Customer Service Assistant x 6 posts

About Network Rail

Join our Operations Team at St Pancras International Station as Customer Service Assistants. Network Rail High Speed Ltd. (NRHS) is responsible for operating and maintaining the UK's only international high-speed railway, High Speed (HS1). The 109km HS1 infrastructure consists of a diverse range of railway assets such as the track, signalling, overhead line, lineside buildings, depots, viaducts and long tunnels. NRHS is also responsible for operating and maintaining three international stations; St Pancras, Ebbsfleet and Stratford International.

As a wholly owned subsidiary of Network Rail Infrastructure Ltd, NRHS is privately financed under an agreement with our client 'HS1 Ltd', undertaking a diverse range of activities from railway infrastructure maintenance and operations to station facilities management and retail on behalf of our client. Our vision is to deliver the best High Speed rail customer experience.

We are looking to recruit a number of permanent Customer Service Assistant positions. The purpose of a Customer Service Assistant is to provide a customer focused presence within the station on a day to day basis, to deliver a first class and safe station environment for train operating companies, passengers and retailers. These positions are entry level and a great opportunity to experience life at Network Rail High Speed. Once you’ve mastered the role of a Customer Service Assistant and feel like it is time to move on, there are opportunities to progress your career with internal vacancies being posted on a regular basis.

The key responsibilities of a Customer Service Assistant are to:

• Act as a highly visible point of contact for station users and provide excellent customer service to all, including visitors, contractors, retailers, train operating companies and customers travelling throughout the station.
• Undertake regular station checks, including on contractor compliance, security, safety and equipment, in accordance with relevant company standards and procedures, plus complete the relevant paperwork for audit purposes.
• Respond to and record emergencies and incidents involving the general public and industry partners as required.
• Provide a point of contact for the reporting of faults within the station, maintaining appropriate records, reviewing and closing actions as required.
• Actively assist and provide information to customers travelling throughout the station.
• Check contractors have relevant risk assessments and method statements prior to issuing a Permit to Work.
• In liaison with customers, external authorities and regulators, implement plans to prevent and manage criminal activity on the station, including discouraging and preventing unauthorised persons from entering or remaining on the station.
• Provide a proactive role in dealing with hazards or unsafe conditions, checking that all such occurrences are reported correctly.
• Fulfil allocated duties as prescribed within Emergency Plans.

These are permanent positions, so come and be part of a truly unique business that brings the UK closer to Europe. We’re dedicated to building a diverse and inclusive organisation that reflects the passengers we serve. To achieve this, we’re committed to becoming an open, diverse, and inclusive workplace, leveraging the skills and expertise of our talented workforce. Together, we strive to create a safe and accessible railway for everyone.

We’re also a Disability Confident Leader employer and we’ll try our best to adapt the process and offer a reasonable alternative to help support people with disabilities access, apply and interview for roles.

The person we are looking for should have:

• Good command of the 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.
• Strong attention to detail & observation skills.
• Reasonable level of general fitness including being able to stand & walk for prolonged periods.
• Willing & able to work shift patterns, which include unsociable hours and bank holidays.

This role includes completing Security patrols & control room duties. Meet the required benchmark for application screening / vetting. Although not essential, it would be an extra plus if you were educated to GCSE or equivalent in English and Maths.

The role will be based at St Pancras International Station; however, occasional travel to our other offices and site locations along the route and across the network may be expected.

In return, we can offer a rewarding career and excellent benefits, including:

• A starting salary of £26,459 plus inner London allowance of £3,270.
• Generous annual leave entitlement.
• Bonus scheme.
• Excellent choice of pension schemes.
• 75% subsidy on rail season tickets (including London Underground).
• 75% off leisure rail travel for you and your family.
• 'My benefits' – our discounted online shopping site.
• Training, development and employee assistance programme available.
• Two weeks paid reserve leave for our armed forces community.
• 5 days paid volunteering leave.

If successful in your application, you may be required to go through a security vetting process. All candidates will be required to undergo and pass a drugs and alcohol test. Your application will be rescinded if you record a positive test.

Closing date for applications: 3rd July 2025. Late applications will not be accepted. We retain the right to close the advert early depending on application volume.