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For Companies At a Glance
- Tasks: Assist customers with special needs, ensuring a smooth travel experience.
- Company: Join a leading transport company dedicated to exceptional customer service.
- Benefits: Enjoy 32 days annual leave, free travel, and discounts for your family.
- Why this job: Be the face of our service, making a real difference in people's journeys.
- Qualifications: Customer-focused attitude, strong communication skills, and local residency preferred.
- Other info: Ideal for those passionate about helping others in a dynamic environment.
The predicted salary is between 24000 - 36000 £ per year.
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, making this a vital role for enhancing their experience!
Taking ownership of assisted travel, you will provide an exceptional customer experience, making our service accessible to all and supporting passengers who need you the most.
Key Success Criteria
- Customer expectations exceeded.
- A significant increase in customer satisfaction and NPS scores.
- Ensure Zero Fail for Assisted Travel.
- Trains dispatched safely and in a timely manner.
- A safe, clean station environment for staff and customers.
Key Result Areas
- Identify and proactively assist customers requiring special assistance, ensuring a seamless experience from boarding to onward journey.
- Be visible on the station, actively seeking out and assisting customers in need of help to ensure excellent service.
- Provide timely and well-communicated information to the station team to facilitate smooth assisted travel.
- Take pride in station activities, recognizing your role within the team.
- Ensure safe and efficient dispatch of trains.
- Keep accurate records of all assisted travel provided.
- Work as directed by your station manager.
- Perform general station duties as required.
Knowledge
- Knowledge of the local area and onward travel options and services.
- Good geographical knowledge of the railway network.
- Understanding of the train dispatch process.
- Familiarity with systems used in providing and managing customer assistance.
Experience / Skills
- A proactive customer-focused approach with a passion for supporting the team.
- Exceptional customer service skills, setting a role model standard.
- Experience managing customers effectively in challenging environments.
- Effective communication skills demonstrated through application and assessments.
- Reside locally to facilitate easy access to work and home.
- Ability to make customer-focused decisions and follow instructions effectively.
What You\’ll Get
Living locally means a short commute. You will receive a competitive salary once trained, along with our excellent benefits, including 32 days of annual leave, a final salary pension scheme, free travel across our networks, and a 75% discount on other train services and leisure travel for your spouse/partner and dependents.
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Station Services Assistant (GTW) (3087) employer: GTR (Govia Thameslink Railway)
Contact Detail:
GTR (Govia Thameslink Railway) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Station Services Assistant (GTW) (3087)
✨Tip Number 1
Familiarise yourself with the local area and the railway network. Knowing the routes, services, and facilities available will help you provide accurate information to customers and enhance their experience.
✨Tip Number 2
Practice your communication skills by engaging with friends or family in role-play scenarios. This will help you become more comfortable in providing assistance and information to customers in a real-life setting.
✨Tip Number 3
Demonstrate your passion for customer service by volunteering or taking part in community events. This experience can showcase your proactive approach and commitment to helping others, which is crucial for this role.
✨Tip Number 4
Network with current or former employees in similar roles. They can provide valuable insights into the day-to-day responsibilities and expectations, helping you tailor your approach when applying for the position.
We think you need these skills to ace Station Services Assistant (GTW) (3087)
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the key responsibilities and skills required for the Station Services Assistant position. Tailor your application to highlight how your experience aligns with these requirements.
Showcase Customer Service Skills: Emphasise your exceptional customer service skills in your CV and cover letter. Provide specific examples of how you've gone above and beyond to assist customers in previous roles, especially in challenging situations.
Highlight Local Knowledge: Mention your familiarity with the local area and railway network in your application. This knowledge is crucial for assisting customers effectively and ensuring a smooth travel experience.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are essential in customer-facing roles.
How to prepare for a job interview at GTR (Govia Thameslink Railway)
✨Show Your Passion for Customer Service
Make sure to express your enthusiasm for helping people 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 commitment to delivering outstanding service.
✨Know the Local Area and Services
Familiarise yourself with the local area and the various travel options available. Being knowledgeable about the railway network and onward travel services will show that you are proactive and prepared, which is crucial for the role.
✨Demonstrate Effective Communication Skills
Prepare to showcase your communication skills by discussing how you've effectively managed customer interactions in challenging situations. Use examples that highlight your ability to convey information clearly and supportively.
✨Emphasise Teamwork and Ownership
Highlight your ability to work well within a team and take ownership of your responsibilities. Discuss how you can contribute to a positive station environment and ensure smooth assisted travel for customers, as this aligns with the key success criteria of the role.
