Job Description

Customer Service Assistant#

Location

London, GB#

Department Name

OD Wessex Waterloo - Non Qual Exp (752159) G1#

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

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:

26459


Been referred by a friend, then please complete this form

Closing date: 21st August 2025

Please get your application in as soon as possible, we may close the advert before the listed closing date if we receive enough applications. Late applications will not be accepted.


Please note the recruitment process for this role is a Competency based interview.


We're dedicated to creating an inclusive environment and we welcome applications from everyone!


Network Rail is a Disability Confident Leader 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. You can visitEvenbreak's 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.




Keeping people safe on the railway is at the heart of everything we do.

Safe behaviour

is therefore a requirement of working for Network Rail. You should demonstrate your personal dedication to safety on your application.

Drugs and Alcohol Standard

All successful candidates will be required to undergo and pass a drugs and alcohol test. Your application will be rescinded if you record a positive test. All positive drugs and alcohol test results for prospective candidates will be securely held on Sentinel database and a 5 year suspension from applying for a safety critical role, a role which requires PTS certification or a Key Safety role on Network Rail Managed Infrastructure will be enforced.



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.

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Customer Service Assistant#

Location

London, GB#

Department Name

OD Wessex Waterloo - Non Qual Exp (752159) G1#

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

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:

26459


Been referred by a friend, then please complete this form

Network Rail Benefits

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

Closing date: 21st August 2025

Please get your application in as soon as possible, we may close the advert before the listed closing date if we receive enough applications. Late applications will not be accepted.


Please note the recruitment process for this role is a Competency based interview.


We're dedicated to creating an inclusive environment and we welcome applications from everyone!


Network Rail is a Disability Confident Leader 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. You can visitEvenbreak's 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

Keeping people safe on the railway is at the heart of everything we do.

Safe behaviour

is therefore a requirement of working for Network Rail. You should demonstrate your personal dedication to safety on your application.

Drugs and Alcohol Standard

All successful candidates will be required to undergo and pass a drugs and alcohol test. Your application will be rescinded if you record a positive test. All positive drugs and alcohol test results for prospective candidates will be securely held on Sentinel database and a 5 year suspension from applying for a safety critical role, a role which requires PTS certification or a Key Safety role on Network Rail Managed Infrastructure will be enforced.



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.

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

























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