Customer Service Assistant

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.  

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  . 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.

Safe behaviour is a requirement of working for Network Rail. Applicants should be able to demonstrate their awareness of our safety vision .

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

Scotland's Railway is part of this large family and it covers a large geographical area from the Borders to Thurso at the far tip of the North East of Scotland, accounting for almost 20 per cent of the UK rail network. We provide rapid access along busy commuter routes to our seven cities, servicing the varied needs of our business and leisure commuter services, including cross border services and rural services.

We have up to 50 freight services operating every day and we are steadily building capacity for this to grow. Our ambition to be responsive to passengers and freight users, drives us every day and we're empowered to do the right thing for those who use the rail network. We actively challenge unsafe practices and take responsibility for addressing risks, resolving issues and protecting safety and wellbeing.

This is a Full-Time Permanent
position.

Please note that this role will involve shift, weekend and bank holiday working. The successful candidate will also be required to undergo a pre-appointment medical to enable them to drive station buggies.

Glasgow Central is one of Scotland's busiest and most complex railway stations, welcoming thousands of passengers every day. As a Customer Service Assistant (CSA), you will provide a highly visible, approachable and professional presence throughout the station, helping to deliver a safe, secure and welcoming environment for everyone who uses the railway.

Putting passengers first is at the heart of everything we do. Whether assisting customers with journey information, providing reassurance during disruption, supporting passengers with accessibility requirements or helping someone navigate one of the busiest stations in the country, you will play a vital role in ensuring every customer receives excellent service and has a positive experience while travelling through Glasgow Central.

Whilst customer service is a key element of the role, this position is far more than a traditional customer-facing role. Customer Service Assistants play an important part in station operations, safety, security and accessibility, ensuring the station remains safe and welcoming for passengers, colleagues, retailers and train operators alike.

A significant part of the role involves carrying out regular security and safety patrols throughout the station, maintaining vigilance for suspicious behaviour, unattended items, trespass, operational issues and potential hazards. Customer Service Assistants are often the eyes and ears of the station and work closely with the British Transport Police
, train operators and other industry partners to respond to incidents and help maintain a safe and secure railway environment.

You will also be responsible for providing mobility assistance and supporting passengers who require additional help to access railway services. This includes assisting customers with reduced mobility, those travelling with disabilities, elderly passengers and anyone requiring support to navigate the station safely and confidently. Providing assistance with dignity, compassion and professionalism is an essential part of the role.

As part of the station's accessibility service, Customer Service Assistants may be required to operate the station's mobility assistance buggies
. Successful candidates will receive training and must successfully complete a practical driving assessment before being authorised to operate the vehicles. The ability to provide safe and efficient transport for passengers around the…