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- Tasks: Help passengers and ensure a safe, positive station experience every day.
- Company: Network Rail connects passengers and freight customers across the country.
- Benefits: Enjoy a competitive salary, discounts on travel, and various perks like childcare vouchers.
- Why this job: Join a dynamic team where no two days are the same and make a real difference.
- Qualifications: No rail experience needed, just strong people skills and a commitment to safety.
- Other info: Shift work required; great for those who thrive in a fast-paced environment.
The predicted salary is between 20432 - 30648 £ per year.
Your operational and people skills matter.
You’ll help keep our passengers and station services moving. As a customer service assistant, you’ll enjoy variety and lots of activity in your role – this really is a job where no two days are the same.
Our passengers and station users matter, and you’ll be out there to provide a safe, secure and positive station experience. Most days you’ll be covering significant distances across the station as you conduct security searches, monitor the station concourse, and help passengers during their station experience. You will spend most of the working day on your feet being highly visible to the customer. It’s your training and attention to safety and security that help keep our station users safe every day., As part of the application for this opportunity, you will be asked a few situational judgement questions to determine your suitability for the role. If you answer those correctly, you will be sent an email with a link to complete two further tests online, this will be sent by 17th February 2025. The tests are useful in understanding whether a Customer Service Assistant role at Network Rail is the right career for you.
Following the tests, if successful, you will receive an invite to attend an assessment centre on the 7th March 2025 at London Puddle Dock. The day will consist of a group exercise, a role play and a short interview. This is a great way to learn about what could be expected of you as a CSA in one of our busy Southern Stations, you will also attend a station tour which will give you some real time exposure to the role! We appreciate your time and efforts as part of the application process and hope to see you at the assessment centre soon!
Are you ready to make a difference in people’s lives? At Network Rail, we connect passengers and freight customers, ensuring safe and efficient transportation across the country. We’re an organisation where people truly matter, and when you join us, you matter to us and millions of others. to watch our inspiring video to learn more about us!, You’re able to build a good rapport with others, and your communications skills make all the difference with station users, retail staff and your station colleagues. And you’ll always be thinking of a great customer experience as you provide help across the station.
This role also involves shift working (days, nights, and weekends) and to you’ll be willing and able to work on a shift basis which means that you may be asked to cover a variety of shifts 365 days per year.
Your skills matter
You don’t need any rail experience, but you do need to show that you have transferable skills in the following areas:
· People focus – you’ll enjoy working in a role that requires you to deliver excellent customer experiences. You genuinely care about our customers and pride yourself on being able to build rapport with everyone, including our passengers and colleagues.
· Safety and security – our safety vision is everyone home safe every day, and you’ll be able to demonstrate vigilance and safe behaviours. You’ll also have a good eye for detail, looking for anything that doesn’t look quite right. You’ll also need to be able to follow instructions, adhere to rules and ensure that others do the same.
· Communication – every day you’ll be helping passengers and working closely with colleagues, you’ll need to be able to communicate clearly (both written and verbal), warmly and concisely in English.
· Acting as one team – station operations depend on a high level of team working where you support each other to keep the station operating smoothly and safely. You’ll need to be someone that others can depend on – you are responsible and play your part.
· Staying calm under pressure – At times, you will be faced with stressful situations and you need to be someone who stays calm under pressure, even when faced with an angry passenger, or emergencies such as station evacuations.
· Confident decision making – your decisions affect our passengers and other station users. You’ll be able to show that you can make independent and informed decisions under pressure.
· Willingness and capacity to learn – there’s so much to learn and you’ll work with many people, processes and equipment every day. You’ll be keen and able to keep learning every aspect of the role.
This role involves days, nights and weekend working and the job is crucial for the safe running of the railway and it’s passengers.
Whilst a rostered working environment may look like a challenge to working parents, we have many amongst our Southern Stations team who find this to be of benefit, due to the structure and commitment of a planned weekly roster they can plan childcare effectively!
It’s also important for our candidates to be aware that whilst we do have high expectations of our customer service assistants with regards to the safety of our station and the passengers, we equip you to be as safe as you can possibly be in every possible scenario.
Safe behaviour is a requirement of working for Network Rail. Applicants should be able to demonstrate their awareness of our .
Salary and benefits:
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Salary £25,540
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A London weighting of £3,270 pro-rata
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Pro-rata annual leave entitlement
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My benefits – our discounted online shopping site
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A range of discounted offers including, childcare vouchers, healthcare offers – cycle to work, healthcare club discounted membership and other benefits
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Subsidies of up to 75% on rail and underground season tickets
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75% discounted leisure travel
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A choice of contributory pension schemes
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2 weeks paid reserve leave for our Armed Forces community
Customer Service Assistant - Various vacancies at London Waterloo employer: Network Rail
Contact Detail:
Network Rail Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Assistant - Various vacancies at London Waterloo
✨Tip Number 1
Familiarize yourself with the station layout and services at London Waterloo. Knowing the ins and outs of the station will help you provide better assistance to passengers and demonstrate your commitment to the role during the assessment.
✨Tip Number 2
Practice situational judgement scenarios that reflect real-life customer service challenges. This will prepare you for the situational judgement questions in the application process and show that you can think on your feet.
✨Tip Number 3
During the group exercise at the assessment centre, focus on collaboration and communication. Show that you can work well with others and contribute positively to the team dynamic, as this is crucial for station operations.
✨Tip Number 4
Be ready to discuss examples of how you've stayed calm under pressure in past experiences. This will highlight your ability to handle stressful situations, which is essential for a Customer Service Assistant role.
We think you need these skills to ace Customer Service Assistant - Various vacancies at London Waterloo
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and required skills. Highlight your relevant experience in customer service, safety awareness, and teamwork in your application.
Situational Judgement Questions: Prepare for the situational judgement questions by thinking about past experiences where you demonstrated excellent customer service, decision-making under pressure, and effective communication. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
Tailor Your CV: Customize your CV to reflect the skills and experiences that align with the job requirements. Emphasize your people skills, ability to stay calm under pressure, and any relevant customer service roles you've held.
Follow Up: After submitting your application, keep an eye on your email for the link to the online tests. If you don't hear back within a reasonable time frame, consider following up to express your continued interest in the position.
How to prepare for a job interview at Network Rail
✨Show Your People Skills
As a Customer Service Assistant, your ability to build rapport is crucial. Be prepared to share examples of how you've successfully interacted with customers or colleagues in the past, highlighting your communication skills and empathy.
✨Demonstrate Safety Awareness
Safety is a top priority in this role. Be ready to discuss situations where you had to be vigilant or follow safety protocols. Show that you understand the importance of keeping both yourself and others safe.
✨Stay Calm Under Pressure
You may face stressful situations during your shift. Prepare to talk about how you've handled pressure in previous roles, especially when dealing with difficult customers or emergencies. Highlight your ability to remain composed and make sound decisions.
✨Emphasize Teamwork
This role requires strong teamwork skills. Be ready to provide examples of how you've worked effectively within a team, supported your colleagues, and contributed to a positive working environment.
