Job Description

About the Role
Mitie has an exciting opportunity for enthusiastic and customer-focused individuals to join the EES - Entry Exit System customer service team on the prestigious Eurostar EES contract at St Pancras International Station.
As a Customer Service Agent, you will play a vital role in ensuring that customers enjoy a smooth and positive experience throughout their EES registration process. This is a dynamic and people-oriented role, ideal for those who thrive in a fast-paced transport environment and enjoy delivering exceptional customer services.
Key Responsibilities

• Kiosk Hosting: Welcoming and guiding customers through the EES registration process and ensuring a positive experience during the EES registration process.
• Queue Control: Managing queues effectively at designated locations to ensure smooth customers flow.
• Wayfinding: Assisting customers in navigating the station and directing them to EES location on terminal.
• To proactively ensure that EES customers' needs and any special requirements are met and always exceeded.
• Delivering excellent customer services to EES customers.
• Displaying professionalism when handling EES customer queries and special requests.
• Ensuring no queue congestion at the EES registration queue area.
• Assisting and managing Eurostar queues at the concourse or performing other customer service duties during operational disruptions.
• Any other customer service task required to support EES operation.

What We're Looking For

• Strong customer service background with excellent communication skills.
• Friendly, approachable, and professional manner.
• Ability to remain calm under pressure and manage high customer volumes.
• Flexibility to work a rotational shift pattern (early, late, including weekends).
• Able to deliver all 3 customer service roles; Kiosk hosting, queue control and way finding.
• Able to follow site code of conduct and assignment instructions.
• Previous experience in transport, hospitality, or front-of-house environments is desirable but not essential - full training will be provided.

What We Offer

• Competitive pay rate (15.62 per hour).
• 18-month fixed-term contract with opportunities for extension.
• Paid break.
• Paid Holidays as per holiday entitlement regulations.
• Full uniform and comprehensive training.
• The opportunity to work in one of London's most iconic international transport hubs.
• A supportive and inclusive working environment with Mitie - the UK's leading facilities management and professional services company.

Reporting to
Staff will be reporting to Shift Supervisor for:

• Any technical issues with the registration kiosk.
• Reporting customer query or concerns.
• Any other issue

Ready to Join Us?
If you're passionate about delivering exceptional customer services and want to be part of a high-profile team ensuring smooth operations at St Pancras International, apply today!
Applicants support will be required for standard vetting and screening procedures during the recruitment process.

• Competitive pay rate (15.62 per hour). * 18-month fixed-term contract with opportunities for extension. * Paid break. * Paid Holidays as per holiday entitlement regulations. * Full uniform and comprehensive training. * The opportunity to work in one of London's most iconic international transport hubs. * A supportive and inclusive working environment with Mitie - the UK's leading facilities management and professional services company.
• Strong customer service background with excellent communication skills. * Friendly, approachable, and professional manner. * Ability to remain calm under pressure and manage high customer volumes. * Flexibility to work a rotational shift pattern (early, late, including weekends). * Able to deliver all 3 customer service roles; Kiosk hosting, queue control and way finding. * Able to follow site code of conduct and assignment instructions. * Previous experience in transport, hospitality, or front-of-house environments is desirable but not essential - full training will be provided.

Skills Required