Time, averaging 35 hours per week + rostered Sundays
Roster: Earlies & Lates – covering between 05:00 and 01:00 approx
Earlies, Lates & Nights – 24 hour coverage
Are you passionate about delivering outstanding customer service?
Do you enjoy helping people?
This is your opportunity, as you will often be the first and last person our customers will meet on their journey and it is therefore a vital role for making our customers\’ day!
Key to your role, at all times, is being visible and anticipating the needs of the customer to meet their expectations.
As a Platform Assistant you can do just that. You are responsible for:
- Providing the highest possible standard of advice, information and service to our customers
- Delivering a safe, attractive retail station environment
- Participating in the safe running of trains and a safe station environment by complying with procedures
- Promoting all relevant marketing literature and useful information
These roles cover 24 hour operation, so due to the shift times you must live in the local area and have available transport to ensure that you arrive at the station for the first shift and work your last shift as required as there may not always be a train service available.
All roles may involve standing for long periods of time, working weekends and bank holidays.
Platform based roles are safety critical due to the direct involvement with the operational railway.
Experience / Skills
- A proactive customer approach coupled with passion and ability to support the 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.
- An effective communicator and must be able to demonstrate this both through your application and or assessments.
- Live in the local area to be able to get to and work and home.
- Able to make decisions in a customer focused manner and carry out instructions effectively.
In return, you\’ll be rewarded with an interesting and varied work schedule, in an environment where learning and progression is actively encouraged. You\’ll enjoy great company and industry benefits , as well as the support of a passionate team. Along with comprehensive and ongoing training, your benefits will include free travel on our network, privilege rate oyster card, up to 75% off travel on other TOCs (train operating companies), final salary pension and much more.
Customer Service Assistant - Platform (ECR) 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 - Platform (ECR)
✨Tip Number 1
Familiarise yourself with the key responsibilities of the Customer Service Assistant role. Understanding the importance of customer service in a railway environment will help you demonstrate your passion for helping people during interviews.
✨Tip Number 2
Research common customer service scenarios that may arise in a platform setting. Being prepared to discuss how you would handle challenging situations can showcase your problem-solving skills and proactive approach.
✨Tip Number 3
Make sure to highlight your local knowledge and reliable transport options when discussing your application. This is crucial for a role that requires flexibility with early and late shifts.
✨Tip Number 4
Prepare to demonstrate your communication skills through role-play or situational questions during the interview. Practising how to convey information clearly and effectively will help you stand out as a candidate.
We think you need these skills to ace Customer Service Assistant - Platform (ECR)
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and skills required for the Customer Service Assistant position. Tailor your application to highlight how your experience aligns with these requirements.
Highlight Customer Service Experience: Emphasise any previous roles where you provided exceptional customer service. Use specific examples to demonstrate your proactive approach and ability to handle challenging situations effectively.
Showcase Communication Skills: Since strong communication skills are essential for this role, ensure your application reflects your ability to communicate clearly and effectively. Consider including examples of how you've successfully communicated in past roles.
Local Knowledge and Availability: Mention your local residency and reliable transport options in your application. This is crucial as the role requires flexibility with shifts, including early mornings and late nights.
How to prepare for a job interview at Govia Thameslink Railway
✨Show Your Passion for Customer Service
Make sure to express your enthusiasm for helping customers during the interview. Share specific examples of how you've gone above and beyond to assist customers in previous roles, as this will demonstrate your proactive customer-focused approach.
✨Prepare for Scenario-Based Questions
Expect questions that assess your ability to handle challenging situations. Think of past experiences where you managed difficult customers or resolved conflicts effectively, and be ready to discuss these scenarios in detail.
✨Highlight Your Communication Skills
Strong communication is key in this role. Be prepared to showcase your ability to convey information clearly and effectively. You might want to practice explaining complex ideas simply, as this will reflect your strong communication skills.
✨Understand the Role's Safety Aspects
Since this position is safety-critical, it's important to show that you understand the responsibilities involved. Familiarise yourself with the safety procedures related to the railway environment and be ready to discuss how you would prioritise safety while providing excellent customer service.
