Job Description

? Join our Operations Team at St Pancras International Station - Customer Service Assistants?
Who we are
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 - through to station facilities management and retail on behalf of our client.
Our Vision - to deliver the best High Speed rail customer experience.
Our passengers and freight users are at the heart of everything we do. We help connect people to their friends and families and get goods to their destination safely and efficiently. We're an organisation where people matter. When you're part of our team, you matter to us and you matter to millions.
Brief Description
Your Station. Your Impact. Your Career.Customer Service Assistant - Be the Face of St Pancras! ??Location: St PancrasContract: Permanent Salary: 26459Shift: Flexible - includes evenings, weekends & bank holidaysWhy You'll Love This RoleYou're not just a Customer Service Assistant - you're the heartbeat of one of the UK's most iconic stations! Every day, you'll make journeys smoother, safer, and more enjoyable for thousands of people. If you thrive on variety, love helping others, and want a role that keeps you moving, this is your moment.PLEASE NOTE: This is an expression of interest role, successful candidates will be contacted and invited to an assessment centre which will be held at the end of January, all other candidates will be held in a talent pool and invited for assessment centre when we hold the next round
About the role (External)
What You'll Do

• Be the friendly face of the station - supporting commuters, visitors, contractors, and retailers with top-tier service.
• Keep things safe & secure - carry out regular checks on equipment, safety standards, and contractor compliance.
• Respond like a pro to emergencies and incidents, logging details and taking action fast.
• Spot it, sort it - report faults, track fixes, and keep the station in tip-top shape.
• Support contractors by checking risk assessments and issuing Permits to Work.
• Help prevent crime and manage security risks in partnership with authorities.
• Take action on hazards and ensure all safety reports are completed correctly.
• Assist passengers - from helping with luggage to using mobility ramps and supporting those with accessibility needs.
• Play your part in emergency plans - because safety always comes first.

What We're Looking For

• Great communication skills - written and spoken.
• Experience in a customer-facing role.
• Confidence to handle tricky situations calmly and assertively.
• A team player with sharp observation skills and attention to detail.
• Physically fit - ready to walk and stand for long periods (on average, 20,000 steps per day!).
• Flexible with shifts (including unsociable hours and bank holidays).
• Comfortable with security patrols and control room duties.

Bonus Points If You Have:

• GCSEs (or equivalent) in English & Maths.

Why Join Us?
We're not just a station - we're a community. We celebrate diversity, champion inclusion, and embrace flexibility because life doesn't fit into a 9-5 box. We're proud to be a Disability Confident Leader, and we'll adapt the process to support you.
Your wellbeing matters, and we'll help you balance your career with a healthy life outside work. If you're passionate about making a difference and want a career that matters, apply today and be part of something big!
How to apply (External)
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.
The important stuff
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.
Closing date and the application process:
The closing date will be 16th January 2026
Late applications will not be accepted
We retain the right to close the advert early depending on application volume
Following application, you will be required to complete an online testing assessment
If successful at this stage, you will be invited to an in-person interview
You can visit 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.
Note - Drugs and Alcohol Standard
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. All positive drugs and alcohol test results for prospective candidates will be securely held on 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 all Network Rail Managed Infrastructure) will be enforced.

Skills Required