Customer Service Assistant & Station Control Assistants

Network Rail High Speed Ltd. (NRHS) is responsible for operating and maintaining the UK's only international high-speed railway (HS1) owned by London St. Pancras Highspeed.

The 109km London St. Pancras Highspeed 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, Stratford and Ebbsfleet International.

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 to millions.

Location:

St Pancras International and Stratford International Station

Contract Type:
Full Time Permanent & Fixed Term Contracts Available

Hours:

Days, Nights, Weekends, Unsociable Hours

Salary: £27,464 + location Allowance

Join Our Team and Keep the Station Moving. Be the face. Be the voice. Be the calm in the busy moments. We’re looking for motivated, people-focused individuals to join our team at St Pancras or Stratford International as either a Customer Service Assistant or a Station Control Assistant. These are fast-paced, rewarding roles where no two days are the same. Whether you’re out on the station floor supporting passengers or behind the scenes keeping information flowing, you’ll play a vital role in delivering a safe, smooth and positive experience for everyone who passes through the station.

• Be a visible, approachable presence across the station
• Provide clear, friendly and accurate travel information
• Support passengers, colleagues, TOCs, retailers and visitors
• Assist during busy periods to keep people moving safely

• Deliver real-time updates on train services and disruption
• Make clear and accurate announcements
• Share information with TOCs and station teams

• Carry out safety and security checks across the station
• Identify and report hazards or faults quickly
• Support safe working practices, contractors and permits
• Help prevent unauthorised access and discourage unsafe behaviour

• Act quickly and calmly during incidents
• Support customers and staff during disruptions or emergencies
• Follow station emergency procedures and plans
• Accurately log and report incidents

• Manage station systems including CCTV, fire panels and help points
• Monitor and report faults and operational issues
• Liaise with signalling centres and TOCs
• Maintain accurate operational logs

• Work closely with colleagues across different roles
• Support wider station operations when needed
• Adapt quickly to changing situations and priorities

• Strong communication skills (written and spoken English)
• Experience in a customer-facing role
• Confidence to stay calm and make decisions in busy situations
• A team-focused mindset with a positive attitude
• Ability to process information quickly and work under pressure

• Great at juggling multiple tasks and knowing what to prioritise
• Confident and assertive when making decisions
• Happy to take initiative and get things moving
• Always approachable and willing to help others
• Flexible and able to adapt to whatever comes your way
• A strong eye for detail, ensuring accuracy and clarity
• Good understanding of UK railway geography and TOC services
• A proactive mindset when it comes to solving problems

This is a role with real purpose. You’ll be helping thousands of people every day—making journeys safer, smoother and more positive. You’ll be part of a supportive team that values collaboration, confidence and customer care, in an environment that is dynamic, varied and rewarding.

• Generous annual leave (28 days plus statutory days), with the option to buy/sell days
• Defined benefit pension scheme
• 75% subsidy on rail and underground season tickets
• Up to 75% off leisure travel
• Flexible/hybrid working arrangements
• Volunteer leave to make a positive impact
• Carer’s leave to support those who matter
• Health care Scheme, Gym Pass discounts, Cycle to Work and more
• Generous maternity, paternity and adoption leave

We believe diversity drives innovation. Whoever you are, however you identify, wherever you’re from—if you’ve got the skills and the spark, we want you on our team. No suits required. Just bring your authentic self.