Job Description

Job Overview

We are seeking a dedicated and enthusiastic Apprentice Customer Service Assistant to join our team.

MAIN PURPOSE OF JOB: To provide customer service assistance to members of the public, supporting MTRs workforce staff. The CSA reports to the supervisor, operations manager and account manager in relation to their responsibilities and performance. The position will be based at various locations which will be defined by the clients network. You will be responsible for contributing to specific goals and targets set in accordance with the defined role. The renumeration package is detailed in the letter of appointment.

Duties

Operational o You will be working a variety of shifts across the MTR route over a period of seven days - Sunday to Saturday o You will be required to open or close the stations as required by the business. This is on the basis of 4 hours opening / 4 hours closing and you will need to make your own travel arrangements to be able to do this. o Maintain the station tagging on platforms and validators to ensure compliance for health and safety and presence o To maintain Spotlight audits with your ipads during your duties o To report fair evaders (Ticketless Travelling) on the Revenue App who do not pay the appropriate fares to travel on the TFL line (Must NOT be challenged) o Ensure whiteboards are updated and posted on Yammer every 30 minutes, also E-subs are posted on Yammer every 30 minutes where applicable o You may be requested to move from your station position to mitigation faults across the route o Make decisions regarding provision of service to MTR Crossrail customers based on MTR Company policy and management guidance o Ensure compliance with the requirements of the Health & Safety at Work Act o Ensure high levels of customer service are provided at all times in a polite and courteous manner o Bus stop/rail replacement duties, you must remain in place at the bus stop and follow the correct procedure if you need to leave o Ensure customers are provided with the available accurate and timely information o Ensure own safety and that of others at all times, you must make a dynamic risk assessment before putting yourself and other at risk o Comply with all appropriate rules and regulations, signing for Company Policies and publications as required o Proactively ensure that information is communicated within the station team and to other locations as appropriate o Assist customers with their complete-journey travel arrangements o Assist customers with ticket purchases / information from TVM machines utilising individually issued iPads and associated Applications whilst working about the station o Operate / staff any gate-lines in line with Company requirements o Take part in local revenue protection exercises and 'push back' type revenue initiatives o Fingertip maintenance of gateline, including emptying, ticket jams and fault reporting o Conduct station cleaning, basic litter picking and make the station safe, presentable and welcoming to customers o Announce train arrivals and departures where required o Manage platform dwell times by 'whistle-popping' and encouraging customers to board and alight trains in a safe and timely manner Page 1 of 2 o Isolate train doors (when requested by Control or appropriate manager) o Report all defects arising at the station (and, when requested, aboard trains whilst in the platform) according to the Company's fault reporting procedures and in line with our fault management / monitoring regimes (including the use of the individually-issued iPads and the associated Applications and reporting icons) o Monitor CCTV where required o Assist with disabled passengers whilst they are on or around the station and assist MIP/VIP customers where possible which will include the use of disability ramps o Ensure posters are displayed on the station, replacing any which are faded or out of date where required. o Deploy station emergency lighting as required o Carry out fire and security checks in line with current risk levels and maintain a high level of security vigilance at all times o During times of disruption provide high levels of visibility and make yourself available to reassure customers o Assist in the co-ordination of buses, local or Rail Replacement if train service disruption dictates o Instigate crowd management techniques as requested by appropriate managers as necessary o Support events in the vicinity of the line and within the local community (as per Olympic Games principles) o Deal with all lost property at the station according to station guidelines o Report accidents, mishaps and incidents in accordance with the accident reporting procedures, maintain station log books as required and provide reports to the station line management as required o In an emergency situation follow the Rulebook requirements in terms of reporting an incident and respond to the incident in accordance with training provided. o In an emergency situation be prepared to assist until resolved or until relieved by an appropriate person o Undertake Evacuation Warden duties as required o Ensure that the station environment is kept safe for all users in all weather conditions, including undertaking winter weather precautions and clearance of snow or ice o Ensure all uniform, name badge, ipad, safety shoes and personal protective equipment provided is worn at all times as required o Alert the appropriate manager regarding requests for stores and equipment o Ensure all assignment instructions and workplace risk assessment are adhered to at all times o Ensure that the Company Health & Safety policy is implemented at all levels and the relevant risk assessments are undertaken on all assignments as a minimum every six months. o Ensure the Companys mission statement and core values are promulgated to all staff and that these values are consistently applied.

Skills

Proficiency in English; multilingual or bilingual skills are highly desirable. Strong customer service experience with a focus on client satisfaction. Excellent communication skills, both verbal and written. . Join us in delivering outstanding service to our customers while growing your career in a supportive environment! PROGRESSION Upon successful completion of the level 2 Customer Service Apprenticeship you will achieve a national qualification recognised throughout the industry and this may, where available, lead to a full time position within the company.
Job Types: Full-time, Apprenticeship

Pay: 7.55 per hour

Expected hours: 37.5 per week

Work Location: In person