Customer Service Assistant - Gates; EGR

£25,300 rising to £27,400 + Regional Allowance + Sundays

Contract: Full Time, averaging 35 hours per week + Sundays

Roster: EGR - Earlies & Lates covering between 05:00 - 22:00 (approx times)

Are you passionate about delivering outstanding customer service?

This is your opportunity, as you will often be the first and last person our customers will meet on their journey and it is therefore a vital role for making our customers' day!

Key to your role, at all times, is being visible and anticipating the needs of the customer to meet their expectations.

As a Gateline Assistant you can do just that. You are responsible for:

• Assisting passengers with tickets, including checking them, general advice and making sure the gates work.
• Providing the highest possible standard of advice, information and service to our customers
• Delivering a safe, attractive retail station environment, with general cleaning, de-icing
• Participating in the safe running of trains and a safe station environment by complying with procedures
• Promoting all relevant marketing literature and useful information

Due to the shift times you must live in the local area and have available transport to ensure that you arrive at the station for the first shift and work your last shift as required as there may not always be a train service available.

This role will involve standing for long periods of time, working weekends and bank holidays.

• Proactive customer approach coupled with passion and ability to support the team.
• Exceptional levels of customer service
  , each and every time – you will be a role model for others to follow.
• Demonstrable experience of managing customers effectively in difficult environments
  .
• An effective communicator and must be able to demonstrate this both through your application and or assessments.
• Live in the local area to be able to get to and work and home.
• Able to make decisions in a customer focused manner and carry out instructions effectively.

In return, you'll be rewarded with an interesting and varied work schedule, in an environment where learning and progression is actively encouraged. You'll enjoy great company and industry benefits
, as well as the support of a passionate team. Along with comprehensive and ongoing training, your benefits will include free travel on our network, privilege rate oyster card, up to 75% off travel on other TOCs (train operating companies), final salary pension and much more.

“I’m a Thameslink passenger host and team leader based at Luton station and I’m currently doing a Level 3 Supervisor apprenticeship so that I can improve my skills even further. I was hesitant to do the apprenticeship at first because of my age – I left school over 60 years ago without any qualifications! It’s been hard to get back into the routine of learning again.”

“It was my brother’s suggestion to join the railway. He was already working in the industry and knew I had some university bills to pay off so told me to give it a go, get out of debt and see what I wanted to do next. After a while, it just felt like actually – this is exactly where I’m meant to be.

I’m part of a great team and the on-board department as a whole are brilliant to work with. I feel at home here.”

Tonderai Matizha-Johnson
Area Operations Manager