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For Companies At a Glance
- Tasks: Support station operations and provide top-notch customer service to all station users.
- Company: Join Network Rail, a leader in transport infrastructure, dedicated to safety and customer satisfaction.
- Benefits: Enjoy competitive salary, inclusive environment, and opportunities for career growth.
- Why this job: Be part of a dynamic team, ensuring safety and enhancing the travel experience for everyone.
- Qualifications: Strong English skills, customer service experience, and teamwork ability are essential.
- Other info: Shift work required; two permanent positions available with potential for career advancement.
The predicted salary is between 15800 - 18500 £ per year.
Overview
Customer Service Assistant (Security & Mobility) x 2 – Glasgow, Scotland
Join Network Rail as a Customer Service Assistant (Security & Mobility). This role supports station operations, safety and customer service for Train Operating Companies (TOCs), passengers and retailers within the station environment.
Responsibilities
- Provide a highly visible point of contact for station users, delivering customer service to all, including visitors, contractors, retailers, TOCs and customers travelling throughout the station.
- Undertake regular station checks including contractor compliance, security, safety and equipment, and complete relevant paperwork for audit purposes.
- Respond to and record emergencies and incidents involving the public and industry partners as required.
- Provide a point of contact for reporting faults within the station, maintaining records and managing actions to close them.
- Actively assist and provide information to customers travelling throughout the station.
- Check contractors have relevant risk assessments and method statements prior to issuing Permit to Work.
- In liaison with customers, external authorities and regulators, implement plans to prevent and manage criminal activity and deter unauthorized entry to the station.
- Provide a proactive role in addressing hazards or unsafe conditions and ensure reports are completed.
- Fulfil allocated duties as prescribed within Emergency Plans.
Essential
Qualifications and Skills
- Command of English language, both written and oral
- Experience of working in a customer-facing environment
- Confidence to deal with different types of situations assertively
- Experience of working effectively as part of a team
- Meet the required benchmark for application screening questions (all applicants)
Desirable
- Educated to GCSE or equivalent in English and maths
Note: This role will involve shift, weekend, bank holiday and night working. A pre-appointment medical to enable driving station buggies may be required. Two permanent positions are available.
Offer is conditional upon satisfactory completion of pre-employment checks. Network Rail is a Disability Confident Leader and will provide reasonable adjustments where needed. All applicants should demonstrate safety commitment in their application.
Grade: Band 6 | Salary: £26,459 | Closing date: Midnight on Wednesday 17 September 2025 (late applications not accepted). We may close the advert early based on application volumes.
How to apply: Click ‘apply’ to submit your CV and complete the pre-screening questions.
Find out more about this role and our managed station environments at: https://www.networkrail.co.uk/communities/passengers/our-stations/
If you require any reasonable adjustments/modifications, please contact ScotlandResourcing@networkrail.co.uk or add a note to your application.
We’re dedicated to creating an inclusive environment and welcome applications from everyone. This includes provision for accessibility support through Evenbreak’s Career Hive and related services.
All offers of employment are conditional upon satisfactory pre-employment checks. We retain the right to close the advert early based on application volumes.
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Customer Service Assistant (Security & Mobility) x 2 employer: Network Rail
Contact Detail:
Network Rail Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Assistant (Security & Mobility) x 2
✨Tip Number 1
Familiarise yourself with the specific responsibilities of a Customer Service Assistant at Network Rail. Understanding the nuances of station operations and safety protocols will help you demonstrate your knowledge during any interviews.
✨Tip Number 2
Showcase your customer service experience by preparing examples of how you've handled challenging situations in the past. This will highlight your ability to remain calm and assertive under pressure, which is crucial for this role.
✨Tip Number 3
Research Network Rail's commitment to safety and inclusivity. Being able to discuss their values and how they align with your own can set you apart from other candidates and show that you're genuinely interested in the company.
✨Tip Number 4
Prepare to discuss your teamwork skills, as this role requires effective collaboration with various stakeholders. Think of instances where you've successfully worked as part of a team to achieve a common goal.
We think you need these skills to ace Customer Service Assistant (Security & Mobility) x 2
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and qualifications required for the Customer Service Assistant position. Tailor your application to highlight relevant experiences that align with these requirements.
Highlight Customer Service Experience: Emphasise any previous experience in customer-facing roles. Provide specific examples of how you have successfully dealt with various situations, showcasing your ability to provide excellent service and handle emergencies.
Demonstrate Safety Commitment: Since safety is a key aspect of this role, include examples in your application that demonstrate your commitment to safety protocols and procedures. Mention any relevant training or experiences that showcase your awareness of safety in public environments.
Proofread Your Application: Before submitting your application, carefully proofread your CV and any accompanying documents. Ensure there are no spelling or grammatical errors, and that your language is clear and professional, reflecting your command of English.
How to prepare for a job interview at Network Rail
✨Showcase Your Customer Service Skills
As a Customer Service Assistant, your ability to interact positively with station users is crucial. Prepare examples from your past experiences where you successfully handled customer queries or resolved issues, demonstrating your communication skills and empathy.
✨Understand the Role's Responsibilities
Familiarise yourself with the specific duties outlined in the job description. Be ready to discuss how you would approach tasks such as conducting station checks, responding to emergencies, and managing safety protocols. This shows your commitment and understanding of the role.
✨Demonstrate Teamwork Experience
This position requires effective collaboration with various stakeholders. Think of instances where you worked as part of a team, highlighting your ability to cooperate and contribute positively to group dynamics, especially in high-pressure situations.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities in real-life scenarios. Practice responses to potential situations you might face on the job, such as dealing with an emergency or managing a difficult customer, to showcase your assertiveness and decision-making skills.