Job Description

Customer Service Assistant - 2 Positions Available#

Location

Liverpool, GB#

Department Name

Liverpool Lime Street#

About Network Rail

Join Network Rail - Where People and Connections Matter



If you're ready to make a real difference, we'd love to hear from you!

#

Brief Description

What will you be doing?

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 (TOCs), passengers and retailers.#

About the role (External)

Key Accountabilities:

1. Provide a highly visible point of contact for station users providing customer service to all, including visitors, contractors, retailers, TOC's and customers travelling throughout the station.


2. Undertake regular station checks including contractor compliance, security, safety and equipment in accordance with relevant company standards and procedures, completing the relevant paperwork for audit purposes.


3. Respond to and record emergencies and incidents involving the general public and industry partners, as required.


4. Provide a point of contact for the reporting of faults within the station, maintaining appropriate records, reviewing and closing actions as required.


5. Actively assist and provide information to customers travelling throughout the station.


6. Check contractors have relevant risk assessments and method statements prior to issuing Permit to Work.


7. 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.


8. Provide a proactive role in dealing with hazards or unsafe conditions, checking that all such occurrences are reported correctly.


9. Fulfil allocated duties as prescribed within Emergency Plans.

Job Skills, Experience and Qualifications:

EssentialCommand 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


DesirableEducated to GCSE or equivalent in English and maths

Salary

: 26,459.00

Closing date

: 19th August 2025. - Late applications will not be accepted.

What does our recruitment process look like?

Once you have applied, our Recruitment Specialist will look at your CV. If your experience matches what we're looking for, you'll be invited to an interview.

You can visit Evenbreaks Career Hive for advice on accessibility support if you're unsure of the options available. Should you require any reasonable adjustments/modifications, please add a note to your application.



Some of our roles require face to face Drugs & Alcohol testing. Further details will be shared with you as part of your formal offer.*



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Customer Service Assistant - 2 Positions Available#

Location

Liverpool, GB#

Department Name

Liverpool Lime Street#

About Network Rail

Join Network Rail - Where People and Connections Matter



At Network Rail, we're dedicated to keeping passengers and freight moving safely and efficiently across the country. When you join us, you're not just part of a team - you're part of something that matters to millions. We believe that our people are at the heart of what we do, and every role plays a vital part in building a better, more connected railway. Click here to learn more.



We're committed to creating a diverse, inclusive workplace that reflects the communities we serve. To discover more about our ED&I commitments click here. We value flexibility and understand the importance of a healthy work-life balance. As a Disability Confident Leader, we'll do everything we can to accommodate any needs throughout the recruitment process.



If you're ready to make a real difference, we'd love to hear from you!

#

Brief Description

What will you be doing?

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 (TOCs), passengers and retailers.#

About the role (External)

Key Accountabilities:

1. Provide a highly visible point of contact for station users providing customer service to all, including visitors, contractors, retailers, TOC's and customers travelling throughout the station.


2. Undertake regular station checks including contractor compliance, security, safety and equipment in accordance with relevant company standards and procedures, completing the relevant paperwork for audit purposes.


3. Respond to and record emergencies and incidents involving the general public and industry partners, as required.


4. Provide a point of contact for the reporting of faults within the station, maintaining appropriate records, reviewing and closing actions as required.


5. Actively assist and provide information to customers travelling throughout the station.


6. Check contractors have relevant risk assessments and method statements prior to issuing Permit to Work.


7. 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.


8. Provide a proactive role in dealing with hazards or unsafe conditions, checking that all such occurrences are reported correctly.


9. Fulfil allocated duties as prescribed within Emergency Plans.

Job Skills, Experience and Qualifications:

EssentialCommand 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


DesirableEducated to GCSE or equivalent in English and maths #

How to apply (External)

Salary

: 26,459.00

Closing date

: 19th August 2025. - Late applications will not be accepted.


Click

apply now

to apply.

What does our recruitment process look like?

Once you have applied, our Recruitment Specialist will look at your CV. If your experience matches what we're looking for, you'll be invited to an interview.

You can visit Evenbreaks Career Hive for advice on accessibility support if you're unsure of the options available. Should you require any reasonable adjustments/modifications, please add a note to your application.

Network Rail Benefits

- To find out about what benefits we offer, click here


All offers of employment are conditional upon satisfactory completion of pre-employment checks. Click here for more information


Some of our roles require face to face Drugs & Alcohol testing. Further details will be shared with you as part of your formal offer.*



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