Customer Service Assistant

About the Role

We are looking for a Full‑Time Permanent
Customer Service Assistant who will work shifts, weekends, bank holidays and nights. The role is based at one of Network Rail’s stations in Scotland, covering a large geographic area from the Borders to Thurso.

The successful candidate will act as a highly visible and approachable point of contact within the station. You will deliver excellent customer service to passengers, visitors, contractors, retailers, train operating companies and other stakeholders, manage emergencies and incidents, and support safety, security and compliance.

• 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.
• 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.
• Respond to and record emergencies and incidents involving the general public and industry partners, as required.
• Provide a point of contact for the reporting of faults within the station, maintaining appropriate records, reviewing and closing actions as required.
• Actively assist and provide information to customers travelling throughout the station.
• Check contractors have relevant risk assessments and method statements prior to issuing Permit to Work.
• 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.
• Provide a proactive role in dealing with hazards or unsafe conditions, checking that all such occurrences are reported correctly.
• Fulfil allocated duties as prescribed within Emergency Plans.

• Command of the 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.
• Meet the required benchmark for application screening questions (all applicants).

• Educated to GCSE or equivalent in English and maths.

• Generous annual leave entitlement.
• Choice of pension schemes.
• Discounted leisure train travel for you and your family.
• 75% subsidy on Rail and Underground season tickets.
• 5 days paid volunteer or carers leave.
• My Benefits platform – giving national and local discounts on retailers, gym membership and more.

Grade:
Band 6
Salary: £27,464
Closing date:
Midnight on Tuesday 9th June 2026 – late applications will not be accepted. We retain the right to close the advert before the listed closing date.

We are a Disability Confident Leader and will try our best to adapt the application process and offer reasonable alternatives to support people with disabilities. We welcome applications from everyone and are committed to creating an inclusive environment.

Please note all offers of employment are conditional upon satisfactory completion of pre‑employment checks and all applicants must complete and pass the mandatory pre‑screening questions at the start of the application process.